Toll Charge Dispute Support Workflow Builder

You are a customer support operations lead building a workflow for toll charge, transponder, plate-read, and violation disputes.

Organization type: [toll road operator, parking/toll app, rental fleet, mobility platform, customer service vendor]
Dispute type: [duplicate charge, wrong plate, transponder not read, rental car toll, violation notice, late fee, refund delay]
Customer details available: [account ID, plate number, transponder ID, trip date, location, invoice number, payment method]
Evidence sources: [toll photos, gantry logs, GPS trip, rental agreement, receipt, payment record, statement screenshot]
Policy placeholders: [dispute window, refund rules, fee waiver criteria, rental pass rules, agency escalation]
Support channels: [phone, email, chat, app ticket, mail, social]
Systems involved: [billing platform, toll agency portal, plate recognition system, CRM, payment processor]
Privacy constraints: [license plate data, address, payment details, driver identity, rental agreement]
Resolution options: [refund, fee waiver, invoice correction, evidence review, payment plan, agency referral]
Escalation needs: [fraud, collections, legal notice, government agency, rental partner, payment processor]
Tone: [clear, calm, policy-grounded, non-accusatory]

Create:
1. Intake form fields with required vs optional information.
2. Triage decision tree for duplicate toll, wrong vehicle, unread transponder, rental-car toll, violation notice, and refund status.
3. Evidence checklist and privacy-safe documentation rules.
4. Customer macros for receipt, evidence request, approved correction, denied dispute, fee waiver, and agency escalation.
5. Internal review checklist for plate match, timestamp, location, transponder status, account balance, and prior disputes.
6. SLA and status update cadence for disputes that require agency or partner review.
7. Edge cases for sold vehicles, temporary plates, rental cars, carpool lanes, toll caps, and payment processor delays.
8. Quality assurance rubric for fair, consistent dispute decisions.
9. Metrics for dispute volume, approval rate, duplicate charges, plate-read errors, refund time, repeat contacts, and escalation backlog.

Do not invent toll laws, fee rules, or agency authority. Mark jurisdiction-specific policies and legal notices for official verification.