Support Tickets

Auto-Generated Customer Support Tickets

Tickets are created automatically when a rider encounters an issue when attempting to rent or return a bike

Example:

When the user is attempting to rent a bike and is unsuccessful, the pop-up screen asks what the issue is. Some of the options a rider can select are:

• Mistakenly rented

• hardware damage

• bike failed to unlock

• did not end properly

For issues with Locking or Unlocking bikes, Customer Support will check the locking/unlocking logs in the database to see if the success note is True, False or Blank.

If it’s true, it means the user was successful in locking or unlocking the bike and the rider is charged for the rental.

If it’s false or blank, we check the unlock log for any errors that may have occurred during the rental attempt. If errors occurred, we void the charge or issue a refund and respond to the user accordingly.