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AUTHORIZATION HOLDS

📘 Definition Authorization holds are a common practice across industries where the final transaction amount is unknown until after the service is completed.

Example: At a bar, you open a tab with your card. The bartender doesn’t know your total until you check out. To ensure you can pay, a temporary hold is placed on your card.

💳 Why Use Authorization Holds?

Customers start charging without a known final cost. Charging rate: $0.64 per kilowatt Consumption varies: could be 1 kWh or 100+ kWh To ensure payment, a $150 authorization hold is placed on the customer’s credit card.

🔒 Important: This is not a charge. It’s a temporary hold to verify funds. Once the session ends, the hold is voided and replaced with the actual charge.

💰 Why $150?

Based on the average battery size of a semi-truck Estimated using: Average Battery Size × $0.64/kWh ≈ $150

🚗 Challenges

Passenger vehicles (e.g., small sedans) typically use far less energy. Drivers may be confused or frustrated seeing a $150 hold for a small charge.

🧾 How to Explain to Customers

  1. Clarify it’s an authorization hold, not a charge.
  2. Reassure them: the $150 will be replaced by the final amount.
  3. No refund is needed — the hold is voided, not processed.

🔍 How to Confirm Final Cost ✅ Steps:

  1. Log into DRIIVZ
  2. Navigate to: CHARGERS > CDR
  3. Ask the customer for:

Date & time Station name/number Total kWh or cost

  1. Use this info to locate the transaction.

Example: Colton Lane 9 shows 3 transactions. Confirm with time and kWh (e.g., 185 kWh = $118.95)

  1. Provide confirmation:

Direct them to the app, or Offer to send a receipt based on their session details

Authorization Hold Inquiry Script:

"Thank you for reaching out to us. I understand you're checking on a charge that appears on your account. What you're seeing is an authorization hold, which is a temporary hold placed by your bank to reserve the funds for the transaction.

Since we’ve already released the hold on our end, the next step is with your banking institution. They’re the ones who finalize the release of the funds back to your account. This process typically takes 5 to 7 business days, depending on your bank’s policies.

We recommend contacting your bank directly for the most accurate update on when the hold will be lifted. If you need any reference or confirmation from our side, I’d be happy to provide that. Is there anything else I can assist you with today?"