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