STAKEHOLDER & OUI STATUS

CREATING STAKEHOLDER ACCOUNT

Ask for the complete name and email address. Check first if the customer had a STAKEHOLDER account using their email. If they do, DO NOT CREATE ANOTHER ACCOUNT. Always use the EXISTING STAKEHOLDER. If none, CREATE STAKEHOLDER.

OUI STATUS

Status: HELD Process: DISPUTE (NOT YET CHARGE) Advise: • We didn’t detect 3 people in the vehicle. – (NO OTHER REASON) • Wait 3 business days to receive the result via email. Educ: HOV Requirements

Status: CLEARED Process: MODIFIED (ALREADY CHARGE) • We can only modify 2 recent trips. OCCUPANCY: change TOLL to HOV PRICE: change to 0 then click RERATE Advise: • Wait 3-5 business days for the refund. Educ: HOV Requirement

Status: ADJUDICATION (UNDER INVESTIGATION)

• DO NOT DISCUSS Advise: • “There is no information yet according to your recent trip." • Contact us back within 24-48 hours. • Enroll in MAT Educ: EZ-Pass future educ

Status: SUBMITTED FOR ENFORCEMENT / ENFORCED (MISSED TOLL / TOLL VIOLATION) -- Check CBO Advise: • Discuss the trips Educ: EZ-Pass future educ

Status: SUBMITTED FOR CLEARING (UNDER INVESTIGATION, BUT WILL BE CHARGE TO THE EZPASS ACCOUNT)

• DO NOT DISCUSS Advise: • “There is no information yet according to your recent trip, but please expect that you will be charged automatically on your EZ-Pass account.” Educ: EZ-Pass future educ