WiredCommute Customer Support Decision Tree Guide
Table of Contents
1. Introduction 2. Standard Reimbursement Process for Transit 3. Standard Reimbursement Process for Parking 4. Returning Transit and Parking Products for Refund 5. Direct Pay Parking 6. Self Elect Parking 7. PCCC 8. METRA 9. Charlie Card 10. LIRR / MNR 11. SmarTrip 12. Chicago Card Plus 13. Breeze Card 14. Clipper Card 15. Compass Card 16. Corporate Quick Card 17. Orca Card 18. Q Card 19. SmartLink 20. TAP Card 21. PRK CR 22. Retractions 23. Transit Authority Returns List
Introduction
This document contains scenarios for the most frequently asked questions and concerns from participants along with information on how to address those concerns. The decision tree format is intended to guide your customer support staff to the right answers when taking calls from participants.
This package contains information on how to troubleshoot products, what to do if a participant has not received a pass, or if a pass was not funded/payment not received. In this document you will find the standard reimbursement process for transit and parking products, as well as for those products that have specific rules and exceptions regarding returned passes that fall outside of the standard policy.
Standard Reimbursement Process for I have not received my transit pass in the mail. Never Received Passes (Transit)
Please review PPT's order history and confirm order details for the benefit month/s in question.
Does the shipping address Is if after the Is it after the 1st RCF's are not accepted after the in the order 10th of the YES YES of the benefit YES 10th of the benefit month. detail match month? benefit month? what the PPT has given you? NO NO NO
PPT's have until the 1st of the Have PPT purchase a replacement PPT will need to update their benefit month to receive passes in pass and submit a receipt, along mailing address and is not eligible the mail. with an RCF. for RCF. Standard Reimbursement Process for My parking voucher has not been received. Not Received Payments for
Please review PPT's order history and confirm order details for the benefit month/s in question.
Does the shipping address in the order Is if after the 10th of Claims are not accepted after the 10th Is it after the 1st of detail match what YES YES the benefit month? YES of the benefit month. WC can void the PPT has given the benefit month? check and credit account. you? NO NO NO
PPT will need to update their mailing PPT's have until the 1st of the benefit PPT can either submit a claim for address. PPT can either submit a claim month to receive parking voucher in the reimbursement or WC can void check for reimbursement or WC can void check mail. and credit account. and credit account. Ido not need my order, can it Returning Transit and Parking be returned? products for refund
Please review PPT's order history and confirm order details for the benefit month/s in question.
Can product be returned for PPT will need to fill out return YES credit? form and mail pass back to WC. NO
Unfortunately if WC cannot get credit back from TA, we will not be able to credit the PPT. *Override available. My parking provider has not received my monthly payment. Direct Pay Parking
Please confirm with the PPT the correct parking operator, billing address and parking Account number.
Please pull up order detail for that benefit month for review. Please confirm with the PPT which benefit month payment was not received .
Does the order Has WC WC to provide copy of cashed Please create a new PPT issue confirmed detail match the check image. Please forward to TPA to notify PPT and provide proof YES requesting research of benefit payment was YES PPT as proof of payment. PPT parking operator of payment. information the month payment that was not cashed by will need to provide to PO and PPT provided? received. provider? request PO apply payment. NO NO
Please create new PPT issue for TPA to verify with WC if check benefit month payment was not can be reissued or PPT credit received requesting research and can be provided or claim can be provide PO name and billing filed for reimbursement. information PPT states is accurate.
WC to provide copy of cashed Ask PPT if Was payment check image. Please forward to payments are TPA to notify PPT and provide proof cashed by YES YES PPT as proof of payment. PPT being forwarded of payment. provider? will need to research with old to a new PO? and new parking providers. NO NO
WC to research new PO billing WC to research new PO billing information for possible information for possible update update to affiliation. PPT must to affiliation. Once confirmed, contact PO that has cashed WC will reissue payment to parking payment and request new provider. refund. I have not received my Commuter Commuter Check for Parking Check Voucher for Parking.
Please review PPT's order history and confirm order details for the benefit month/s in question.
Participants can either have the voucher voided and credited back DidDid tthehe PPT IsIs iitta afterfter tthehe to their parking account or they can have a benefit YES 1st of the YES pay for their parking expenses out processed? benefit month? of pocket and submit a claim with proof of payment to be reimbursed. NO NO
PPT has until the 1st of the benefit If the benefit is not successfully month to receive pass in the mail. If processed, the PPT will not have a they do not have the pass by the payroll deduction. 1st, they will need to follow the RCF procedure. Commuter Check Card Prepaid I'm having trouble with my Commuter Check Card. MasterCard
Direct call to Commuter Check Card customer service for trouble shooting assistance. 1‐866‐ 264 2440
For transit purposes For parking purposes Can only be used qualified transit terminals Can only be used qualified parking terminals Pass has not been received. METRA
Please review PPT's order history and confirm order details for the benefit month/s in question.
Was the order Is it after the Replacement passes cannot be successfully 10th of the requested after the 10th of the YES YES processed? benefit month? benefit month. WC will credit the PPT's account only if pass is returned by the USPS. NNO NNO
Create PPT issue requesting Inform the PPT why the order was replacement pass be made not processed. available.
WC will respond within 24‐48 hours with status of the replacement request. Please advise the PPT once this information has been updated. CharlieCard My Charlie Card is not working.
Please review PPT's order history and confirm order details for the benefit month/s in question.
Any gaps in order Has the PPT history will result in Has the PPT CharlieCard may be defective had any gaps deactivation of a Have benefits received their and will require replacement. between YES CharlieCard. A new Resumed ? YES new YES Please submit issue to WC benefit CharlieCard is issued CharlieCard? requesting replacement. months? as soon as benefits resume. NO NO NO
CharlieCard may be defective CharlieCard has been Please verify delivery address and and will require replacement. deactivated for use. Once PPT submit issue to WC requesting Please submit issue to WC resumes benefits a new replacement CharlieCard. Please requesting replacementreplacement.. CharlieCard will be issued. make sure to include the delivery Please confirm mailing address. address in the issue description Pass has not been received. LIRR and MNR (Long Island Rail Road and Metro North Rail Road)
Please review PPT's order history and confirm order details for the benefit month/s in question.
PPT needs to call the Mail and Ride Is the missing department directly to receive an Was the order pass indeed an Affidavit . Upon receipt of the affidavit successfully YES LIRR/MNR pass YES they must sign and return the form to processed? and not an MTA the MNR office in order pass? to pursue a credit or re‐issuance of the monthly pass. NO NO NO NO
Inform the PPT why the order was not PPT should follow standard process processed. PPT will receive a credit for and file a never received pass claim any order that cannot be processed. by the 10th of the benefit month.
It can take between 6‐8 weeks for the TA to send funds back to WC. Please ensure the PPT verifies account number and makes any necessary corrections to their order. SmarTrip benefits balance incorrect or SmarTrip SmarTrip card not working.
Please review PPT's order history and confirm order details for the benefit month/s in question.
Are there any fulfillment PPT must contact WMATA at discrepancies in YES 1‐888‐762‐7874 to ensure SmarTrip the SmarTrip order account is properly registered. history? NO
Does the SmarTrip Please ask PPT to tap SmarTrip card serial number on for use. If card is still not working If damaged, have PPT obtain a file match what YES PPT must ask a station attendant for new card, register it, and call the the PPT has in help as card is likely damaged. TPA to provide new card number.number. hand? NO
Create new PPT issue requesting Has PPT registered reassignment of active/claimed new SmarTrip card YES benefits from old SmarTrip serial with WMATA? number to new SmarTrip serial number. NO
Inform PPT that new SmarTrip card must be registered with WMATA before benefits can Be reassigned from old SmarTrip card. My Chicago Card Plus is not working. Chicago Card Plus
Please review PPT's order history and confirm order details for the benefit month/s in question.
The benefit was not successfully Were therethere processed and funding could not any order YES be loaded. A credit will be discrepancies? posted. NO
PPT will need to contact the CTA directly to trouble shoot card issue. The CTA will be able to transfer balances if necessary and resolve the matter for the PPT. My Breeze Card is not working. Breeze Card
Please review PPT's order history and confirm order details for the benefit month/s in question.
Please Submit an issue to WC Was the order Has PPT requesting a replacement successfully obtained a new YES YES Breeze Card. Only cards issued processed? card not from by WC can be used with benefit WC? program. NO NO
Has the PPT Please submit an issue to WC asked a station requesting a replacement Breeze Inform the PPT why the order was attendant for YES Card. Only cards issued by WC not processed. assistance? can be used with benefit program. NO
Please ask that the PPT seek assistance from a station attendant. My Clipper card does not Clipper Card work.
Please review PPT's order history and confirm order details for the benefit month/s in question.
Does PPT have Passes are available to claim no later Has the PPT the same card Is it after the then the 1st of the benefit month. If the tapped their number that is YES YES 1st of the YES PPT is still unable to claim their pass, we card at a card listed on the benefit month? recommend contact Clipper and having reader? order detail? them review their account. NO NO NO The funds for Clipper orders do not Passes are available to claim no later automatically show on the card. Orders then the 1st of the benefit month. If the have to be activated by tapping your PPT is trying to claim their pass before card at a card reader. the 1st, we recommend trying again on the 1st.
Has PPT Participants must be advised to report reported card their card lost directly to Clipper by l/llost/stolen to NO calling 877‐878‐8883. Clipper will TPA to verify that PPT has updated Clipper? transfer any remaining funds or passes order with new card number. to the new card as well. YES
Has PPT's PPT needs to update card number with WC so that all future orders go to the TPA to verify that PPT has updated cutoff date NO passed? correct card. order with new card number. YES
If PPT cutoff date has passed, the order for the next benefit month will be rejected and returned by clipper. It usually takes between 6‐8 weeks for WC to receive the credit. Once the credit has been received, WC will apply it to the PPT's account. My Compass Card is not working. Compass Card
Please review PPT's order history and confirm order details for the benefit month/s in question.
Please submit an issue to WC Has the PPT Has PPT requesting a replacement Was the order tapped their obtained a new Compass Card. Only cards successfully YES card to validate card not from YES YES issued by WC can be used with processed? the new pass? WC? benefit program. NO NO NO
Please ensure the PPT taps their HHas ththe PPT Please Submit an issue to WC Inform the PPT why the order was card to validate the new asked a station with 16 digit card number, so not processed. monthly pass. attendant for YES that we can confirm order with assistance? TA. NO
Please ask that the PPT seek assistance from a station attendant. My Corporate Quick Card is not working. Corporate Quick Card
Please review PPT's order history and confirm order details for the benefit month/s in question.
Monthly passes will If the PPT has missed the window to Is the PPT Is it after the Was the order Has the PPT only be available purchase a Monthly Pass using their Is the PPT using purchasing a 5th of the successfully asked a station YES from the 25th to the YES Corporate Quick Card, funds loaded YES the correct pin? YES YES monthly pass? benefit month? processed? attendant for 5th of the following to the card will be returned as a assistance? month. credit the following calendar month. NO NO NO NO NO
Order must be claimed no later than All Corporate Quick Cards that are the 15th of the benefit month. If the issued by WC have a pin of 94733. If Please Submit an issue to WC Is it after the orders are not claimed by the 15th the PPT has attempted to enter the Please ask that the PPT seek YES requesting a replacement Corporate Inform the PPT why the order was 15th? they will expire. WC will credit the pin 3 times incorrectly, the card will assistance from a station attendant. Quick Card. not processed. PPT's account 4‐6 weeks from the be blocked. Please create a PPT issue 15th of the benefit month. for WC to unblock the card. NO
Please Submit an issue to WC requesting a replacement Corporate Quick Card. My ORCA card is not working. Orca Card
Please review PPT's order history and confirm order details for the benefit month/s in question.
Please submit an issue to WC Was the order Has PPT requesting a replacement ORCA successfully obtained a new YES YES card. Only cards issued by WC processed? card not from can be used with benefit WC? program. NO NO
PPT Should not be loading Is PPT inquiring personal funds to card. WC Inform the PPT why the order was about personal cannot account for personal not processed. PPT will receive a funds that were YES funds loaded to card. WC cannot credit for any order that cannot be loaded to the transfer personal funds if a processed. card? replacement card is issued. NO
Please Submit an issue to WC for research My Qcard was not funded. QCard
Please review PPT's order history and confirm order details for the benefit month/s in question.
Has PPT used Was the order card for benefit successfully Please submit issue with serial YES month in YES processed? question? number included to WC. NO NO
Funds can only be loaded when a Inform the PPT why the order was Q card is tapped for use. We not processed. PPT will receive a advise cardholders to tap their credit for any order that cannot be card by the 15th to ensure card processed. remains active. My SmartLink pass is not working. SmartLink
Please review PPT's order history and confirm order details for the benefit month/s in question.
Has the PPT Was the order Does PPT have asked a station PPT needs to contact SmartLink successfully same card attendant or YES YES YES and have them review their processed? number listed contacted account. on order? SmartLink for assistance? NO NO NO
Inform the PPT why the order PPT needs to contact SmartLink PPT needs to contact SmartLink was not processed. PPT will and report their card lost/stolen. and have them review their receive a credit for any order SmartLink will be able to account. that cannot be processed. transfer any outstanding funds.
TPA confirm that PPT has updated shopping cart with new card number. My TAP Card is not working. TAP Card
Please review PPT's order history and confirm order details for the benefit month/s in question.
Was the order Has PPT successfully Please submit an issue to WC for YES contacted TAP? YES processed? review. NO NO
Please have the participant call into Inform the PPT why the order was customer service at 866‐TAPTOGO. not processed. Customer service will troubleshoot card and if it is not working, will issue a replacement card. I have not received my reimbursement check. WiredCommute Administered Parking Cash Reimbursement Claims
Please review PPT's claim history and confirm claim details for the reimbursement in question.
Was the claim Please submit issue to WC so successfully YES that check can be researched. processed? NO
Reimbursement claims will only be processed if there are sufficient funds in account and the claim is within TPA parameters. Order Retractions Ido not need my order, can it be cancelled?
Please review PPT's order history and confirm order details for the benefit month/s in question.
All retractions have to be Is it past the submitted no later than the 12th 12th of the of the proceeding benefit month. proceeding YES Retractions must be submitted benefit month? before 11:59 pm est. NO
TPA must submit order retractions Can product be no later than the 12th of the retracted? YES proceeding benefit month. Retractions must be submitted before 11:59 pm est. NO
Not all order's can be retracted. PCCC, MNR, LIRR, Metra, and Parking Cash Reimbursement cannot be retracted once an order has been processed. Transit Authority Returns List
Items returnable by WiredCommute to the Transit Authority and the Deadlines* * Subject to change without prior notice. Please verify return policy via WC issue should the PPT have any questions/concerns.
Transit Authority Name Returns Academy Bus Returned by the 1st of the benefit month ACE ( Altamont Commuter Express) Returned by the 1st of the benefit month Alameda Harbor Bay Ferry Returned by the 28th prior to the benefit month AMTRAK Commuter Checks issued Boston Harbor Cruises Accepted by end of the benefit month,If not used CATS Returned by the 9th of the benefit month CATS - ETC Returned by the 9th of the benefit month CCCTA Returned by the 1st of the benefit month Cobb Community Transit (CCT) Accepted by end of the benefit month Community Coach Commuter Checks issued Commuter Check Voucher Accepted anytime for credit only Concord Trailways Commuter Checks issued COTA Returned by the 9th of the benefit month Country Commuter Returned by the 28th prior to the benefit month CTA Accepted by end of the benefit month C-TRAN Returned by the 1st of the benefit month DART (Dallas) Returned by the 5th of the benefit month DART (Wilmington) Accepted by end of the benefit month DASH Returned by the 28th prior to the benefit month DeCamp Bus Lines Returned by the 9th of the benefit month Delaware Valley TransitChek Accepted by end of the benefit month Enterprise Rideshare Commuter Checks issued Greyhound Commuter Checks issued LADOT Returned by the 28th prior to the benefit month Lakeland Bus Lines Accepted by end of the benefit month Long Island Rail Road Monthly Returns Accepted to TA if pass pouch still sealed MARC Returned by the 28th prior to the benefit month MBTA Charlie Ticket Returned by the 1st of the benefit month MCTS Accepted by end of the benefit month/Monthly by 9th METRA DF Accepted by end of the benefit month Metroet o CCincinnatic at ( SOSORTA) Returned bbyy the 9th of the benefit monthmonth Metro (St. Louis) Returned by the 28th prior to the benefit month Metro North Railroad Monthly Returns Accepted to TA if pass pouch still sealed Metro Transit (Madison) Accepted by end of the benefit month Metro Transit (Minneapolis) Accepted by end of the benefit month Monthly passes not returnable Metrolink Value loading to account - unused tickets for credit only Michigan Plaza Express Accepted by end of the benefit month MTA (Baltimore Washington) Returned by the 28th prior to the benefit month MTA/NYCT Accepted by end of the benefit month MTD - Santa Barbara Returned by the 5th of the benefit month New Castle Area Transit Accepted by end of the benefit month NJ Transit Returned by the 5th of the benefit month NJ Transit - Bus (Northern) Returned by the 5th of the benefit month NJ Transit - Bus (Southern) Returned by the 5th of the benefit month NJ Transit - Hudson-Bergen Light Rail Returned by the 5th of the benefit month NJ Transit - Rail Returned by the 5th of the benefit month NJ Transit - Riverline Returned by the 5th of the benefit month Northern Interstate (NYC) Returned by the 5th of the benefit month Northern Intracommuter Returned by the 5th of the benefit month Northern Intrastate (Local) Returned by the 5th of the benefit month Northwestern Memorial Hospital Returned by the 9th of the benefit month PACE Accepted by end of the benefit month PATH Accepted by end of the benefit month Plymouth & Brockton Commuter Checks issued Pooling Partners Commuter Checks issued Port Authority of Allegheny County Returned by the 1st of the benefit month RIPTA Returned by the 5th of the benefit month RTA Returned by the 28th prior to the benefit month
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RTD Returned by the 1st of the benefit month SamTrans Returned by the 28th prior to the benefit month SEPTA Returned by the 28th prior to the benefit month SEPTA - ComPass Program Returned by the 28th prior to the benefit month SMART Accepted by end of the benefit month South Jersey - Interstate - Long Distance Returned by the 5th of the benefit month South Jersey - Interstate /To Philadelphia Returned by the 5th of the benefit month South Shore Line Returned by the 1st of the benefit month Southern Interstate (Phila.) Returned by the 5th of the benefit month Southern Intrastate (Local) Returned by the 5th of the benefit month Southern Intrastate Camden Returned by the 5th of the benefit month Springfield Mass Transit District Accepted by end of the benefit month Suburban Transit Commuter Checks issued TANK Accepted by end of the benefit month The T Returned by the 5th of the benefit month Trans-Bridge Lines Commuter Checks issued TRE Returned by the 5th of the benefit month Tri-Met Returned by the 28th prior to the benefit month Upstate Transit of Saratoga Accepted by end of the benefit month UTA Returned by the 1st of the benefit month Virginia Railway Express Returned by the 28th prior to the benefit month VPSI - Commuter Check Voucher Accepted by end of the benefit month Washington Metro (WMATA) Accepted by end of the benefit month WCCE (Washington County Commuter Express) Accepted by end of the benefit month Wisconsin Coach Lines Accepted by end of the benefit month Xpress Accepted by end of the benefit month
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