Tandem Mobility Partner Resources
  • Introduction
  • Images
    • Tandem IG Bike
    • Tandem Nexus E-Bike
    • Tandem Uptown Drum Bike
  • Marketing & Promotion
    • Community Engagement Examples
    • Media Kit Link
    • Sample Social Posts
    • Marketing Best Practices
    • QR Code
    • Promotional Coupons
    • Flyer
    • Marketing Fun Facts
  • Rental Costs & Coupons
    • Pay-As-You Go Pricing Options
    • Membership Options
  • System Branding
    • Bike & Station Branding
    • In-App Branding
  • Tandem Mobility Resources
    • Tandem Markets
    • Micromobility Solutions 2021
    • Location Agreement
    • Tandem Mobility COI
    • Master Services Agreement Template
    • Rider Agreement
    • Independent Contractor Agreement (simple)
    • General Maintenance
    • In-App Rider Tutorial
    • Tap Card (RFID) for Movatic Admins
  • Regional Systems
    • Creating Regional Programs
    • Separate Systems Example - Cobb County, GA
    • Single System Example - KANCycle
  • Spec Sheets
    • AXA Lock
    • Tandem IG Drum Bike
    • Tandem Uptown IG 5 speed
    • Tandem Uptown 8 Speed
    • E-Bike
    • Standard Bike Station
    • Charging Stations
  • Renting & Rider Experience
    • App rental process
    • Locking "good to know" info
    • Renting withTap Card (RFID)
  • Customer Support
    • Support Tickets
    • Resolving Open Rentals
  • Billing
    • Billing Setup
    • Billing Disputes
    • Transaction Fees
  • Movatic Software Resources
    • Architecture & Security
    • Movatic Support
    • Movatic Privacy Policy
  • Account Management
    • Data Analytics
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  1. Billing

Billing Disputes

Partner Question: If there is a dispute on bike rental charge, who gets the phone call to resolve the issue or provide the refund?

  • All disputes and billing questions are handled by Movatic (software provider), and Tandem Mobility will manage this relationship for you so you won't have to worry about dealing with any of the refund and billing support.

  • All disputes are investigated by our support representative using a combination of evidence gathered (user associated with the rental, user locking and unlocking history, etc)

  • Our support representative submits the dispute via the Stripe website

  • Stripe quotes that it will take up to 2 months to turnaround a decision

  • Our support representative will be notified if it is won or lost and go from there

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Last updated 3 years ago

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