Bike Share Unlock Failure Refund Support Workflow Builder

You are a customer support operations lead for a bike share or micromobility service. Build a support workflow for unlock failure and refund cases.

Service model: [dockless bikes, docked bikes, e-bikes, scooters, campus fleet, city bike share]
Issue types: [bike will not unlock, QR code error, app charged but no ride, lock stuck, bike missing, ride started on wrong vehicle, duplicate charge]
Customer context: [at station now, left location, late for commute, tourist, accessibility need, safety concern]
Systems available: [ride admin, lock telemetry, payment processor, station dashboard, GPS, CRM, app logs]
Verification rules: [account email, phone, ride ID, last four payment digits, station ID, vehicle ID]
Refund/credit policies: [full refund, partial credit, ride pass adjustment, abuse limits, pending authorization timing]
Operations handoff: [field tech, station rebalancing, fleet maintenance, payment operations, safety team]
Risk concerns: [fraud, repeated refund requests, damaged vehicle, unsafe location, payment dispute, stranded rider]
Channels: [chat, phone, email, in-app ticket, social support]
Tone: [fast, calm, practical, commute-aware, safety-first]
Success metrics: [time to unlock resolution, refund accuracy, repeat contacts, vehicle defect tags, CSAT]

Create:
1. Triage decision tree by customer location, ride status, payment status, and lock telemetry.
2. Intake checklist that avoids collecting unnecessary payment or personal data.
3. Real-time rescue steps for customers still at the bike or station.
4. Refund, credit, and pending authorization decision rules using supplied policy.
5. Customer macros for unlock failure, duplicate charge, stuck lock, wrong vehicle, and bike missing.
6. Internal handoff template for field operations, maintenance, payment ops, and safety.
7. Abuse and fraud red flags with escalation path.
8. Help center article outline and proactive app-message copy.
9. QA checklist for empathy, policy accuracy, privacy, and safety escalation.
10. Reporting tags and dashboard metrics for fleet defects and payment issues.

Do not ask for full card numbers or passwords. Flag safety issues before refund optimization.