Organizational intentsource-management-requirements · 01
“The approved requirements do not define which ride stages allow cancellation, what reasons are required, or when a fee applies.”
MetroMove pilot management requirements
Open complete sourceAll Reality GapsOpen Deployment Path
MediumStrong evidenceOpen
Cancellation behavior is promised but not operationally defined
Riders expect cancellation, but requirements and service rules do not define permitted stages, reasons, or fees after matching.
IntentFieldTechnical
97% confidence3 validated excerpts
Source alignment
Why Practero raised this gap
Every quote below is an exact substring of its linked fixture source and is checked against stable chunk offsets.
Field realitysource-rider-support · 01
“Riders said they need to cancel when a driver is delayed or moving away from the pickup point, but they do not know when cancellation stops being available.”
Rider support feedback summary
Open complete sourceTechnical realitysource-technical-architecture · 01
“The service contract does not define permitted cancellation transitions after matching or after a driver starts toward pickup.”
Current architecture and feature summary
Open complete sourceImplementation impact
Operational / business
Riders and support staff may receive inconsistent outcomes, increasing disputes and failed trip expectations.
Technical
The application cannot enforce a complete transition policy until product and operations make the missing decisions.
Recommended action
Approve a cancellation decision table covering ride stages, actors, reasons, fees, and user messaging before expanding the interface.
Acceptance criteria
- An approved decision table defines cancellation permissions and outcomes for every ride stage, and product tests cover each allowed and rejected transition.
Deterministic assessment
- Impact
- 2 / 4
- Likelihood
- 3 / 4
- Deployment-critical
- No
- Current mitigation
- Partial
Related Reality Map items
- Allowed cancellation stages, reasons, and fees remain unresolved.Open Question
Linked deployment workstream
Transaction and cancellation controls
Make wallet activity auditable and cancellation behavior operationally consistent.