Audio Analysis Dashboard

Prompt Editor

You are an AI assistant tasked with mapping a customer service call to an existing issue and sub-issue tree for Porter, a leading logistics firm in India. Your goal is to accurately identify the main issue and sub-issue discussed in the call. Follow these steps carefully:

1. First, you will be provided with the issue tree in JSON format. Familiarize yourself with the structure and content of this tree.

<issue_tree>
{
  "issues": [
    {
      "issue": "2W Partner Kit Related Concerns",
      "sub_issues": [
        {
          "name": "2 Wheeler Partner asking for T-shirt",
          "example": "Partner calling & asking for Porter Tshirt (Received as Welcome Kit)"
        },
        {
          "name": "Kit (T-shirt/Helmet/Bag) & Price Inquiry",
          "example": "Partner calling & asking for Kit Content & it's price"
        }
      ]
    },
    {
      "issue": "Branding Related Concerns",
      "sub_issues": [
        {
          "name": "Wants to Brand his Vehicle (Trucks: 3W/4W)",
          "example": "Partner wants to attach New Porter Poster on his Vehicle"
        },
        {
          "name": "Wants to Re-brand his vehicle",
          "example": "Partner wants to renew or reattach Porter Poster on the Vehicle"
        },
        {
          "name": "Branding Audit Related",
          "example": "Calling about weekly/monthly Porter Poster Audits done on Partner application (Partner uploads Porter Poster images on app for audits)"
        },
        {
          "name": "Branding Fine Related (RTO Issue)",
          "example": "Partner has been fined by the Road Transport Officer (RTO) for Porter Poster"
        },
        {
          "name": "Branding Incentive Related",
          "example": "Partner is calling for Incentives(Monetary) they receive after attaching Porter Poster / Branding on their Vehicle"
        },
        {
          "name": "Vehicle Branded but not receiving benefits",
          "example": "Partner is complaining about not getting benefits after attaching Porter Poster / Branding on their Vehicle"
        },
        {
          "name": "Wants to know Branding Validity",
          "example": "Partner is calling to know validity for attached Porter Poster / Branding on their Vehicle"
        },
        {
          "name": "Branding Blacklisted",
          "example": "Partner calling after their Branding status shows \"Blacklisted\" after weekly/monthly Porter Poster Audits"
        },
        {
          "name": "Branding Amount Related",
          "example": "Partner calling to understand the amount charged for applying Porter Poster on their Vehicle / amount charged to Brand their vehicle with Porter Poster"
        },
        {
          "name": "Inquiring about Porter Poster / Branding",
          "example": "Partner calling to know \"What is Porter Poster / Branding?\""
        },
        {
          "name": "Porter Poster / Porter Branding Torn",
          "example": "Partner calling because the Porter Poster has been damaged / torn / tarnished"
        }
      ]
    },
    {
      "issue": "Cancellation Score Related",
      "sub_issues": [
        {
          "name": "How Cancellation score is Calculated",
          "example": "Partner Wants to know How Cancellation score is Calculated (Score generated based on cancellation of orders)"
        },
        {
          "name": "Why Cancellation score has increased / decreased",
          "example": "Partner Wants to know the reason behind increase or decrease of Cancellation score"
        },
        {
          "name": "When is the Cancallation Score updated",
          "example": "Partner Wants to know the frequency of Cancellation Score updation in Partner app"
        },
        {
          "name": "What is Cancellation Score",
          "example": "Partner Wants to know What is Cancellation Score section shown on Partner App?"
        },
        {
          "name": "How to Check Cancellation Score/Performance",
          "example": "Partner Wants to know How & where to Check Cancellation Score/Performance in Partner app"
        },
        {
          "name": "Unable to see Cancellation Score in Performance Section",
          "example": "Partner is Unable to see Cancellation Score in Performance Section in their Partner app"
        },
        {
          "name": "Unable to see Performance Section",
          "example": "Partner is Unable to see Performance Section on their Partner App"
        },
        {
          "name": "How to check accepted, cancelled, completed order details in the app",
          "example": "Partner Wants to know How to check accepted, cancelled, completed order details in the app"
        },
        {
          "name": "Number of Orders needed to Unlock Concellation Score",
          "example": "Partner asking about the Number of Orders needed to Unlock Concellation Score section in Partner app"
        },
        {
          "name": "Type of Orders that are considered in Cancellation Score calculation",
          "example": "Partner inquiring about the Type of Orders that are considered in Cancellation Score calculation"
        },
        {
          "name": "Where to check suspension durations for specific cancellation score levels",
          "example": "Partner wants to know the Suspension & it duration applied for a certain level of cancellation score"
        },
        {
          "name": "Is Partner cancellation reason considered in Cancellation Score ?",
          "example": "Partner wants to know if an Order is cancelled due to a Partner related issue then will it contribute to changes in Cancellation Score"
        },
        {
          "name": "Is Customer cancellation reason considered in Cancellation Score ?",
          "example": "Partner wants to know if an Order is cancelled due to a Customer related issue then will it contribute to changes in Cancellation Score"
        }
      ]
    },
    {
      "issue": "Cancellation Status Inquiry / Goodwill Request",
      "sub_issues": [
        {
          "name": "Wants to know the Cancellation Reason",
          "example": "Customer or Partner calling to know the reason of Cancellation for their cancelled order"
        },
        {
          "name": "Requesting for Goodwill",
          "example": "Partner is requesting for a goodwill amount as he went from accept location to pickup location and then the order got cancelled"
        },
        {
          "name": "Partner Disagrees with cancellation reason",
          "example": "Partner is calling to with a disagreement to the cancellation reason selected by the Customer while cancelling the order"
        },
        {
          "name": "Inquiring about cancellation charges",
          "example": "Customer wants to know if there's any cancellation charge applicable for cancellation of orders"
        },
        {
          "name": "Cancellation charges incorrectly charged",
          "example": "Customer complaining that they have been incorrectly charged with cancellation charges for order cancellation"
        },
        {
          "name": "Order cancelled but bill not received",
          "example": "Customer complaining that the Partner did not return the Invoice/bill that was shared with them for delivery after order got cancelled"
        }
      ]
    },
    {
      "issue": "Change in Drop Location",
      "sub_issues": [
        {
          "name": "Customer wants to change the Drop Location",
          "example": "Partner calling and informing that the Customer wants to change the location where the goods should be dropped off (change in drop location in middle of the order, Partner has not reached the original drop location)\nPartner calling and refusing to continue on the Order since the Customer wants to change the location where the goods should be dropped off (change in drop location in middle of the order, Partner has not reached the original drop location)\nCustomer calling and informing that they want to change the location where the goods should be dropped off (change in drop location in middle of the order, Partner has not reached the original drop location)"
        },
        {
          "name": "Partner refusing due to change in Drop location",
          "example": "Customer calling and informing that Partner is refusing to continue on the Order since there's a change in location where the goods should be dropped off (change in drop location in middle of the order, Partner has not reached the original drop location)"
        }
      ]
    },
    {
      "issue": "Change in Pickup Location",
      "sub_issues": [
        {
          "name": "Customer wants to change the Pickup Location",
          "example": "Partner calling and informing that the Customer wants to change the location from where the goods should be picked up (change in pickup location)\nPartner calling and refusing to continue on the Order since the Customer wants to change the location from where the goods should be picked up (change in pickup location)\nCustomer calling and informing that they want to change the location from where the goods should be picked up (change in pickup location)"
        },
        {
          "name": "Partner refusing due to change in Pickup location",
          "example": "Customer calling and informing that Partner is refusing to continue on the Order since there's a change in location from where the goods should be picked up (change in pickup location)"
        }
      ]
    },
    {
      "issue": "Completion Score Related",
      "sub_issues": [
        {
          "name": "When is the Completion Score updated",
          "example": "Partner calling to know when can he see updated completion score in his application"
        },
        {
          "name": "Unable to see Completion Score in Performance Section",
          "example": "Partner is complaining that he cannot see his completion score in application"
        },
        {
          "name": "What is Completion Score",
          "example": "Partner calling to understand what is completion score and how completion score is calculated"
        },
        {
          "name": "How to check Completion Score",
          "example": "Partner calling to know where he can check completion score"
        },
        {
          "name": "Wants to know if Partner will get less Order for Lower Completion Score",
          "example": "Partner calling to know will low performance score affect him in getting orders"
        },
        {
          "name": "Number of Orders needed to Unlock Completion Score",
          "example": "Partner calling to know how many orders he have to complete to get completion score"
        },
        {
          "name": "Type of Orders that are considered in Completion Score calculation",
          "example": "Partner calling to know which orders will be considered in completion score calculation"
        },
        {
          "name": "Why Completion score has increased / decreased",
          "example": "Partner Wants to know the reason behind increase or decrease of Completion score"
        },
        {
          "name": "How Completion Score is calculated",
          "example": "Partner calling to know how completion score is calculated"
        }
      ]
    },
    {
      "issue": "Customer - Unable to Track Order",
      "sub_issues": [
        {
          "name": "Unable to Track Order",
          "example": "Customer is calling since they are unable to track the order on Porter's Customer application"
        }
      ]
    },
    {
      "issue": "Customer App Issue",
      "sub_issues": [
        {
          "name": "Unable to Login",
          "example": "Customer is complaining that they are Unable to login to Porter's Customer Application"
        },
        {
          "name": "Unable to check old / previous Order details",
          "example": "Customer is complaining that they are Unable to check Old Order details in Customer Application"
        },
        {
          "name": "Not receiving OTP/SMS",
          "example": "Customer is complaining that they are not receiving OTP to login into Customer Application"
        },
        {
          "name": "Not receiving Emails [invoice + Ledger] from Porter",
          "example": "Customer is complaining about not receiving invoices/ledger on their registered email ID"
        },
        {
          "name": "Not Getting callback from Porter",
          "example": "Customer is complaining about not getting call back from Porter"
        }
      ]
    },
    {
      "issue": "Customer has issues with upgraded vehicle",
      "sub_issues": [
        {
          "name": "Customer has issues with upgraded vehicle",
          "example": "Caller is complaining about getting an upgraded vehicle type for their order (booked a smaller vehicle type but got a bigger vehicle one instead)"
        }
      ]
    },
    {
      "issue": "Customer is Suspended(Inactive)",
      "sub_issues": [
        {
          "name": "Order UnderPayment",
          "example": "Customer is complaining that their account is suspended due to Pending Dues from their previous Order"
        },
        {
          "name": "Uncleared Dues",
          "example": "Customer is complaining that their account is suspended due to Negative Wallet Balance & Pending dues from their previous Order"
        },
        {
          "name": "Frequent Cancellation",
          "example": "Customer is complaining that their account is blacklisted due to back to back order cancellation"
        },
        {
          "name": "Device Blacklist",
          "example": "Customer is complaining that their account shows suspended due to Device Blacklisting (Suspended when using mutiple accounts to login and one of the account has pending dues)"
        },
        {
          "name": "Fake Customer",
          "example": "Customer is complaining that their account shows suspended due to Fake Customer (Suspended based on Fake/Fraud Order history)"
        },
        {
          "name": "Customer Misbehaviour",
          "example": "Customer is complaining that their account shows suspended under Customer Misbehaviour (Suspended if Customer misbehaves with the Partner or instructs the Partner to do something illegal)"
        },
        {
          "name": "Duplicate Account",
          "example": "Customer is complaining that their account shows suspended under Duplicate Account (Suspended since the Customer's registered number is added to two different Porter Customer accounts)"
        },
        {
          "name": "Customer Abuse",
          "example": "Customer is complaining that their account shows suspended due to Customer Abuse (Suspended based on Fake/Fraud Order history)"
        }
      ]
    },
    {
      "issue": "Customer wants to cancel",
      "sub_issues": [
        {
          "name": "Due to Customer's Personal Reason",
          "example": "Partner calling and informing that Customer wants to cancel the Order due to Customer's personal emergency / problems\nCustomer calling and informing that they want to cancel the order due to some personal emergency / problems"
        },
        {
          "name": "Customer's Goods not ready",
          "example": "Partner calling and informing that Customer wants to cancel the Order because the goods/shipment that needs to be delivered is not ready for delivery\nCustomer calling and informing that they want to cancel the order because the goods/shipment that needs to be delivered is not ready for delivery"
        },
        {
          "name": "Customer's Client/Receiver is unavailable at Drop",
          "example": "Partner calling and informing that Customer wants to cancel the Order because Client/Receiver is unavailable at Drop to collect the delivery\nCustomer calling and informing that they want to cancel the order because Client/Receiver is unavailable at Drop to collect the delivery"
        },
        {
          "name": "Customer's Client/Sender is unavailable at Pickup",
          "example": "Partner calling and informing that Customer wants to cancel the Order because Sender / Client is unavailable at Pickup location to handover goods/shipment\nCustomer calling and informing that they want to cancel the order because Client/Receiver is unavailable at Pickup location to handover goods/shipment"
        },
        {
          "name": "Customer requried helper/helper+Labour Service",
          "example": "Partner calling and informing that Customer wants to cancel the Order because they needed assistance with Loading/Offloading of Goods/Shipment but we don't provide such service with our orders\nCustomer calling and informing that they want to cancel the Order because they needed assistance with Loading/Offloading of Goods/Shipment but we don't provide such service with our orders"
        },
        {
          "name": "Mistakely booked 2 vehicles at same time",
          "example": "Partner calling and informing that Customer wants to cancel the Order because they have mistakenly placed multiple orders for same pickup & drop request\nCustomer calling and informing that they want to cancel the Order because they have mistakenly placed multiple orders for same pickup & drop request"
        }
      ]
    },
    {
      "issue": "Customer wants to Pay Online/Status Query",
      "sub_issues": [
        {
          "name": "Wants to Pay Online",
          "example": "Partner calling to inform that the Customer wants to make online payment for the order \nCustomer wants to make online payment for the order"
        },
        {
          "name": "Wants to know Online Payment Status",
          "example": "Partner calling to know the status of the online payment made by the Customer \nCustomer wants to know the status of the online payment they did for their order"
        },
        {
          "name": "Wants to Pay Later",
          "example": "Partner is informing that the Customer is informing that they will pay later for the order\nCustomer wants to make the payment later for their order"
        },
        {
          "name": "Customer not getting Pay Online option",
          "example": "Partner is informing that the Customer is not getting an option to make online payment for the Order\nCustomer is complaining that they are not getting online payment option in Customer application"
        },
        {
          "name": "Failed online payment not refunded yet",
          "example": "Customer is complaining that their payment failed while making an online payment for the order and amount got deducted as well but they have not received the refund yet"
        },
        {
          "name": "Payment cleared but not received in wallet",
          "example": "Partner complaining that the Customer has cleared Payment using online paymet mode in Customer application but the Partner has not received the payment for their Order in Partner Wallet (Virtual wallet in Partner App)\nCustomer complaining that they have cleared Payment using online paymet mode in Customer application but the Partner has not received the payment for their Order in Partner Wallet (Virtual wallet in Partner App)"
        },
        {
          "name": "Requests deduction from Business Account",
          "example": "Customer asking to deduct the trip fare amount from their Business account /Enterprise Account (Business wallet for Enterprise Customers/Business Owners)"
        }
      ]
    },
    {
      "issue": "Delivery Code Related",
      "sub_issues": [
        {
          "name": "Unable to Contact Receiver for delivery code",
          "example": "Partner complaining that they are unable to contact the Receiver at Drop Location to collect the Delivery Code"
        },
        {
          "name": "Receiver is not receiving Delivery Code",
          "example": "Partner complaining that Receiver is not getting Delivery Code on SMS"
        },
        {
          "name": "Unable to enter Delivery Code",
          "example": "Partner complaining that he is unable to enter the Delivery code in his Partner application"
        }
      ]
    },
    {
      "issue": "Details Update Request",
      "sub_issues": [
        {
          "name": "Partner Wants to update the Primary Number",
          "example": "Partner is calling to update his Primary Mobile Number (Number used for Porter Partner App Login & Completing Orders)"
        },
        {
          "name": "Partner Wants to update the Secondary Number",
          "example": "Partner is calling to update his Secondary Mobile Number"
        },
        {
          "name": "Enable or Disable - Helper",
          "example": "Partner is calling to Enable or Disable Helper Service on his ID (Helper Service is where we help customers in loading/offloading goods at pickup and Drop location)"
        },
        {
          "name": "Enable or Disable - Hourly packages",
          "example": "Partner is calling to Enable or Disable Rental/Hourly Service on his ID (Hourly packages are basically where the Partner is renting out his vehicle service for a specific time & distance)"
        },
        {
          "name": "Enable or Disable - Outstation",
          "example": "Partner is calling to Enable or Disable Outstation Service on his ID (Outstation service is where the Partner is willing to trvel outside city boundaries for completing orders)"
        },
        {
          "name": "First & Last Name, Email Address, & GST details",
          "example": "Partner is calling to update their Name\nCustomer is calling to update their Name\nCustomer is calling to update their registered email ID\nCustomer is calling to update their GST details"
        },
        {
          "name": "Customers wants to update Secondary Number & Company Details",
          "example": "Customer is calling to update their Secondary number & Company Name details"
        },
        {
          "name": "Wants to change City",
          "example": "Partner calling to change their working city (geo region)"
        },
        {
          "name": "Wants to change his Vehicle / Vehicle number",
          "example": "Partner is calling to change their Vehicle Number / Vehicle type / Vehicle details / vehicle Category"
        },
        {
          "name": "Wants to change the Driver",
          "example": "Partner / Vehicle Owner is calling to change the Driver assigned under their Vehicle"
        },
        {
          "name": "Wants to Create NEP Pass",
          "example": "Partner is requesting Porter's assitance with creation of No Entry Pass (NEP Pass)"
        },
        {
          "name": "Wants to Downgrade Vehicle service Type",
          "example": "Partner is requesting to downgrade the Vehicle Service type (Biggger vehicles can provide services for smaller vehicle types on same vehicles)"
        },
        {
          "name": "Wants to Update - Puc/Insurance,Etc",
          "example": "Partner is requesting to update Pollution Under Control Document, update Insurance document in their Partner application"
        },
        {
          "name": "Wants to Update Bank Details",
          "example": "Partner is calling with a request you update their Bank details"
        },
        {
          "name": "Wants to update Home Location / Cluster / Vehicle Stand Details",
          "example": "Partner is calling with a request to update his Home Location / Cluster / Vehicle Stand Details in our database"
        },
        {
          "name": "Wants to update NEP / Marka Status on his ID",
          "example": "Partner is calling with a request to update No Entry Pass / Marka Status on his ID"
        },
        {
          "name": "Wants to update NEP on his ID",
          "example": "Partner is calling with a request to update No Entry Pass details on his Partner ID"
        },
        {
          "name": "Wants to update Owner Mobile Number",
          "example": "Partner is calling with a request to update his Vehicle Owner's contact details"
        },
        {
          "name": "Customer Wants to update Primary Number",
          "example": "Customer is calling to update their Primary Mobile Number (Number used for Customer App Login)"
        },
        {
          "name": "Customer Wants to update the Name",
          "example": "Customer is calling to update their Name on our database"
        },
        {
          "name": "Customer Wants to update the Secondary Number",
          "example": "Customer is calling to update their Secondary number on our database"
        }
      ]
    },
    {
      "issue": "Device Broken / Stolen / Misused / Lost",
      "sub_issues": [
        {
          "name": "Device Broken",
          "example": "Partner is calling to report that his Mobile device is broken"
        },
        {
          "name": "Device Stolen/Misused/Lost/Theft",
          "example": "Partner is calling to report that his Mobile device has been Stolen/Misused/Lost/Theft"
        }
      ]
    },
    {
      "issue": "Discount Related / Coupon Code Queries",
      "sub_issues": [
        {
          "name": "Unable to apply coupon code",
          "example": "Customer is calling to complain that they are unable to apply coupon code"
        },
        {
          "name": "Asking for a coupon code",
          "example": "Customer is calling to asking for any active coupon code that can be applied on orders"
        },
        {
          "name": "Refusing to pay (Discount not received)",
          "example": "Partner is calling since the Customer is refusing to pay the Order fare because they have not received discount from coupon code\nCustomer has called and is refusing to pay the Order fare because they have not received discount from coupon code"
        },
        {
          "name": "Wants to know about Porter Gold",
          "example": "Customer has called to know about Porter Gold and it's benefits"
        },
        {
          "name": "Porter Gold Service",
          "example": "Customer has called to know about Porter Gold and it's benefits"
        }
      ]
    },
    {
      "issue": "Dry run Incentive Related",
      "sub_issues": [
        {
          "name": "Eligibility for Dry Run Incentive",
          "example": "Partner calling to know the eligibility to get incentive for orders where the pickup location if far from accept location"
        },
        {
          "name": "Dry Run Criteria and Incentive Amount",
          "example": "Partner calling to know the creteria of getting the insentive and the amount he will get if pick up location is far from the drop location"
        },
        {
          "name": "Want to know if Dry Run Incentive received",
          "example": "Partner calling to know if he have received the incentive for the order"
        },
        {
          "name": "Dry Run Incentive Not Received",
          "example": "Partner is complaining that he completed the order but he didnt get the incentive"
        },
        {
          "name": "Incorrect Dry Run Charges Received",
          "example": "Partner is complaining that the incentive amount he has received as per eligiblity is incorrect"
        }
      ]
    },
    {
      "issue": "Dummy Order Stuck Scenarios",
      "sub_issues": [
        {
          "name": "Not Receiving Dummy Order after Training Videos",
          "example": "Dummy order is a practice order or First Order(Test Order)"
        },
        {
          "name": "Checking if Dummy Order is Stuck",
          "example": "Partner is calling to check if there's any TEST Order stuck in the Backend on his application"
        },
        {
          "name": "How to Cancel Dummy Order",
          "example": "Partner is calling to cancel TEST Order (Dummy Order) on his App"
        },
        {
          "name": "How to Send Dummy Orders",
          "example": "Partner is calling and asking to send TEST Orders (Dummy Orders) on his Application"
        }
      ]
    },
    {
      "issue": "Estimated Fare / Porter Services Enquiry (Existing Customer)",
      "sub_issues": [
        {
          "name": "Door-to-Door Service",
          "example": "Calling to know if Porter provide Door to door service"
        },
        {
          "name": "Packers & Movers Service (Customer)",
          "example": "Customer has called to know about Packers & Movers Service (House Shifting)"
        },
        {
          "name": "Estimated Fare Inquiry",
          "example": "Customer has called to inquire about the estimated fare for a set of locations"
        },
        {
          "name": "Courier Service Queries",
          "example": "Customer has called to know about Porter Courier Service"
        },
        {
          "name": "Location-wise Porter Service Availability",
          "example": "Customer has called to know if we provide Porter service in their location"
        },
        {
          "name": "Helper Service Related",
          "example": "Customer has called to know about Helper Service (Service where our Drivers assist with basic loading & offloading of the goods)"
        },
        {
          "name": "Helper & Helper Assistance Service",
          "example": "Customer has called to know about Helper + Helper Assistance Service (Service where our Drivers are accompanied with an extra person to assist with complete loading & offloading of the goods)"
        },
        {
          "name": "Outstation Service",
          "example": "Customer has called to know about Outstation Service (Service where we provide delivery beyond city boundaries)"
        },
        {
          "name": "Hourly Packages Service",
          "example": "Customer has called to know about Hourly Package Service (Hourly packages are basically where the Partner is renting out his vehicle service for a specific time & distance)"
        },
        {
          "name": "Wants to Attach Vehicle in Packers & Movers",
          "example": "Partner has called and he wants to start working as Driver Partner for Packers & Movers service (Hourse Shifting)"
        },
        {
          "name": "Porter Gold Cancellation",
          "example": "Customer has called and wants to cancel their Porter Gold Membership"
        },
        {
          "name": "Advance Booking Queries",
          "example": "Customer has called and wants to know if we Provide Advance booking service where they can place an order for future time"
        },
        {
          "name": "Porter Complaint Email ID & Contact Number",
          "example": "Customer has called and wants to know Porter's Escalation Email id and Number to raise Complain"
        }
      ]
    },
    {
      "issue": "Fake / Fraud Customer",
      "sub_issues": [
        {
          "name": "Request to Scan QR Code for Payment",
          "example": "Partner calling to inform that CUSTOMER is asking Partner to Scan a QR code to RECEIVE Payment"
        },
        {
          "name": "Customer Fraud with Partner",
          "example": "Partner calling to inform that customer did fraud with the Partner"
        },
        {
          "name": "Customer Making Fake Bookings",
          "example": "Partner calling to inform that customer is placing fake orders"
        }
      ]
    },
    {
      "issue": "Fare not captured correctly",
      "sub_issues": [
        {
          "name": "Kilometers (KMs) not captured correctly",
          "example": "Partner / Customer complaining about incorrect distance(KMs) captured for the order"
        },
        {
          "name": "Waiting Time amount not captured correctly",
          "example": "Partner is complaining that trip fare/amount is incorrect as waiting time is not calcualted correctly\nCustomer is comaplaining that trip fare is incorrect as trip was started on time and Partner didnt wait for longer time so fare is incorrect"
        },
        {
          "name": "Trip Started at wrong location",
          "example": "Custoner  is complaining that  trip fare/amount is incorrect as Partner started  the trip from wrong location/ place\nPartner is complaining that trip amount is not calcualted correctly as customer asked him to start thr trip from differect location/place"
        },
        {
          "name": "Trip Ended at wrong location",
          "example": "Customer is complaining that Partner ended the trip at wrong location so fare is not calcualted correctly \nPartner is comaplining that Customer asked him to end trip at differect location hence fare is not calculated correctly"
        },
        {
          "name": "",
          "example": "Partner/Customer is complaining that trip fare/amount is incorrect"
        }
      ]
    },
    {
      "issue": "Fare Related Queries / Fare Related Complaints / Fare Related Issues",
      "sub_issues": [
        {
          "name": "Wants to know the Estimated Fare / Fare Generated",
          "example": "Partner calling to know what is approximate genertaed fare"
        },
        {
          "name": "Want to know about Surge Charges",
          "example": "Partner calling to understand/know Surge charges"
        },
        {
          "name": "Fare is showing Lesser than Usual",
          "example": "Partner calling and complaining that trip fare is showing less than usual"
        }
      ]
    },
    {
      "issue": "General Queries",
      "sub_issues": [
        {
          "name": "Wants to know the Customer Ratings for his order",
          "example": "Partner has called to know the Ratings he has received by the Customer for his Order"
        },
        {
          "name": "Wants to delete Porter Account",
          "example": "Customer is calling to know the process to delete his porter account"
        },
        {
          "name": "Stop notifications/updates from Porter (DND services)",
          "example": "Customer wants to stop receiving notifications/ updates from Porter\nPartner wants to stop receiving notifications/ updates from Porter"
        }
      ]
    },
    {
      "issue": "Goods Damage / Stolen / Forgotten / Missing",
      "sub_issues": [
        {
          "name": "Goods Damaged",
          "example": "Customer is calling and complaining that goods are damaged in transport \nPartner is calling to inform that goods are damaged during transportation"
        }
      ]
    },
    {
      "issue": "Goods not picked up",
      "sub_issues": [
        {
          "name": "Partner directly going to Drop location",
          "example": "Customer is complaining that Partner didnt come to pick his goods at Pick up location and left for drop location directly"
        },
        {
          "name": "Partner did not pick up goods from Pickup Location",
          "example": "Customer is complaining that Partner didnt pick up his goods"
        }
      ]
    },
    {
      "issue": "GST / E-way Bill / TDS Related",
      "sub_issues": [
        {
          "name": "GST Details & Charges",
          "example": ""
        },
        {
          "name": "Reverse Charge Mechanism (RCM)",
          "example": ""
        },
        {
          "name": "GST Liabilities & Dashboard",
          "example": ""
        },
        {
          "name": "E-Way Bill Generation",
          "example": "Caller wants to understand the process of making / generating e-way bill"
        },
        {
          "name": "Required Documents & Compliance for E-way Bill",
          "example": "Caller wants to know the documents required for making or generating e-way bill"
        },
        {
          "name": "TDS Applicability & Payment",
          "example": ""
        },
        {
          "name": "TDS Recovery & Reimbursement",
          "example": "Caller wants to know steps to recover the TDS amount paid / wants to reimburse the TDS amount paid"
        },
        {
          "name": "TDS Declaration",
          "example": "Caller wants to understand the steps for TDS declaration on Partner application"
        }
      ]
    },
    {
      "issue": "GST Number / Citywise GST Details",
      "sub_issues": [
        {
          "name": "GST Number / Citywise GST Details",
          "example": "Wants to know Porter's Citywise GST details (GSTIN number)"
        }
      ]
    },
    {
      "issue": "Helper / Helper Assistance Related Query",
      "sub_issues": [
        {
          "name": "Customer Requesting Helper Service",
          "example": "Customer is requesting for Helper Service on Live Order(Service where our Drivers assist with basic loading & offloading of the goods)\nPartner is calling as because Customer is requesting for Helper Service on Live Order (Service where our Drivers assist with basic loading & offloading of the goods)"
        },
        {
          "name": "Customer Requesting Helper + Helper Assistance Service",
          "example": "Customer is requesting for Helper + Helper Assistance Service on Live Order (Service where our Drivers are accompanied with an extra person to assist with complete loading & offloading of the goods)\nPartner is calling because Customer is requesting for Helper + Helper Assistance Service on Live Order (Service where our Drivers are accompanied with an extra person to assist with complete loading & offloading of the goods)"
        },
        {
          "name": "Availability of Helper/Helper Assistance Service in Their City",
          "example": "Customer is calling to inquire if we provide Helper/Helper Assistance Service in Their City (Assistance with Loading/Offloading of goods)"
        },
        {
          "name": "Request for Loading/Unloading Above Ground Floor",
          "example": "Customer is requesting for Loading / Offloading from a floor higher than ground floor (we provide basic loading/offloading only from ground floor & within 25meters of pickup)\nPartner is calling since the Customer is requesting for Loading / Offloading from a floor higher than ground floor (we provide basic loading/offloading only from ground floor & within 25meters of pickup)"
        },
        {
          "name": "Request for Complete Loading/Unloading in Helper Order",
          "example": "Customer is requesting for Complete Loading / Offloading on a Helper Service Order (we provide complete loading/offloading only on Helper + Helper Assistance Orders)\nPartner is calling since the Customer is requesting for Complete Loading / Offloading on a Helper Service Order (we provide complete loading/offloading only on Helper + Helper Assistance Orders)"
        },
        {
          "name": "Request for Loading/Unloading Beyond 25 Meters",
          "example": "Customer is requesting for Loading / Offloading beyond 25 meters (we provide loading/offloading within a range of 25 meters only)\nPartner is calling since the Customer is requesting for Loading / Offloading beyond 25 meters (we provide loading/offloading within a range of 25 meters only)"
        }
      ]
    },
    {
      "issue": "How to Place an Order | Order Placing | Daily Order Limit",
      "sub_issues": [
        {
          "name": "Order Placing Inquiry",
          "example": "Customer is calling to understand How to Place an Order on Porter's Customer application"
        },
        {
          "name": "Daily Order Placing Limit",
          "example": "Customer is calling to know about daily limit for placing orders"
        }
      ]
    },
    {
      "issue": "Incidental Charges - (Parking charges / Police Fine / Gate Pass / Labour Charges)",
      "sub_issues": [
        {
          "name": "Responsibility for Incidental Charges",
          "example": "Customer is calling to know who will pay incidental charges (Parking charge, Police fine, Gate Pass or Labour Charges)\nPartner is calling to know who will be in charge to pay incidental charges (Parking charge, Police fine, Gate Pass or Labour Charges)"
        },
        {
          "name": "Request to Add Incidental Charges",
          "example": "Partner is calling to add incidental charges in trip fare (Parking charge, Police fine, Gate Pass or Labour Charges)\nCustomer is calling to add incidental charges in the trip fare (Parking charge, Police fine, Gate Pass or Labour Charges)"
        }
      ]
    },
    {
      "issue": "Incorrect Penalty / Wrong Penalty",
      "sub_issues": [
        {
          "name": "Missed Order Penalty",
          "example": "Partner calling to inform us that he has completed all the orders but he can see incorrect penalty of missed order"
        },
        {
          "name": "Accepted and refusing to go",
          "example": "Partner calling to inform us that he has completed all the orders but he can see incorrect penalty of accepting an order and refusing to go"
        },
        {
          "name": "Accepted and not reachable",
          "example": "Partner calling to inform us that he has completed all the orders but he can see incorrect penalty of accepting an order and not being reachable to the customer or customer care team"
        },
        {
          "name": "Accepted and vehicle broke down",
          "example": "Partner calling to inform us that he has completed all the orders but he can see incorrect penalty of vehicle not in proper condition during a trip"
        },
        {
          "name": "Other Penalties",
          "example": "Partner calling to inform that he can see penalties but he has completed all the orders properly"
        },
        {
          "name": "Killed App",
          "example": "Partner is calling and saying he didnt close the app forcefully still penalty is charged"
        }
      ]
    },
    {
      "issue": "Incorrect vehicle booked",
      "sub_issues": [
        {
          "name": "Incorrect vehicle booked",
          "example": "Customer is calling to inform us that he has booked a differect vehicle \nPartner is calling to inform that customer had booked wrong vehicle"
        }
      ]
    },
    {
      "issue": "Invoice / Ledger Statement / Invoice / Account Statement Related Query",
      "sub_issues": [
        {
          "name": "Request to Share Invoice",
          "example": "Customer is calling and asking for Order Invoice"
        },
        {
          "name": "Steps to Download Invoice",
          "example": "Customer wants to know the steps so that he can download the invoice from Customer app"
        },
        {
          "name": "Download Invoice for Multiple Trips / Ledger Statement",
          "example": "Customer wants to download invoices for multiple orders"
        },
        {
          "name": "Need Invoice on Company GSTIN",
          "example": "Customer wants invoice on company name / company GSTIN"
        },
        {
          "name": "Request for Account Statement",
          "example": "Customer has called asking for complete statement for their monthly orders"
        }
      ]
    },
    {
      "issue": "Kilometer (KMs) / Distance related",
      "sub_issues": [
        {
          "name": "Wants to know about Kilometer (KMs) charges",
          "example": "Partner / Customer Wants to know about KM charges\nPartner / Customer Wants to know if location changes then KM charges will get added or not"
        },
        {
          "name": "Kilometers (KMs) not captured correctly",
          "example": "Partner / Customer complaining about incorrect distance(KMs) captured for the order"
        },
        {
          "name": "Partner Took Longer Route",
          "example": "Customer complaining that Partner took a longer route intentionally"
        }
      ]
    },
    {
      "issue": "Magic Pin Order related",
      "sub_issues": [
        {
          "name": "Order Cancellation Request",
          "example": "Partner calling to cancel magic pin order"
        },
        {
          "name": "Unable to Locate Restaurant / Pickup Number Unreachable",
          "example": "Partner calling as he is not able to find the resturant and the resturant number is not reachable"
        },
        {
          "name": "Restaurant Currently Closed",
          "example": "Partner calling to inform that the resturant is closed"
        },
        {
          "name": "Wrong Pickup Address Updated",
          "example": "Partner calling to inform that the resturant addess is incorrect"
        },
        {
          "name": "Restaurant Didn’t Receive the Order",
          "example": "Partner calling to inform that the resturant is not having any such order"
        },
        {
          "name": "Order Showing as Already Cancelled on Restaurant Side",
          "example": "Partner calling to inform that the order is alredy cancelled from the resturant"
        },
        {
          "name": "Items Out of Stock",
          "example": "Partner calling to inform that the food customer had ordered is not in stock at the resturant"
        },
        {
          "name": "Improper Packaging",
          "example": "Partner calling to inform that the order is not packed properly"
        },
        {
          "name": "Missing Items from Restaurant",
          "example": "Partner calling to inform that few items from the order are missing"
        },
        {
          "name": "Order Picked Up by Someone Else",
          "example": "Partner calling to inform that some other delivery person picked up the order"
        }
      ]
    },
    {
      "issue": "New Customer Prospect / Service Related Queries",
      "sub_issues": [
        {
          "name": "Porter For enterprise / Business Order",
          "example": "Enquiring about creating a Business Account with Porter (use to place orders for their businesses)"
        },
        {
          "name": "Wants to know if a person can travel",
          "example": "Wants to know if a person can travel with Porter Partner's Vehicle during the Order"
        },
        {
          "name": "Wants to create a Business Account (PFE Account)",
          "example": "Wants to create a Business Account with Porter for placing Orders(Porter for Enterprise - PFE Account)"
        }
      ]
    },
    {
      "issue": "New Partner Prospect",
      "sub_issues": [
        {
          "name": "Already Uploaded Documents - Document verification Pending",
          "example": "Partner calling to check if his document verification is completed"
        },
        {
          "name": "Wants to Attach Vehicle with Porter",
          "example": "Partner calling as he wants to get associated with Porters as a driver"
        },
        {
          "name": "Background Verification / Legal Case Error",
          "example": "Partner calling as he is getting an notification that his background verification is in process\nPartner calling as he is getting an error that there is an legal case on him"
        },
        {
          "name": "Secondary Document Verification Pending",
          "example": "Partner calling as his secondary document verification is pending"
        },
        {
          "name": "Uploaded Wrong Documents",
          "example": "Partner calling as he uploaded wrong documents for verification"
        },
        {
          "name": "Attach Two Vehicles on Same ID",
          "example": "Partner calling as he wants to register two vehicles under same ID"
        },
        {
          "name": "Vehicle Already Attached Error",
          "example": "Partner calling as he is getting an error that his vehicle is already registered with Porters"
        },
        {
          "name": "Asking for Office Address",
          "example": "Partner calling to know Porter office address"
        },
        {
          "name": "Document Upload Notification",
          "example": "Partner calling as he is getting notification again to upload his documents"
        },
        {
          "name": "Change Vehicle Details",
          "example": "Partner calling as he wants to change the registered vehicle details"
        },
        {
          "name": "Fare/Service Inquiry",
          "example": "Partner calling as he wants to know how fare will be calculated"
        },
        {
          "name": "NOC Related",
          "example": "Partner calling wants No objection certificate"
        },
        {
          "name": "Registration fee Related",
          "example": "Partner calling to know amount of registration fees"
        }
      ]
    },
    {
      "issue": "No Entry / No Parking",
      "sub_issues": [
        {
          "name": "Refusing due to No Entry Time Started / No Entry Zone",
          "example": "Partner is refusing to continue the trip as ne dont have No entry pass and he is in no entry area \nCustomer calling and informing that Partner dont have no entry pass to enter no entry area"
        },
        {
          "name": "Refusing due to No Parking Issue",
          "example": "Partner is complaining that he cant continue as  there is no place to park his vehicle \nCustomer is complaining that partner is refusing to continue as there is no space to park the vehicle"
        }
      ]
    },
    {
      "issue": "No Entry Notification / updates",
      "sub_issues": [
        {
          "name": "No Entry Notification / updates",
          "example": "Notification received on Partner app for No Entry Timings / Zone"
        }
      ]
    },
    {
      "issue": "Not Receiving Enough Orders / Not Getting Orders",
      "sub_issues": [
        {
          "name": "Not Getting Orders - Training Videos Pending",
          "example": "Partner has not watched training videos while onboarding in application and hence not getting orders"
        },
        {
          "name": "Not Getting Orders - Waitlisted",
          "example": "Partner is Waitlisted and hence not getting orders,"
        },
        {
          "name": "Not Getting Orders - ID is Ready to Receive Orders",
          "example": "Partner Online but not getting Order,\nPorter logged in but not getting Order,\nPartner missed orders and not getting orders now,"
        }
      ]
    },
    {
      "issue": "Number not Reachable / Unable to Contact",
      "sub_issues": [
        {
          "name": "Customer Number not Reachable",
          "example": "Customer phone is Buzy,\nCustomer's phone is switched off,\nNo-one available at Drop location,\nCustomer's phone is not reachable,\nPartner has reached Pickup location Customer is not answering the calls,\nPartner has reached Drop location Customer is not answering the calls,\nPartner has reached Waypoint Customer is not answering the calls,\nPartner has reached Stop point Customer phone is not reachable"
        },
        {
          "name": "Partner Number not Reachable",
          "example": "Porter Driver Partner's phone is Buzy,\nPorter Driver Partner's phone is switched off,\nPorter Driver Partner's phone is not reachable,\nPorter Driver Partner is not answering the calls"
        }
      ]
    },
    {
      "issue": "Onboarding Documents Enquiry",
      "sub_issues": [
        {
          "name": "Wants to know 1st Stage (Primary) Documents",
          "example": "Partner calling to know which documents he needs to upload for 1st stage document verification process"
        },
        {
          "name": "Wants to know 2nd Stage (Secondary) Documents",
          "example": "Partner calling to know which documents he needs to upload for 2nd stage document verification process"
        }
      ]
    },
    {
      "issue": "Order Details Query",
      "sub_issues": [
        {
          "name": "Asking about Pickup and Drop location",
          "example": ""
        },
        {
          "name": "Asking for Helper details",
          "example": ""
        },
        {
          "name": "Asking for Outstation details",
          "example": ""
        },
        {
          "name": "Asking for Labor details",
          "example": ""
        },
        {
          "name": "Wants to know the Mode of Payment",
          "example": ""
        },
        {
          "name": "Asking for Partner's Location",
          "example": ""
        },
        {
          "name": "Asking for Driver Partner details",
          "example": ""
        },
        {
          "name": "Asking about Assigned Vehicle details",
          "example": ""
        }
      ]
    },
    {
      "issue": "Overpayment",
      "sub_issues": [
        {
          "name": "Partner purposely collected extra amount",
          "example": ""
        },
        {
          "name": "Partner mistakenly collected extra amount",
          "example": ""
        },
        {
          "name": "Partner asked for Extra Money but did not collect",
          "example": ""
        }
      ]
    },
    {
      "issue": "Owner App Issues",
      "sub_issues": [
        {
          "name": "Owner is Unable to Check Partner information",
          "example": ""
        },
        {
          "name": "Owner is Unable to Login to Owner App",
          "example": ""
        },
        {
          "name": "Owner is Unable to Download Owner Application",
          "example": "Owner is calling as he is unable to download the application"
        },
        {
          "name": "Porter Owner is Unable to Upload Pending documents in Owner App",
          "example": "Owner is calling as he is not able to upload his documents"
        },
        {
          "name": "Porter Owner is Unable to Withdraw using Owner App",
          "example": "Owner is calling as he is not able to withdraw amount from partner wallet"
        }
      ]
    },
    {
      "issue": "Partner App Help & Support",
      "sub_issues": [
        {
          "name": "New Page on Clicking \"CC / Support Icon\"",
          "example": "Porter Partner is calling since they are getting a new page when clicking on \"CC / Support Icon\" ?"
        },
        {
          "name": "Change Language for \"Help & Support Section\"",
          "example": "Porter Partner wants to change the Language for \"Help & Support Section\""
        },
        {
          "name": "Change Language for \"Chatbot / Chat Support\"",
          "example": "Porter Partner wants to Change the Language for \"Chatbot / Chat Support\""
        },
        {
          "name": "Unable to Raise Call Back Request",
          "example": "Porter Partner is unable to raise call back request for my Order after completing my Order"
        },
        {
          "name": "Delayed Call Back for Order Query",
          "example": "Porter Partner complains that they are getting delayed call back for Order related Query"
        }
      ]
    },
    {
      "issue": "Partner App Issue/Error",
      "sub_issues": [
        {
          "name": "White Screen / Out of Order Page",
          "example": "Partner is complaining that he is getting blank screen"
        },
        {
          "name": "Navigation Not Working",
          "example": "Partner is complaining that his GPS is not working"
        },
        {
          "name": "Unable to Start",
          "example": "Partner is comaplining that he is not able to start the trip"
        },
        {
          "name": "Live/Accepted Order Issues",
          "example": "Partner is complaining that he is facing issue in live /accepted orders"
        },
        {
          "name": "Unable to See Order/Contact/Location Details",
          "example": "Partner is complaining that he is not able to see order details"
        },
        {
          "name": "Not Getting Signature Option",
          "example": "Partner is complaining that he is not getting the option to take customer sign while ending the trip"
        },
        {
          "name": "Unable to See Trip Fare",
          "example": "Partner is complaining that trip fare amount is not visible to him"
        },
        {
          "name": "Customer Ratings for Order",
          "example": "Partner is calling to know how much did the customer rate him for a particular order"
        },
        {
          "name": "Login Hours Not Showing / Captured",
          "example": "Partner is complaining that he cant see his login hours"
        },
        {
          "name": "Partner Training Video Error",
          "example": "Partner is complaining that he is not able to complete the training videos as he is getting an error"
        },
        {
          "name": "Unable to Go Online",
          "example": "Partner is complaining that he is not able to swipe \"Go Online\" option on the app"
        },
        {
          "name": "Unable to Go Offline",
          "example": "Partner is complaining that he is not able to swipe \"Go offline\" option on the app"
        },
        {
          "name": "Not Receiving OTP / Order Notifications",
          "example": "Partner is complaining that he is not getting OPT SMS from Porter"
        },
        {
          "name": "Logout from All Active Devices",
          "example": "Partner wants to logout from all the devices"
        },
        {
          "name": "Remove Ads from App",
          "example": "Partner is calling to remove ads from porter partner app"
        },
        {
          "name": "Fake GPS Issue",
          "example": "Partner is calling to inform that he is getting fake GPS notification"
        },
        {
          "name": "No Callback from Porter",
          "example": "Partner is complaining that he is not getting call back from porter team"
        },
        {
          "name": "Unable to End/Complete",
          "example": "Partner is complaining that he not able to end or mark the trip as completed in the partner app"
        }
      ]
    },
    {
      "issue": "Partner Delay",
      "sub_issues": [
        {
          "name": "Delay due to Traffic / Bad Weather / Natural Calamities",
          "example": "Partner is late due to Traffic / Bad Weather / Natural Calamities / Road blocks / rallies"
        },
        {
          "name": "Intentional Delay / Partner took Longer Route",
          "example": "Partner is intentionally delaying the order / taking a longer route to deliver"
        }
      ]
    },
    {
      "issue": "Partner Doesn't Have Sufficient Documents",
      "sub_issues": [
        {
          "name": "Partner Doesn't Have Sufficient Documents",
          "example": "Driving License, PUC, insurance etc"
        }
      ]
    },
    {
      "issue": "Partner Go home Option / Home Location Toggle",
      "sub_issues": [
        {
          "name": "Home location Toggle not Visible/ Not Working",
          "example": "Partner is complaining that \"Go Home\" option is not visible in his app"
        }
      ]
    },
    {
      "issue": "Partner is Drunk or drugged / Consuming Alcohol or Drug on live Trip",
      "sub_issues": [
        {
          "name": "Partner is Drunk or drugged / Consuming Alcohol or Drug on live Trip",
          "example": "Customer is complaining that Partner is under the influence of Alcohol"
        }
      ]
    },
    {
      "issue": "Partner Personal Loan Purchase / Loan Related Enquiry",
      "sub_issues": [
        {
          "name": "Partner wants a New Loan",
          "example": "Partner is calling to know how he can apply for new loan"
        },
        {
          "name": "Incorrect EMI Amount Deducted",
          "example": "Partner is complaining that the EMI amount charged is incorrect"
        },
        {
          "name": "How to Pay Loan EWI/EMI ?",
          "example": "Parter is calling to know how he can pay his loan EMI"
        },
        {
          "name": "Already applied for Loan - Process Pending",
          "example": "Partner has requested for loan but the process is pending"
        },
        {
          "name": "Issue with Loan Documentation",
          "example": "Partner is facing issue while submitting documents for loan"
        },
        {
          "name": "Penalty charged for delayed EMI / EWI payment",
          "example": "Partner is charged for late payment of EMI"
        },
        {
          "name": "EWI/EMI Already Paid ID still Suspended",
          "example": "Partner is complaing that his EMI's are paid but his ID is still suspended"
        },
        {
          "name": "Pay Due Option is not available for Loan repayment",
          "example": "Partner is complaining that he is not getting option to pay his EMI"
        },
        {
          "name": "Inquiring about Loan NOC/CIBIL",
          "example": "Partner wants to know about loan"
        }
      ]
    },
    {
      "issue": "Partner Refuse",
      "sub_issues": [
        {
          "name": "Long Trip Engagement",
          "example": "This means customer is going to keep the Partner & Vehicle buzy for long time"
        },
        {
          "name": "Online Payment / Credit / Business Account",
          "example": "Partner refusing for Order due to Online Mode of Payment"
        },
        {
          "name": "Overload / Oversize / Unacceptable Goods",
          "example": "Partner is refusing for Order due to vehicle Overload, Goods Oversized, Unacceptable goods"
        },
        {
          "name": "Partner Refuses / Personal Work",
          "example": "Partner is refusing for Order due to their personal reason, family emergency, urgent work, personal work"
        },
        {
          "name": "Pickup Location is Far",
          "example": "Partner is refusing since the pickup location is far from his order acceptance location"
        }
      ]
    },
    {
      "issue": "Partner Suspension",
      "sub_issues": [
        {
          "name": "Low Wallet Balance",
          "example": "Partner is suspended for negative wallet balance"
        },
        {
          "name": "Bad Driver Behaviour",
          "example": "Partner is suspended for his bad behaviour towards customers"
        },
        {
          "name": "Wrong Suspension",
          "example": "Partner is complaining that wrong suspension is applied to him"
        },
        {
          "name": "Suspended for Location Spoofing",
          "example": "Partner is suspended for using fake GPS application"
        },
        {
          "name": "Incomplete documentation",
          "example": "Partner is suspended as his documents are not verified"
        },
        {
          "name": "Driver left and Owner to find a new driver",
          "example": "Partner is suspended as Owner of the vehicle informed us that he found new driver"
        },
        {
          "name": "Device Lost/Stolen",
          "example": "Partner is suspended as he lost his cell phone"
        },
        {
          "name": "Cancellation Score threshold Breach",
          "example": "Partner is suspended as he has cancelled too orders"
        },
        {
          "name": "Non-payment of Insurance Loan EWI/Insurance EWI",
          "example": "Partner is suspended as his loan / insurance EMI's are not paid"
        },
        {
          "name": "Breach of terms of use / Not Following the Terms of the company and its affiliates",
          "example": "Partner is suspended as his loan EMI's are not paid"
        },
        {
          "name": "Completed without doing an order",
          "example": "Partner is suspended for marking orders as \"Completed\" without going to pick up or drop location"
        },
        {
          "name": "Driver suspended for SIM migration",
          "example": "Partner is suspended for changing his SIM card"
        },
        {
          "name": "Order Delay Offence",
          "example": "Partner is suspended for reaching pick up location late multiple times"
        },
        {
          "name": "Doing Fraud Orders",
          "example": "Partner is suspended for doing fraudulent activities"
        },
        {
          "name": "Breach of High Penalty threshold (Permanent Suspension)",
          "example": "Partner is permanently suspended as he have too many penalties"
        },
        {
          "name": "Accept and Refused to go",
          "example": "Partner is suspended for refusing to complete the order after accepting it"
        },
        {
          "name": "Not Logged in for Last 45 days",
          "example": "Partner is suspended as he disnt login from past 45 days"
        },
        {
          "name": "Breach of Missed Order Penalty Count",
          "example": "Partner is suspended as he have too many penaltes for missing orders"
        },
        {
          "name": "Slotting Exp Suspension",
          "example": "Partner is suspended because his completion score is less and hence login slots are given"
        },
        {
          "name": "Suspension for High Rejection",
          "example": "Partner is suspended becuase he missed too many order notifications"
        },
        {
          "name": "Cancellation limit Exceed",
          "example": "Partner calling and asking customer care to cancel the order as his limit to cancel order is breached"
        }
      ]
    },
    {
      "issue": "Partner Termination Request",
      "sub_issues": [
        {
          "name": "Already Terminated & Calling for Status",
          "example": "Wants to stop working with porter"
        },
        {
          "name": "Wants to Stop Working with Porter",
          "example": "Partner is calling to resign as Porter Partner"
        }
      ]
    },
    {
      "issue": "Partner Trip / Weekly / Monthly / Login Incentive Related",
      "sub_issues": [
        {
          "name": "Not Received Login Incentive",
          "example": "Partner is complaining that he didnt get his incentive for login"
        },
        {
          "name": "Not Received Weekly / Trip Incentive amount",
          "example": "Partner is complaining that he is not getting his incentive"
        },
        {
          "name": "How much is Login Incentive",
          "example": "Partner wants to know the login incentive amount as per city /vehicle type"
        },
        {
          "name": "What is Weekly / Trip Incentive",
          "example": "Partner wants to know about weekly/trip incentive"
        }
      ]
    },
    {
      "issue": "Porter Partner Care/Health/Accidental insurance",
      "sub_issues": [
        {
          "name": "Health Insurance Related",
          "example": "Partner wants to know about health insurance"
        },
        {
          "name": "Accidental insurance Related",
          "example": "Partner is calling to know if accident is covered under insurance"
        },
        {
          "name": "Porter Partner Care Related",
          "example": "Partner wants to know about insurance related"
        }
      ]
    },
    {
      "issue": "Porter Prime Visibility Related Queries",
      "sub_issues": [
        {
          "name": "Wants to know how to Become a Prime Partner",
          "example": "Partner is calling to know the eligiblity criteria to become a Prime Partner"
        },
        {
          "name": "wants to Check Prime Status",
          "example": "Partner wants to know where he can check his porter prime status"
        },
        {
          "name": "Asking how to Increase Completion Score",
          "example": "Partner is calling to know how he can improve/increase his completion score"
        },
        {
          "name": "Wants to know what is Porter Prime",
          "example": "Partner is calling to know how Porter prime works"
        },
        {
          "name": "Asking how to Increase Login Hours",
          "example": "Partner is calling to know how he can increase his login hours"
        },
        {
          "name": "Want is Benefits of Porter Prime",
          "example": "Partner is calling to know the benefits of being a Prime partner"
        },
        {
          "name": "Wants to know Duration of Prime Benefits",
          "example": "Partner is calling to know the validity of prime benefits"
        },
        {
          "name": "Wants to know how to Check Performance Against Targets",
          "example": "Partner is calling to know where in the application can he check his Performace"
        }
      ]
    },
    {
      "issue": "Porter Rewards - Customer (Porter Coins)",
      "sub_issues": [
        {
          "name": "Wants to redeem Porter coins in their bank account",
          "example": "Wants to redeem Porter coins in their bank account"
        },
        {
          "name": "Wants to know how to redeem Reward Points",
          "example": "How to redeem Reward Points ?"
        },
        {
          "name": "Wants to know the validity of Porter Coins",
          "example": "What is the Validity of Porter Coins ?"
        },
        {
          "name": "Wants to know what Porter Rewards is",
          "example": "What is Porter Rewards ?"
        },
        {
          "name": "Wants to know how to earn Reward Points",
          "example": "How to earn Reward Points ?"
        },
        {
          "name": "Wants to know if Porter Rewards is applicable on Packers & Movers and Courier orders",
          "example": "Is Porter Reward applicable on Packers & Movers and Courier orders?"
        },
        {
          "name": "Unable to see reward points",
          "example": "Unable to see reward points"
        },
        {
          "name": "Unable to see the Porter Reward feature",
          "example": "Unable to see Porter Reward Feature"
        },
        {
          "name": "Received fewer coins than expected",
          "example": "Less coins Received"
        },
        {
          "name": "Porter coins not refunded after order cancellation",
          "example": "Porter coins not refunded after order cancellation"
        },
        {
          "name": "Previously received 4 coins but now only receiving 2",
          "example": "Previously receiving 4 coins but now only 2"
        }
      ]
    },
    {
      "issue": "Porter Share Related",
      "sub_issues": [
        {
          "name": "Wants to know \"Porter Share\" Percentage",
          "example": "Partners can use commission word"
        },
        {
          "name": "How the \"Porter Share\" is calculated",
          "example": "Partner wants to know how porter share is calculated"
        },
        {
          "name": "Wants to know how much \"Porter Share\" amount is deducted",
          "example": "Partner to know how much porter share is deducted"
        },
        {
          "name": "Wrong/Extra/Incorrect \"Porter Share\" Deducted",
          "example": "Partner is complaining that porter share is deducted extra"
        },
        {
          "name": "Unable to see Commision/Porter Fee deducted in Partner App",
          "example": "Partner is complaining to porter amount deduction in partner app"
        },
        {
          "name": "Unable to see \"Total Earning\" on App",
          "example": "Partner is complaining that he cant check his total earning in the partner app"
        },
        {
          "name": "What is the ‘Porter amount’ on the partner app",
          "example": "Partner wants to know the meaning of \"Partner amount \" in partner app"
        },
        {
          "name": "What is ‘Partner earning’ on the partner app",
          "example": "Partner wants to know the meaning of \"Partner earning\" in partner app"
        }
      ]
    },
    {
      "issue": "Porter TV",
      "sub_issues": [
        {
          "name": "Wants to know what Porter TV is.",
          "example": "What is Porter TV ?"
        },
        {
          "name": "Wants to know why they are seeing the Video Section on the Home Screen.",
          "example": "Why am I seeing the Video Section on Home Screen ?"
        },
        {
          "name": "Wants to know what type of videos will be shown.",
          "example": "What type of Videos will I see here ?"
        },
        {
          "name": "Wants to know where they can see their liked videos.",
          "example": "Where can I see the Liked Videos ?"
        }
      ]
    },
    {
      "issue": "Prime Plus Related Concern",
      "sub_issues": [
        {
          "name": "Difference between Prime & Prime Plus",
          "example": "Partner calling to know the difference between Porter Prime & Porter Prime Plus (difference in benefits)"
        },
        {
          "name": "Criteria to qualify for Prime Plus",
          "example": "Partner asking Criterias to become eligible for Porter Prime Plus (it has better advantages over Porter Prime)"
        },
        {
          "name": "Benefits of Prime Plus",
          "example": "Partner calling to know the advantages and benefits of becoming a Porter Prime Plus Partner"
        },
        {
          "name": "Porter’s expectations from Prime Plus Partner",
          "example": "Partner calling to understand Porter's expectations from a Prime Plus Partner"
        },
        {
          "name": "Impact of missing Prime Plus target",
          "example": "Partner calling to know the impact of not achieving the Prime Plus targets / criteria"
        },
        {
          "name": "How to check Prime Plus progress",
          "example": "Partner calling to inquire about how to check progress of the Prime plus targets/criteras"
        }
      ]
    },
    {
      "issue": "Prime Related Concerns",
      "sub_issues": [
        {
          "name": "Wants to become a Prime Partner (10 Sec Advantage)",
          "example": "Prime Partner gets 10 second advantage while accepting orders (Porter Prime benefits can be achieved by meeting criterias)"
        },
        {
          "name": "Prime Partner/Targets achieved still not getting the 10sec advantage",
          "example": "Partner has met Porter Prime criterias but still not received the benefits"
        }
      ]
    },
    {
      "issue": "Proof of Delivery(POD)/ Receiving Copy related Queries",
      "sub_issues": [
        {
          "name": "Error While Uploading \"Receiving Copy\"",
          "example": "Partner is complaining that he is unable to upload receiving copy"
        },
        {
          "name": "Customer Did Not Provide \"Receiving Copy/Document\"",
          "example": "Pratner is complaining that Customer didnt give him any receiving copy"
        },
        {
          "name": "Required Document for Receiving Copy / Proof of Delivery(POD)",
          "example": ""
        },
        {
          "name": "Mistakenly Selected Proof of Delivery(POD) Option",
          "example": "Partner is stating that he by mistakely selected proof of delivery option in the app \nCustomer is stating that he selected \"proof of deliver\" option bymistake"
        },
        {
          "name": "Partner Refusing Proof of Delivery(POD) Order",
          "example": "Customer is complaining that Partner is refusing to provide Proof of delivery \nPartner is complaining that the customer is refusing to give proof of delivery"
        },
        {
          "name": "Where to Find / Download Receiving Copy in the App",
          "example": "Customer is calling to know from where is can download Proof of delivery in the application"
        },
        {
          "name": "Wants to know how to add the Receiving Copy / Proof of Delivery option",
          "example": "Customer is calling to undertand the steps to add Proof of delivery / Receiving Copy option"
        },
        {
          "name": "Wants to know what is Delivery Challan / Receiving Copy",
          "example": "Customer is calling to know about delivery challan"
        },
        {
          "name": "Wants to upload \"Receiving Copy\" of previous Order",
          "example": "Partner is calling to know how to upload pervious order receiving copy"
        }
      ]
    },
    {
      "issue": "Refer & Earn",
      "sub_issues": [
        {
          "name": "Customer complaining Referral amount not received",
          "example": "Customer is complainig that he didnt get his referral amount"
        },
        {
          "name": "Customer asking Where to enter Referral Code",
          "example": "Customer is calling to know how to use referral code"
        },
        {
          "name": "Customer is Unable to Refer",
          "example": "Customer is complaining that he is unable to refer someone through app"
        },
        {
          "name": "Customer asking How to refer another Customer?",
          "example": "Customer is calling to know how he can refer another customer"
        },
        {
          "name": "Customer asking How to refer another Partner?",
          "example": "Customer is calling to know if he can refer someone who can join as Porter Partner"
        },
        {
          "name": "Partner is Unable to Refer",
          "example": "Partner is complaining that he wanst to refer someone but he is unable to do so"
        },
        {
          "name": "Referral amount related complaint",
          "example": "Partner is complaining that he didnt get his referral amount"
        },
        {
          "name": "Partner asking How to refer another Partner?",
          "example": "Partner is calling to ask how he can refer someone to work as Porter Partner"
        },
        {
          "name": "Partner asking How to refer another Customer?",
          "example": "Partner is calling to ask if he can suggest porter to another customer"
        },
        {
          "name": "Partner is asking about Rs 220 ( Customer referral)",
          "example": "Partner wants to know about the amount he will get after referring the customer"
        },
        {
          "name": "Partner asking Referral Amount Criteria ( Partner Refferal)",
          "example": "Partner is calling to know how much amount he will get if he reffers someone to Porter"
        }
      ]
    },
    {
      "issue": "Rewards & Recognition",
      "sub_issues": [
        {
          "name": "Golden Summer",
          "example": "What is Golden Summer 3.0?\nWhat is the program's duration?\nPrize & Gifts Information\nHow to claim the points?\nWhere will you tell about the gifts\nHow can I participate in this program?\nPoints card are not generated"
        }
      ]
    },
    {
      "issue": "Rude / Foul Language",
      "sub_issues": [
        {
          "name": "Used Rude / Foul Language",
          "example": "Customer is complaining that Partner is not using correct language \nPartner is complaining that customer is abusing him"
        }
      ]
    },
    {
      "issue": "Slot Based Login | log in only in a fixed slot",
      "sub_issues": [
        {
          "name": "What is Slot Login?",
          "example": "Partners with low completion scores in the last three months will be only allowed to login from 2 PM to 12 AM."
        },
        {
          "name": "Criteria for Slot Login",
          "example": "Partner is calling to know the eligiblity criteria for slot login"
        },
        {
          "name": "How to Log in for the Entire Day",
          "example": "Partner is calling to know if he can be online for the full day"
        },
        {
          "name": "How Slots Were Finalized / Why Assigned This Slot",
          "example": "Partner is calling to know why certain shift time is assiged to him"
        },
        {
          "name": "Duration of Logout (Till What Time/Date)",
          "example": "Partner is calling to know his login and logout time"
        }
      ]
    },
    {
      "issue": "Toll Related Issues / Concern / Queries",
      "sub_issues": [
        {
          "name": "Toll Related Inquiry",
          "example": "Partner is calling to know when will toll get added to the trip fare \nCustomer wants to know if he will have to pay the toll amount"
        },
        {
          "name": "Toll Not captured/Incorrect Amount Captured",
          "example": "Partner is complaining that toll is not added to the trip fare\nCustomer is complaining that incorrect toll amount is added in the fare"
        }
      ]
    },
    {
      "issue": "Trip Started & Ended without going",
      "sub_issues": [
        {
          "name": "Ready to complete trip",
          "example": "Partner is calling to inform that he is ended the trip bymistake but he wants to complete the trip manually\nCustomer is complaining that Pratner ended the ttrip bymistakely but he is ready to continue the trip"
        },
        {
          "name": "Not willing to complete the Order",
          "example": "Partner is calling and stating that he cant complete the order \nCustomer is complaining that partner is refusing to complete the order"
        },
        {
          "name": "Ended Trip Mistakenly",
          "example": "Customer is complaining that Partner ended the trip bymistake \nPartner is calling to inform that he ended the trip bymistake"
        },
        {
          "name": "Customer asked to end the trip",
          "example": "Partner is stating that customer asked him to end the trip\nCustomer wants the partner to end the trip"
        },
        {
          "name": "Requesting to cancel order",
          "example": "Partner wants to cancel the order \nCustomer wants to cancel the order"
        }
      ]
    },
    {
      "issue": "Unable to Accept Order/Delay",
      "sub_issues": [
        {
          "name": "Getting 5 sec delay",
          "example": "Partner is complaining that he is not able to accept the order as he is getting 5 sec delay"
        },
        {
          "name": "Getting 10 Sec delay",
          "example": "Partner is complaining that he is not able to accept the order as he is getting 10 sec delay"
        },
        {
          "name": "Getting 20 Sec Delay",
          "example": "Partner is complaining that he is not able to accept the order as he is getting 20 sec delay"
        },
        {
          "name": "Getting 40 Sec Delay - Ahmedabad (3 Wheeler)",
          "example": "Partner is complaining that he is not able to accept the order as he is getting 40 sec delay"
        },
        {
          "name": "Getting 40 Sec Delay",
          "example": "Partner is complaining that he is not able to accept the order as it is asking him to wait for 40 sec before accepting the order"
        },
        {
          "name": "Receiving Fewer Orders – Ahmedabad (3W)",
          "example": "Partner is complaining that he is getting less orders"
        },
        {
          "name": "Order Detail Screen Not Showing – Ahmedabad (3W)",
          "example": "Partner is complaining that he cant see order details screen"
        },
        {
          "name": "Unable to Accept Orders (No Delay)",
          "example": "Partner is complaining that he is not able to accept the order and there is no delay"
        }
      ]
    },
    {
      "issue": "Unable to Locate Address",
      "sub_issues": [
        {
          "name": "Unable to Locate Address",
          "example": "Partner is calling to know the lication details as he is unable to find the address"
        }
      ]
    },
    {
      "issue": "Unable to Place an Order (Customer ID Active)",
      "sub_issues": [
        {
          "name": "Update available for Porter Customer App",
          "example": "Customer is complaining that they are unable to place an order & there's an update available for their Customer application"
        },
        {
          "name": "Vehicle not shown when placing an Order",
          "example": "Customer is complaining that they are unable to place an order & there's no vehicle shown in their area"
        },
        {
          "name": "Service not available for Location entered",
          "example": "Customer is complaining that they are unable to place an order & application shows \"Service not available\""
        },
        {
          "name": "Application Error \"Something went wrong\"",
          "example": "Customer is complaining that they are unable to place an order & application shows \"something went wrong\""
        },
        {
          "name": "Application Error \"Your Account is temporarily Suspended\"",
          "example": "Customer is complaining that they are unable to place an order & application shows \"Your Account is temporarily Suspended\""
        },
        {
          "name": "Everything Correct still not able to place Order",
          "example": "Customer is complaining that everything on their Customer application is working fine & still they are unable to place an order"
        }
      ]
    },
    {
      "issue": "Underpayment / Customer Refuse to Pay",
      "sub_issues": [
        {
          "name": "Customer Unable/Refuses to Pay",
          "example": "Partner is complaining that customer is refusing to pay as he dont have money \nCustomer is saying that he will make the payment later as he dont have money now"
        },
        {
          "name": "Fare Increased",
          "example": "Customer is complaining that he will not pay the fare as fare shown while placing order was different and now the fare is higher \nPartner is complaing that customer is not ready to pay as fare has increased"
        },
        {
          "name": "Trip Fare Calculation Issue",
          "example": "Customer is complaining that he will not pay the fare and trip fare is not calculated correctly \nPartner is complaining that customer is refusing to pay as he have problem with trip fare"
        },
        {
          "name": "Due to Partner Behavior",
          "example": "Customer is complaining that he will not pay the trip fare as Partners behaviour was not good\nPartner is calling to complain that customer is refusing to pay the fare and blaming his behaviour"
        },
        {
          "name": "Previous Due Related",
          "example": "Partner is complaining that customer refusing to pay the trip as as his previous dues are still showing as pending \nCustomer is complaing that he will not pay the trip fare till his previous dues are cleared"
        }
      ]
    },
    {
      "issue": "Union Issue",
      "sub_issues": [
        {
          "name": "Union Issue",
          "example": "Scenarios where Driver Partners are harassed due to Local Union Groups for Driving\nLocal goons not allowing Porter vehicle in their area"
        }
      ]
    },
    {
      "issue": "Vehicle Allocation Related",
      "sub_issues": [
        {
          "name": "Vehicle Allocation / Vehicle not Available while Booking / Partner not assigned",
          "example": "Order placed by the Customer but Vehicle has not been assigned for the Order"
        }
      ]
    },
    {
      "issue": "Vehicle Breakdown / Vehicle Repair / Vehicle not Working",
      "sub_issues": [
        {
          "name": "Vehicle is Repairable",
          "example": "Partner is calling to inform that his vehicle has stopped working but he is getting it repaired and than he will continue with the trip\nCustomer is calling to complain that Partner is getting his vehicle fixed as his vehicle broke down"
        },
        {
          "name": "Vehicle is not Repairable",
          "example": "Partner is calling to inform us that his vehicle has stopped working and he cant continue the trip \nCustomer is caling to inform that Partners vehicle has stopped working and he cant deliver the goods"
        },
        {
          "name": "Minor Accident",
          "example": "Partner is calling to inform that he has met with and minor accident while delivering goods\nCustomer is calling to inform that Partner has met with an accident and cant continue the trip"
        }
      ]
    },
    {
      "issue": "Vehicle Capacity / Size / Base Fare / Base Distance & Time / Onboarding year / Vehicle Model Year",
      "sub_issues": [
        {
          "name": "Enquiring about Vehicle Capacity",
          "example": "Partner calling to know the maximum weight the vehicle can carry"
        },
        {
          "name": "Enquiring about Vehicle Size",
          "example": "Partner calling to know the dimensions of the vehicle"
        },
        {
          "name": "Enquiring about Vehicle specific Base Distance & Time",
          "example": "Partner calling to know the base fare according to the distance and time"
        },
        {
          "name": "Enquriing about Vehicle year allowed for Onboarding",
          "example": "Partner calling to know which year vehicle can be onboarded"
        },
        {
          "name": "Enquriing about Vehicle Model allowed for Onboarding",
          "example": "Partner calling to know if his vehicle mode can be registered"
        },
        {
          "name": "Asking for Customer / Receiver Details",
          "example": "Partner calling to know customer details"
        }
      ]
    },
    {
      "issue": "Vehicle info incorrect in system",
      "sub_issues": [
        {
          "name": "Vehicle number is incorrect in system",
          "example": "Partner calling to change the vehicle number as it is incorrect in the system"
        },
        {
          "name": "Wrong serviceability type is updated",
          "example": "Partner calling to inform wrong vehicle Dimension / vehicle type is mentioned"
        }
      ]
    },
    {
      "issue": "Vehicle Insurance Related",
      "sub_issues": [
        {
          "name": "Wants to Buy Insurance",
          "example": "Partner calling to buy vehicle insurance"
        },
        {
          "name": "Insurance Option Not Visible in App",
          "example": "Partner calling to complain that insurance option is not visible on his application"
        },
        {
          "name": "Already Raised a Ticket for Insurance Purchase",
          "example": "Partner calling to know the case status as he wants vehicle insuarance"
        },
        {
          "name": "Wants to Connect with Insurance Support",
          "example": "Partner calling to know insuarnce support contact details"
        }
      ]
    },
    {
      "issue": "Vehicle Not In Proper Condition",
      "sub_issues": [
        {
          "name": "Rope Missing / Tarpaulin / Vehicle Cover / Hook / Unclean Vehicle",
          "example": "Partner doesn't have Rope to tie the goods\nPartner doesn't have Tarpaulin to cover the goods/vehicle\nPartner doesn't have Vehicle Cover\nPartner doesn't have Hook to secure the goods in vehicle \nPartner came with an unclean Vehicle / dirty vehicle"
        }
      ]
    },
    {
      "issue": "Vehicle Number / Partner Different From Assigned",
      "sub_issues": [
        {
          "name": "Vehicle Number / Partner Different From Assigned",
          "example": "Vehicle arrived is different from the assigned Vehicle on Order\nPartner on Order is different from the assigned Partner on Order"
        }
      ]
    },
    {
      "issue": "Vehicle Number Plate Changes",
      "sub_issues": [
        {
          "name": "Stopped by Police/RTO for Using a White Plate",
          "example": "Stopped by the Police or RTO for using a white plate on a commercial vehicle"
        },
        {
          "name": "Inquiry About Changing White Plate to Yellow Number Plate",
          "example": "Inquiring about necessity of changing White Plate to Yellow Number Plate for commercial orders"
        }
      ]
    },
    {
      "issue": "Vehicle Seized/Critical Accident",
      "sub_issues": [
        {
          "name": "Partner caught due to illegal goods",
          "example": "Customer is calling to inform that he is caught by the police for transpoting unauthorised goods\nPartner is calling to inform that he is caught by the police for transporting unacceptable goods"
        },
        {
          "name": "Partner met with critical accident",
          "example": "Customer is calling to inform that Partner has met with an accident and needs medical help \nPartner is calling to inform that he has met with an accident and cant go to deliver tge goods and need medical help"
        }
      ]
    },
    {
      "issue": "Waiting Time Related",
      "sub_issues": [
        {
          "name": "Extra Waiting Time Query",
          "example": "Customer is calling to know about if he will be charged if Partner is waiting for longer time \nPartner is calling to know if he will get paid for the extra time he waited"
        },
        {
          "name": "Free Waiting Time for Loading/Unloading",
          "example": "Customer wants to know if there is any free waiting time for loading and unloading the vehicle \nPartner wants to know the free waiting time for loading and unloading"
        },
        {
          "name": "Customer Taking Longer to Load/Unload Vehicle",
          "example": "Customer is calling to tell us that it will take longer time to load or unload the vehicle as goods are fragile \nPartner is complaining that customer is taking too much time to load/unload the vehicle"
        },
        {
          "name": "Waiting Charges Details",
          "example": "Customer is calling to know waiting time captured and charges \nPartner is calling to know waiting time captured and the amount he will get for waiting"
        },
        {
          "name": "Waiting Time Charges Calculation",
          "example": "Partner / Customer calling to know how waiting time charges are calculated"
        },
        {
          "name": "Customer Cancelling After Asking Partner to Wait",
          "example": "Partner is complaining that customer is taking longer time to load the vehicle hence he cant wait \nCustomer is complaining that Partner is refusing to continue the trip as it is iaking longer time to load the vehicle and partner dont want to wait"
        },
        {
          "name": "Waiting Time amount not captured correctly",
          "example": "Partner is calling and complaining that he waitied for a longer time but the time is not captured correctly \nCustomer is calling and complaining that Partner was there for a longer time but waiting time is showing incorrect"
        }
      ]
    },
    {
      "issue": "Wallet / Ledger Related Queries",
      "sub_issues": [
        {
          "name": "Unable to Recharge Wallet",
          "example": "Customer is complaining that they are Unable to recharge Porter Wallet in Customer Application"
        }
      ]
    },
    {
      "issue": "Wallet Related Issues",
      "sub_issues": [
        {
          "name": "Porter Partner wants to check / know the Wallet Balance",
          "example": "Partner calling to know his wallet balance"
        },
        {
          "name": "Porter Partner Wallet Withdrawal Pending",
          "example": "Partner calling to know why the amount didnt get credited in his bank account and wy is it showing as pending"
        },
        {
          "name": "Porter Partner is unable to Withdraw from Porter Wallet",
          "example": "Partner is complaining that he is not able to transfer his wallet balance to his bank account"
        },
        {
          "name": "Porter Partner Wallet Recharge / Clear Dues Payment Pending",
          "example": "Partner is complaining that their wallet recharge / clear dues is pending"
        },
        {
          "name": "Porter Partner is unable to Recharge / Clear Dues",
          "example": "Partner is complaining that he is not able to recharge his porter wallet to clear his dues"
        },
        {
          "name": "Customer's transaction Failed While Recharging Wallet",
          "example": "Customer is complaining that his transaction was unsuccessful while he was tring to recharge his porter wallet"
        },
        {
          "name": "Recharged Extra Money in Porter Wallet",
          "example": "Partner has mistakenly recharged extra money to his Partner Wallet\nCustomer has mistakenly recharged extra money to their Customer Wallet"
        },
        {
          "name": "Customer wants to Transfer Wallet Balance to Bank Account",
          "example": "Customer is calling to know how he can transfer the money from him porter wallet to his bank account"
        },
        {
          "name": "Customer paid but Partner didn't receive Money in Wallet",
          "example": "Customer is complaining that he made the payment to the Partner , but it is not reflecting in Partner's wallet"
        },
        {
          "name": "Customer wants to Delete Wallet Transaction HIstory",
          "example": "Customer is calling to delete his wallet history"
        },
        {
          "name": "Customer is unable to Link Paytm Wallet to Porter Account",
          "example": "Customer is complaining that he is not able to link his paytm wallet with his Porter wallet"
        },
        {
          "name": "Unable to Recharge (Business Account)",
          "example": "Customer is complaining that he is not able to add money in his business wallet"
        },
        {
          "name": "Customer wants to check / know the Wallet Balance",
          "example": "Customer is calling to know his wallet balance"
        },
        {
          "name": "Customer is unable to Recharge Porter Wallet",
          "example": "Customer is complaining that he is not able to add money in his porter wallet"
        },
        {
          "name": "Porter Partner Clear Dues Payment Failed",
          "example": "Partner complaining that he tried to clear his dues , but his payment failed"
        }
      ]
    },
    {
      "issue": "Waypoint Related Issues",
      "sub_issues": [
        {
          "name": "Customer Requesting Drop at Another Location",
          "example": "Partner has already reached the desired Drop location and now the Customer wants to drop the goods at another location"
        },
        {
          "name": "Add Waypoint/Multiple Stops in a Fixed Trip",
          "example": "Customer is calling after the order is placed to add more stops to his trip \nPartner is calling to add more stops to the trip as trip has multiple drop locations"
        },
        {
          "name": "Increase/Decrease Number of Stop Points",
          "example": "Partner is calling to reduce/add number of stops \nCustomer is calling to reduce or add more stops to his trip"
        },
        {
          "name": "Check if Waypoint is Added to the Trip",
          "example": "Partner is calling to  know if multiple stops are added/visible in the order/trip\nCustomer is calling to know if multiple stops are added to his trip"
        },
        {
          "name": "Partner Refusing Due to Added Waypoints",
          "example": "Partner  is complaining that he dont want to continue the trip as it has multiple stops \nCustomer is complaining that Partner is refusing to continue as trip has more than 1 stop"
        },
        {
          "name": "Partner Asking About Payment for Waypoint Order",
          "example": "Partner is calling to know about the amount he will get for multiple stops trip\nCustomer is caling to know what are the charges if the trip has multiple stops"
        },
        {
          "name": "KMs not captured for Stops points added",
          "example": "Partner / Customer is complaining that trip had multiple stops and KM charges are not calculated"
        },
        {
          "name": "KM Charges Not Captured Properly for Stop points",
          "example": "Partner /Customer  is complaining that trip had multiple stops and KM charges are incorrect"
        }
      ]
    }
  ],
  "company_specific_terms": {
    "Partner": "Drivers who attach their Vehicle with Porter and work as Drivers to complete orders placed by the Customers",
    "Porter Partner": "Drivers who attach their Vehicle with Porter and work as Drivers to complete orders placed by the Customers",
    "Driver Partner": "Drivers who attach their Vehicle with Porter and work as Drivers to complete orders placed by the Customers",
    "Branding": "Porter Poster pasted on Vehicle for Promotion & provides certain benefits to Driver",
    "Prime Partner": "Partner gets 10 second advantage over other Partners while accepting orders on Partner Application",
    "Sender": "Person who sends the goods from Pickup location",
    "Receiver": "Person who Receives the goods at Drop location"
  }
}
</issue_tree>

2. Next, you will be given a audio of a customer service call. Listen to the audio call carefully to understand the context and content of the conversation.

3. Analyze the call audio
  a. Identify the key points of discussion in the call.
  b. Note any specific problems, concerns, or requests mentioned by the customer or driver partner.
  c. Pay attention to any keywords or phrases that might correspond to issues in the tree.

4. Map the call to the issue tree:
  a. Review the main issues in the tree and identify which one(s) most closely match the content of the call.
  b. Within the selected main issue(s), identify the most relevant sub-issue(s).
  c. Map at a maximum of two main and corresponding sub issues. Prioritize the one that appears to be the primary concern in the call with the main_issue and sub_issue and has highest confidence in mapping. If in case a second issue is mapped in the tree then use fields main_issue_2 and sub_issue_2

5. Provide your final output strictly in the json format below
{
 "main_issue": "If in case the call maps to a issue then map it here, otherwise use N/A",
 "sub_issue": "If in case the call maps to  issue then map it here, otherwise use N/A",
 "justification": "Your explanation for the mapping, referencing specific parts of the call transcript",
"confidence":"Confidence score for mapping main and sub issue.Score between 0 to 100"
"main_issue_2": "If in case the call maps to a second issue then map it here, otherwise use N/A",
 "sub_issue_2": "If in case the call maps to a second issue then map it here, otherwise use N/A",
 "justification_2": "Your explanation for the mapping, referencing specific parts of the call transcript for main and sub issue 2",
"confidence_2":"Confidence score for mapping main and sub issue.Score between 0 to 100"
}

If you cannot confidently map the call to any issue in the tree, set main_issue and sub_issue to "N/A" and provide justification explaining why no confident mapping could be made

Remember to base your decision solely on the content of the provided call and the given issue tree. Do not make assumptions or introduce information not present in these sources.

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