Refund approvals
Somebody asked to give a customer their money back. You decide.
You cannot raise and approve the same refund. Every request here came from an operator or a support agent, and your name goes on the decision. That is the whole control - one person to spot the problem, a different person to release the money.
Waiting on you
Capture failed - energy delivered, customer never billed
Not a refund in the normal sense - nothing was taken. Support raised it to get a decision on whether we bill retrospectively or write it off. 21.3 kWh delivered.
Duplicate debit - two provider records for one capture
Reconciliation flagged rc-4. Customer has not complained yet. If confirmed we should refund before she notices.
Session faulted at 6 minutes - customer billed for full pre-auth estimate
Partial. Charger threw GroundFailure mid-session. Customer got 4.1 kWh, was held for the full estimate.
Decided
Double charge confirmed with provider
Confirmed with Mobitel. Refunded in full.
Customer says they did not authorise the charge
Session started from his authenticated account, at his usual station, and the car reached 80%. Declined - asked support to walk him through his session history instead. If he still disputes it, escalate as possible account compromise rather than a refund.