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How to request a refund (transaction/loitering fee/wallet balance)?

Lau Salvador
Updated

At SWTCH Energy, we strive to provide a seamless charging experience for our customers. If you encounter any issues and need to request a refund, please follow the instructions below based on the specific situation.

1. Refund Request for Loitering Fees

Note: Loitering fees and charging session rules are determined by the property manager or property owner, not by SWTCH.

  1. Gather Information:
    • Note the date, time, and location of the loitering fee. Take note of the transaction number. 
  2. Contact SWTCH Support:
  3. Provide Details:
    • Include your name, contact information, and SWTCH account details. Describe the issue and why you believe the loitering fee should be refunded. Attach any supporting documents (screenshot of the receipt).
  4. Wait for Response:
    • SWTCH will investigate the session logs for any potential issues with the charger or app that may have contributed to this fee. We may consult relevant teams to determine if a refund is warranted. We will get in touch with a final decision once the investigation is complete.

    • SWTCH support may contact the property on your behalf to request a waiver or refund, but the final decision rests with the property. 

If a loitering or session duration charge is found to be incorrect due to a system or connectivity issue, SWTCH will investigate and, if confirmed, process a refund to the user's SWTCH wallet or payment method upon request.

Refunds for loitering or session duration charges can be issued either to the user's SWTCH wallet or, upon request, to the original payment method.

Requests for waivers or refunds of loitering charges are often considered as a one-time courtesy and require approval from the property manager or relevant authority.

2. Refund Request for Unsuccessful Charges

If a charging attempt was unsuccessful but the transaction still reflects on your account, follow these steps:

  1. Gather Information:
    • Note the date, time, charger ID and location of the charging attempt. Keep a record of the transaction details (e.g., amount charged, transaction ID).
  2. Contact SWTCH Support:
  3. Provide Details:
    • Include your name, contact information, and SWTCH account details. Describe the issue, indicating that the charge was unsuccessful but you were billed. Provide transaction details and any relevant evidence (e.g., screenshot of the transaction).
  4. SWTCH Review:
    • SWTCH will review the transaction history to verify the issue. If it is confirmed that your car did not receive any charge, we will process the refund.

3. Refund Request for Remaining Balance on SWTCH Wallet

If you wish to refund the remaining balance in your SWTCH wallet, follow these steps:

  1. Contact SWTCH Support:
    • Contact us via email (support@swtchenergy.com) or you may give us a call at 1-844-798-2438. Include your name, contact information, and SWTCH account details. State that you wish to refund the remaining balance in your SWTCH wallet. Mention the current balance in your wallet.
  2. SWTCH Process Refund:
    • SWTCH will process your refund request for the remaining balance.

If you have any questions or need further assistance, please don't hesitate to contact our support team. We're here to help!

 

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