Tandem updated CS scripts
You may use the following scripts for Tandem Related issues
Overview
Daily Support Tasks
Clear all support tickets via slack and the appropriate ticket platform
Check all programs for any rides over 24 hours long
Check all programs for any pending charges
Support Tickets:
Tandem tickets from all sources show up in the #tandem_support channel in Slack. So you will use this as the starting point each day. Those tickets originate from three different sources:
Emails- riders email support@tandem-mobility.com, this creates a Jira ticket, and a notification in slack. Respond to these directly from Jira or from the support@tandem-mobility email address.
In App- riders create a ticket in the app, this creates a ticket in admin (riders system -> customer support), and a notification in slack. Respond to these tickets in Admin directly.
Voicemail- riders call +1-313-217-9220 and leave a voicemail, this creates a twilio ticket, and a notification in slack. Respond to these by phone or email from the support@tandem-mobility email address.
You will go through slack daily to handle tickets/replies and use the thumbs up ✅ once completed/resolved. If you are stuck you can use this❓ to indicate pending/still needs attention. It can be most efficient to do one system at a time so if you get a ticket from Huntsville, go through and handle all of the tickets/ongoing rentals, pending charges to cut down on bouncing around too much. You will also see some voicemails come in through slack, though most will also have an accompanying ticket in admin.
Templates
Wrong bike number entered
Example Ticket:
How to Handle:
This one comes up from time to time. See Loom here for how to end the rental and below for an example response. This often has the rider generating multiple tickets; reply to one and close the others with an internal note.
Template Response:
Hi {rider}, Thanks so much for reaching out about this. I've ended the rental and have voided the charge entirely; the hold will be returned to you in full. I hope you'll ride with us again soon. Best, {Your.name}
Didn’t Unlock
How to Handle:
If a user has an issue unlocking, they will usually send a ticket via the app. It’s important to check the rental itself as they often will have difficulties unlocking but the app creates a successful rental without the rider realizing. You may have to manually end the ride and refund any charges for that rider. Reply to them with the below and also check the bike itself to see if it’s had a more recent successful rental and/or if it has had other users reporting it didn’t unlock. If that’s the case, create a ticket for the mechanic to give it a test. Sometimes it is just the nature of Bluetooth technology but when in doubt, create a ticket for a mechanic.
Template Response:
Hi {rider}, Sorry for the frustration and thank you for reaching out. It sounds like your phone just had trouble connecting to the Bluetooth lock but we are looking into the issue. In the meantime, I have ended your ride and confirmed you have not been charged. Best, {Your.name}
Hi {rider}, Sorry for the frustration and thank you for reaching out. I've alerted our mechanic and they'll take a look at this. In the meantime, I have processed refunds for both of your rentals and confirmed that you were charged for a 30-minute rental only. Best, {Your.name}
Rider sends in a ticket that doesn’t make sense
Example Ticket:
How to Handle:
Sometimes people will just send one word or a random string of letters. When this happens, I typically handle it with the below reply, or if it may not require a response at all and you can resolve the ticket.
Template Response:
Hi {Rider}, Please let me know if I can be of any assistance. Best, {Your.name}
Duplicate rental
Example Ticket:
How to Handle:
A rider might mention they were charged twice (this is a bug in the app we Movatic is working to fix). You’ll need to go in and confirm that’s the case, this is usually what it looks like - two of the same bike number with rentals started at the same time:
Refund one of the rentals with the reason “Duplicate rental”. Then reply to the user as follows:
Template Response:
Hi {Rider}, Thank you for reaching out. I've refunded one of the rentals and apologize for the inconvenience here. We'll be pushing a fix for this soon. Happy riding! Best, {Your.name}
Rider is vague
Example Ticket:
How to Handle:
If it is unclear why the user is reaching out, for example saying “bad” or “Messing up”, it’s important to respond to them and figure out the cause of it. I usually do it with this type of message:
Template Response:
Hi {Rider}, Thank you for reaching out. Can you let me know what was “messing up” - the bike, the rental process, etc? Any info helps! Best, {Your.name}
Issues with locking
Example Ticket:
How to Handle:
If a rider expresses an issue with locking, it’s important to ask some clarifying questions. Is it related to the lock going through the tires, is it related to the latch not releasing when trying to lock it up, issue with the cable being inserted, etc. Depending on their ticket, ask and adjust your reply accordingly.
It is also important in this example to check the riders rental history and manually end the ride if still active. You may also need to refund a portion of the trip based on the trip length. Additionally check to see if there has been a ride following this ticket on the same bike with a successful lock. If not, we will want to create a maintenance ticket for the mechanic to check the bike to make sure the lock is working and it is secured at a station.
Template Response:
Hi {Rider}, Thank you for reaching out though I'm sorry to hear this! Can you share some more information about what made it difficult to lock? Was it something to do with the app not communicating with the lock, being unable to push the tab down, or the cable not inserting? Any of this info helps us to address this going forward and we appreciate it. Best, {Your.name}
-Hardware issue
Example Ticket:
How to Handle:
If a rider has an issue with the hardware, they’ll usually share in the message. You’ll always create a maintenance ticket for that and add in the maintenance type. First, create a ticket and it’ll populate the bike info. Copy their description over and set the due date to be a week out in the future. Select from the dropdown the issue. For example on this one, it’d be for seat/seatpost. Once that is done, put the bike into maintenance until it can be serviced by the local mechanic. Reply to the user accordingly and refund if necessary.
Put into maintenance: flat tire, chain fell off(or any chain issue), loose handlebars. Anything that makes the bike unsafe or unrideable.
Don’t put into maintenance: seat, lock, bell, grips, lights, sound funny etc. Most of these issues are related to incorrect use, or need minor adjustment.
Template Response:
Hi {Rider}, Thank you so much for letting us know. I've alerted our mechanic and they'll take a look at this. I hope you'll ride with us again soon! Best, {Your.name}
Credit Card Hold/$10 Charge
Example Ticket:
How to Handle:
We place a $10 cc hold on all rentals to help ensure the bikes are returned. Once the rental is ended the cc hold is removed. The hold process differs based on the riders bank, so it can instantly be removed while some may take a few days. The below reply should help riders understand.
Template Response:
Hi {Rider}, Our system charged you $xxxx for your trip. The $10 was a hold that is placed on your credit card, once you end your rental in the app your bank will reverse the hold. The hold feature is meant to help prevent fraud and ensure bikes are returned to keep the system running smoothly for future riders. The timing is dictated by your bank so you can check with them to understand their process if you don't see the hold removed in 2-3 business days. Thanks for Riding! Best, {Your.name}
Ride was ended by another user
Example Ticket:
How to Handle:
We will want to charge the rider a fee:
Go to ticket > click on rental link
Click charge rental
Fill out form with $10.00 fee and the custom amount reason:
”Your ride did not end properly in the app so we applied a $10 fee. If you believe you locked and ended your ride, reach out to support and we can provide a refund based on your actual trip length.”
Template Response:
There is no need for a template response since the ticket itself is automated and the rider will get the custom amount reason on their trip receipt. Just close out the ticket to finish!
Few items to check and consider while working through these tickets:
If the same user has a few of these tickets on the same day, only charge them one fee and then close out the remaining tickets.
If the rider also sent in a regular ticket with issues ending their ride, do not charge them a fee. Just respond to the other ticket as you normally would and close this ticket out.
If the same rider has many similar tickets, I would charge them the fee and then also send them a message similar to below:
Hi {Rider}, we charged you $10 for not ending your rental, but noticed you have had trouble locking on several trips. I would love to learn more about your experience so we can help resolve this issue ongoing. Is your phone not connecting to the lock? Is your app crashing? Are you having trouble closing the tab and inserting the cable? Any info is appreciated so we can refund the fee and improve your experience. Best, {Your.name}
Rentals over 24 hours
If you are going through the systems and see a rental from the day before, check if there are CS tickets for that user. If not, click on the rental itself and check the in rental unlocks. This will appear blank, but you can usually figure out when a rider unlocked it and when they attempted to end it. For example, on this one:
I see the first command was 4:28pm and the next one was 5:46pm. To me, this would mean they tried to lock/end the rental at that time and I will use that time to end their rental which will adjust their total as needed. See below.
***If the user did not reach out to support to notify us of the long rental and the log does not show an attempted lock we will start to charge them. This process will be developed in the next week and we will train you on what needs to be done.
Pending Charges
***You will be checking for pending charges in each Tandem program daily. This process will be developed in the next week and we will train you on what needs to be done. If you see any charges in the meantime, notify me and I can help walk you through what to do.
Other General Info:
If you get a ticket that requires escalation to Tandem, send a message in the #tandem_support channel and tag Keli, Stacy, and Robbe. One of us will respond ASAP. This may happen if you are not sure how to answer a rider's question, if they ask for further assistance, or you want approval for a larger refund or promotion code.
If you get a ticket that requires support or escalation to Movatic you will handle per your movatic support process. This could happen if you start getting several tickets with the same issue repeatedly across shares, or see trends among tickets. Examples would be duplicate rentals or frequent app crashes. We wfill want to escalate these issues to Movatic for resolution.
Here is a list of all active Tandem Markets including location and the day they launched. This is the list of all markets you will need to check on daily in admin. This list also shows the IC (local mechanic) in the last column which you may need to reference.
This document and all Tandem resources will be moved to Gitbooks, ongoing that should be your reference point.
The right brake is frozen
Hi Aesha, We appreciate you making us aware of your negative experience. We strive to provide excellent customer service in a timely manner, and I apologize for the inconvenience this has caused. Our maintenance team will handle this accordingly. Best, Rosal
Bike shows available, but says being rented
Rental was ended by another user
Denied Email Authorization
Customer’s email address has a different domain. Membership status is approved but membership is inactive
Safety Issue: Freewheel not engaging and caused chain to come off
Hi rider, I understand how frustrating this must have been for you. We value our customers' time and safety, and this should not have happened. I've processed the refund and alerted our mechanic to fix the issue. Best, Rosal
Rental was ended by another user. This is likely because the initial user did not end the rental properly.
User requested to remove his CC
Hi David, We were able to remove your credit card from the system and also confirmed there were no charges to your account. Apologies for the bad experience on the bikes, if there is any specific feedback you have it would be much appreciated as we work to improve the program. Best, Keli
Hi, Sorry to hear that and thank you for reaching out. Your rental has ended manually and you were charged $10. Please advise your actual trip length so we can process the refund accordingly. Best, xxxx
Hi, Thank you for reaching out. We appreciate your feedback. If there is anything specific that you want to add, please let us know as this will help us improve the program. Best, xxxx
Hi , Sorry for the frustration and thank you for reaching out. It sounds like your phone just had trouble connecting to the Bluetooth lock but we are looking into the issue. In the meantime, I have ended your ride and confirmed that you have been charged for an hour rental only. Best, {Your.name}
Hi xxxxx, Thank you for reaching out. During the rental process, you will be asked to enter a bike number or scan a QR code. Once the rental starts, the app will transition to a "Searching for Bike" screen and it will ask you to hold your phone close to the bike so that the Bluetooth can detect the lock and connect. The lock will make a loud noise as it attempts to unlock. When the unlock is successful, you will see the Rental Started screen. Have a safe ride! Best, xxxx
Hi xxxxx, Thank you for letting us know. I've alerted our mechanic and they'll take a look at this. I hope you'll ride with us again soon! Best, xxxxx
Hi xxxx, Thank you for reaching out. The rental for the bike is free for 1 hour. However, our app will still require you to add your credit card as a $10 hold is placed on every rental. Once you end your rental in the app, your bank will reverse the hold. The hold feature is meant to help prevent fraud and ensure bikes are returned to keep the system running smoothly for future riders. Best, xxxx
Hi xxxx, Thank you for reaching out. To start the rental, you will be asked to enter a bike number or get to the screen via scanning a QR code on your app. Once the rental starts, the app will transition to a "Searching for Bike" screen, and it will ask you to hold your phone close to the bike so that the Bluetooth can detect the lock and connect. The lock will make a loud noise as it attempts to unlock. When the unlock is successful, you will see the Rental Started screen. Best, xxxx
In the meantime, I have ended your ride and temporarily charged you $10. Please advise your actual trip length so we can process the refund accordingly. Best, xxxx
Hi {rider}, Sorry to hear about the situation and thank you for reaching out. We have alerted our local technician and we will take a look at the issue. In the meantime, can you tell me your actual trip length so we can process the appropriate refund for your trip? Best, xxxx
Hi {rider}, Sorry for the frustration and thank you for reaching out. I've alerted our mechanic and they'll take a look at this. In the meantime, I have ended your ride and confirmed you had not been charged. Best, xxxx
Hi xxxxx. Thank you for reaching out. I have ended your rental and you were temporarily charged $10. Please advise your actual trip length so we can process the refund accordingly. Best, xxxx
Hi xxxxx, Thank you for reaching out though I'm sorry to hear this! I've alerted our mechanic and they'll take a look at this. In the meantime, I've refunded one of the rentals and apologize for the inconvenience. Best, xxxx
Hi xxxx. Sorry for the frustration and thank you for reaching out. Upon checking, it looks like the membership was not successfully applied to your account. If you like I can manually apply for the annual membership at no cost. Please let me know if you have further instruction. Best, xxxx
HOW TO APPLY FOR A MEMBERSHIP
Hi xxxx,
I hope you are well and thank you for reaching out.
You can apply for a membership via your app, you will need to click on Memberships > Search for the Membership > Select the Membership > Request Access.
The app will send your request to the admin once you have clicked Request Access. Alternatively, you can see on your Memberships if your access is still pending and if you click Authorization Pending, you will be prompted to contact support to follow up on their status.
Best, xxxx
Hi XXXXX , Thank you so much for letting us know, and sorry for any frustration this may have caused. I've alerted our local mechanic and operations team and they'll take a look so we can correct our bike availability data for future rentals. I hope you'll ride with us again soon! Best, xxxx
Hi xxxxx, I hope you are well and thank you for reaching out. It seems that the unlock button was not selected before ending the rental which is why the box did not open. No worries, we will look into this asap. Best, xxxxx
Last updated
