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 thethe PPT IsIs itita afterfter thethe 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 replacement.replacement. 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 numnumber.ber. 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.