Missed tap and fare adjustments
Applies to: customers charged a default fare because they did not tap off.
Key facts
- If a customer does not tap off, the maximum fare for that service is charged.
- Customers can apply for an adjustment within 14 days of the trip.
- Adjustments are limited to 3 per card per 12 months (fictional demo policy).
- Approved adjustments are credited to the card within 3 business days and collected on the next tap.
Steps
- Verify the customer and find the trip in the card history marked Incomplete journey.
- Confirm the real start and end stops with the customer and check them against the tap on record.
- Select Fare adjustment and enter the correct end stop. The system recalculates the fare.
- Tell the customer the credit amount and when it will arrive.
- Remind the customer to tap off at the end of every trip.
Escalate when
- The customer is over the 3 adjustment limit and has a genuine reason, such as a reader fault.
- The trip is older than 14 days.