OFFLINE Request Process

Please follow this process for all your Priority Email/ Priority Offline Request.

Fill up the form below Send the Form to Support who approve the priority email Support will send the Priority email to Email agents to process

PRIORITY EMAIL

• Account Number
• Name of Caller
• Email Address
• Type of Request
• Remarks/ Details of Request

For Offline Request:

Payment Confirmation:

• PCS payment confirmation (please indicate if the payment was PCS).

• Please indicate the total amount and the payment confirmation to the tracker or to the notes.

Image Request:

• Please notate all the trip numbers.

• Also check each trip if the images are available before requesting.

-Maximum for 10 images only.

Affidavit Form: N/A

Toll Invoice Request:

-Indicate the invoice numbers.

-Avoid using trip numbers specially if the account is a fleet account.

-Maximum for 10 invoices only.

Exemption List Form:

-Please indicate what exemption list is requested. (Bus Registration or Law Enforcement Agencies).

HOV Nomination Confirmation:

-Please indicate the dates of the nominations.

-Provide the transponder number and license plate number.

Others:

-Confirmation of account balance (Zero balance or Remaining balance). – Please notate the account if how much you offer to the customer to avoid discrepancies. Including the reduction amount.

-Trip Details. (Provide all the trip numbers) (Maximum for 10 Trips only).

PS: Please don’t forget put notations for your offline request.

• HOV Offline.

• Ensure to don’t create another stake holder if the customer already has one previously. Please check using TP, Full name (Last, First Name), Email address.
• Don’t forget to put the reason of the Dispute.

OFFLINE Invalid Process

• How we tagged the Offline Request as Invalid Request?

• If Agent has no notations in the account
• If agent use the trip number instead of invoice number for Copy of Invoice request
• If agent use trip ID instead of trip number for image request for Violation account
• If agent use invoice number instead of trip number for image request
• If agent filed, the complex request (142-14 balance) without approval from the support.
• If agent don’t have transaction number and amount for payment confirmation.
• If agent provided amount is not matching on the amount in BOS to settle.
• If the notations was done AFTER the request date.
• If no email address on the account
• If no account number indicated in the request.
• If the trip number showing ######

*HOV Invalid Request

• If Agent has no notations in the stakeholder
• If the trip is flagged in the violation account instead of stake holder account.
• If no details like the transponder and trip ID in dispute.
• If no email address on the account
• If agent forgot to click the dispute button in OUI multiple times.
• If agent created stake holder even customer have existing stake holder (TP, FULLNAME, EMAIL ADD)
• If the trip number showing ######

• If agent will have 3 instances with the same offense in a month will lead to DMS( Simple Neglect of Duty).