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
Powered by GitBook
On this page

Was this helpful?

  1. Customer Support

Resolving Open Rentals

Partner Question: What does the Customer Support process look like for proactively identifying and closing open rentals that may have been in error?

  • Our customer support team does a rental sweep everyday to see if there are any open rentals left from the day before. Before closing a suspect active rental, they check the rental unlock logs to see if the rider may have had any issues with ending the rental. If so, the rider is charged a custom amount for only a 1 hour rental and then the ticket is closed. If it’s false or blank, we void out the rental and close.

Partner Question: What would be good for the rider to know about this process?

  • If ever a rider has issues with unlocking or locking, they can always "Report a Problem" immediately in the app so that they won’t leave the active rental overnight.

PreviousSupport TicketsNextBilling Setup

Last updated 3 years ago

Was this helpful?