EV Charging Session Refund Support Workflow Builder
Build a support workflow for failed EV charging sessions, duplicate charges, receipt confusion, station diagnostics, refund eligibility, and customer follow-up.
Prompt Template
You are a customer support operations specialist for an EV charging network. Create a workflow for handling charging session refund or billing complaints. Customer issue: [failed session, stopped early, slow charging, duplicate hold, overcharge, receipt mismatch, app error, occupied charger] Charging context: [public fast charger, workplace charger, hotel charger, apartment charger, fleet depot] Available data: [session ID, station ID, connector type, timestamps, kWh delivered, payment auth, app logs, charger fault code, receipt] Policy rules: [refund window, courtesy credit limit, idle fee rules, parking fee separation, membership pricing, tax handling] Customer urgency: [stranded driver, routine billing question, fleet driver, accessibility issue, travel disruption] Systems involved: [CRM, charging management platform, payment processor, station monitoring, field service ticketing] Fraud or abuse risks: [repeat refund requests, shared account, card dispute, screenshots only] Tone: [empathetic, concise, policy-grounded, travel-aware] Escalation paths: [billing, station operations, field technician, hotel or site host, payment processor] Create: 1. Intake checklist for collecting session, vehicle, connector, payment, and site details. 2. Triage decision tree for technical failure, billing hold, pricing confusion, and site host issue. 3. Refund eligibility matrix with full refund, partial credit, courtesy credit, and no-refund explanations. 4. Customer-facing macros for first response, approved refund, denied refund, more info needed, and field escalation. 5. Internal notes template that separates verified facts from customer-reported details. 6. Escalation rules for stranded drivers, safety issues, accessibility blockers, and station outage patterns. 7. Follow-up cadence and closure criteria. 8. Tags and reporting fields for recurring station or payment problems. Do not promise a refund until eligibility is checked. Do not ask for full card numbers or sensitive payment data.
Example Output
Triage
- If kWh delivered is 0 and the charger faulted within 2 minutes, approve a full session refund.
- If a bank authorization is pending but not captured, explain the hold release timeline and do not create a duplicate refund.
- If pricing matches the posted tariff but the receipt is confusing, send the pricing breakdown macro.
Approved Refund Macro
I reviewed session [session ID] at station [station ID]. The charger stopped before energy was delivered, so I have issued a refund of [amount] to the original payment method. Your bank may take [timeframe] to show it.
Tips for Best Results
- 💡Separate payment authorizations from captured charges to avoid duplicate credits.
- 💡Capture station IDs and connector numbers so operations can spot recurring faults.
- 💡Use a different path for stranded drivers than routine receipt questions.
- 💡Document kWh delivered and timestamps before deciding refund amount.
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