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Every conversation, with the session and payment already attached.

Charged but session never started

sup-441 · Payment issue · opened 12:34

new

Nuwan Perera12:34

I plugged in at Fort and my phone says the charge finished but I was never charged and the receipt never came. Did it work or not? I need to know if I can drive.

Platform · 12:35

Linked automatically: session se-206 (21.3 kWh delivered, stopped 12:31). Transaction tx-9001 state = exception.

L. Wickrama12:38

Hi Emmanuel - good news, the charge did work. 21.3 kWh went into your car, so you are safe to drive. The payment failed on our side, not yours. I am passing this to our finance team and we will confirm what happens next today.

Nuwan Perera12:41

So will you take the money later or is it free?

Customer

NameNuwan Perera

Phone+94 719•••214

VehicleBYD Dolphin

Phone is masked. Full contact details are available only when the customer is verified on the call - and opening them is logged.

Linked session

Sessionse-206

StationColombo Fort Hub

Energy21.3 kWh

Duration33 min

Statepayment exception

Battery92%

Open session →

Linked payment

ReferenceMIX9001TZ

AmountLKR 20,735

MethodFriMi

Stateexception

You can raise a refund or billing decision here, but only finance can approve it. Raising it is the right move - do not promise the customer an outcome you cannot sign off.