I Booked a Non-Rideshare Ride - What Happens Next?
An overview of what steps take place once a ride is booked in Roundtrip.
Once you've scheduled a ride through Roundtrip, the process for getting the ride claimed and fulfilled sets into motion. The journey from this point can vary based on the transport level and whether Roundtrip is responsible for obtaining authorization. For an overview of what happens after a ride is successfully booked, see below:
Journey of a Non-Rideshare Ride
Non-rideshare rides offer more variation in the journey compared to rideshare transports. They typically rely on Roundtrip's Community of Transportation Providers to claim and fulfill the ride. The journey can differ depending on whether Roundtrip is responsible for obtaining authorization, if the ride needs to be arranged through a broker, and so on. Read on to understand the nuances of these higher-level transports.
Understanding Non-Rideshare Ride Statuses
As a non-rideshare trip progresses, the ride status will update within Roundtrip to reflect where the ride is in the transportation process.
Primary Ride Statuses
In-Transit Ride Statuses
These statuses may appear between Claimed and Completed as the Transportation Provider updates the trip.
Other Ride Statuses
For brokered rides, Roundtrip's Navigation Center typically marks the ride as Completed approximately 24 hours after the scheduled ride time.
For non-brokered rides, the assigned Transportation Provider marks the ride as Completed after the transportation has been performed.
Monitoring a Non-Rideshare Ride
Unlike rideshare rides, Roundtrip doesn't always receive real-time updates for these higher level transports. While some ride statuses automatically update on Roundtrip's platform, it is important to note that the Transportation Provider assigned to the ride often needs to manually update some of the ride statuses. Because their drivers are constantly on the road, these manual updates may not always occur timely. Regardless, there are still several ways to monitor the status of a non-rideshare ride:
Monitoring Status In-App
In the Roundtrip Portal, you can track the current ride status on the Trips Page and the Ride Details Page. Both pages automatically update with the relevant status badge, keeping you informed about the current status. For a comprehensive look at the different status badges, please refer to this article.
Monitoring Arrival Times
At the bottom of the Ride Details Page, you can view estimated or actual arrival timestamps for the assigned transportation company for a ride. This view varies depending on if the assigned transportation provider has integrated their fleet software with Roundtrip.
Transportation provider has fleet software integrated
You’ll see Actual Time of arrival for pickup and dropoff next to Requested Time. Actual Time will remain blank until the transportation provider arrives at the curb.
For all other rides
You’ll see a pre-populated Actual Time of arrival for pickup and dropoff, calculated based on ride distance estimates.
Ride Notifications
Notifications are a crucial feature to keep both you and your Rider updated about the current ride status. Please note that for stretcher and ambulance level vehicles, Rider notifications are disabled by default. You can choose to enable these notifications within the booking flow when appropriate.
Taxi Specific Notifications
Auto-Cancelation (Optional)
Designed to ensure riders have enough time to make alternate arrangements if no taxi provider confirms availability.
- Ride is scheduled and the initial status is “Checking Availability”.
- If no provider has confirmed availability by a set number of hours before the pickup (e.g. 24, 36, 48 hours), the ride will automatically cancel.
- If notifications are enabled, users will receive an automated notification to make alternate arrangements, such as switching to rideshare or reschedule their appointment. The timing and text of this notification and cancelation are customizable.
“No transportation company is available to complete your requested ride. Your ride has been canceled to give you time to make other transportation arrangements or reschedule your appointment. Please call [insert phone number] if you have questions or need assistance!”
Contacting the Assigned Provider
Unfortunately, there might be instances when a provider hasn't arrived at the estimated time of arrival (ETA) they submitted. If they haven't updated the ride status or ETA via Roundtrip to indicate a delay, we recommend reaching out to the provider if they're greater than 15 minutes late.
You may contact the provider directly for an update or contact our Navigation Center at (877) 396-8080 for assistance.
Understanding Ride Authorizations
If your organization is contracted for authorization services with Roundtrip, our Navigation Center will work with payers and brokers to obtain authorization when required.
The authorization process varies depending on whether the ride requires a brokered or non-brokered authorization.
Brokered Authorizations
For brokered authorizations, rides are not sent to the Roundtrip Community. Instead, Roundtrip works directly with the appropriate transportation broker to arrange transportation and obtain authorization.
What Happens After a Ride Is Booked?
- The ride is booked in Roundtrip.
- Roundtrip begins the authorization process.
- The ride status displays Authorizing while authorization is being reviewed.
Possible Authorization Outcomes
If the authorization is approved:
- The ride is authorized.
- The authorization status is updated in Roundtrip.
- Transportation is arranged through the broker.
- The rider is transported.
- The ride is marked Completed.
If additional information is required:
- The authorization status is updated to Information Needed.
- Roundtrip obtains the required information.
- The information is submitted to the broker.
- The authorization review continues.
If authorization is denied:
- The authorization status is updated to Authorization Denied.
- The payer may need to be changed, or the ride may need to be canceled and rebooked.
Note: If your organization uses a brokered bypass rule, the ride may go directly to the Roundtrip Community instead of being arranged through a broker. In these cases, you may see an Authorization Not Managed by Roundtrip status.
Non-Brokered Authorizations
For non-brokered authorizations, rides follow a process similar to other payer types.
Unlike brokered rides, these rides are sent to the Roundtrip Community and can be claimed by a Transportation Provider while the authorization process is being completed.
What Happens After a Ride Is Booked?
- The ride is booked in Roundtrip.
- The ride is sent to the Community.
- A Transportation Provider claims the ride.
- Transportation is completed.
- Roundtrip obtains authorization when required.
- The authorization status is updated in Roundtrip.
Possible Authorization Outcomes
If authorization is approved, or authorization is not required:
- The authorization status is updated in Roundtrip.
- The payer is billed according to the authorization outcome.
If additional information is required:
- The authorization status is updated to Information Needed.
- Roundtrip requests the required information.
- The information is submitted to the payer.
- The authorization review continues.
If authorization is denied:
- The authorization status is updated to Authorization Denied.
- Roundtrip may still attempt to bill the payer when appropriate.
Important: Many commercial payers do not require same-day authorization. For these rides, authorization is often obtained after transportation has been completed. Roundtrip prioritizes authorizations that require same-day approval.
Monitoring Authorization Status
In the Roundtrip Portal
Authorization status can be viewed from:
- The Trips page
- The Ride Details page
Roundtrip's Navigation Center updates the authorization status as information is received from the payer or broker.
For more information about individual statuses, see Understanding Authorization Statuses.
Notifications
When authorization statuses are updated, Roundtrip can send notifications using your preferred notification method.
To receive authorization updates, notifications must be enabled when the ride is booked. Notification preferences are configured during the booking process.