I Submitted an ETA - Why Wasn’t My Company Awarded the Ride?
Overview of why your company may not have been awarded a ride.
Why Wasn't My Company Awarded the Ride?
Rides in the Roundtrip Community are awarded using Roundtrip's Community Logic.
In most cases, rides are awarded to the Transportation Provider that submits the Estimated Time of Arrival (ETA) closest to the requested ride time.
If multiple Transportation Providers submit the same ETA, the ride is awarded to the provider that submitted their ETA first.
How Ride Awards Work
After a ride is booked:
- The ride enters the Roundtrip Community.
- Eligible Transportation Providers review the ride.
- Transportation Providers submit their best ETA.
- Once the ETA submission window closes, Roundtrip evaluates all submitted ETAs.
- The ride is awarded to the Transportation Provider with the most favorable ETA.
Example
A ride is requested for 2:00 PM.
Transportation Provider | ETA Submitted | Submission Time |
Company A | 2:00 PM | 10:05 AM |
Company B | 2:00 PM | 10:07 AM |
Company C | 2:30 PM | 10:02 AM |
In this example, Company A would be awarded the ride.
This is because:
- Company A and Company B submitted the best ETA, matching the requested pickup time of 2:00 PM.
- Although Company C responded first, their ETA was later than the requested pickup time.
- Because Company A and Company B submitted the same ETA, the ride is awarded to the company that submitted first.
Why Didn't My Company Receive the Ride?
If your company submitted an ETA but was not awarded the ride, it is typically because:
- Another Transportation Provider submitted a more favorable ETA, or
- Another Transportation Provider submitted the same ETA before your company.
Dispatchers receive notifications through their selected notification methods when:
- A ride is awarded to their company
- A ride for which they submitted an ETA is awarded to another Transportation Provider
If you're actively removing graphics and tables from the knowledge base, I'd even remove the sample table and replace it with:
Example: Company A and Company B both submit a 2:00 PM ETA for a 2:00 PM ride request. Company A submits at 10:05 AM and Company B submits at 10:07 AM. Because both ETAs are equal, Company A is awarded the ride because the ETA was submitted first.
