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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 are determined by property managers or owners. SWTCH will submit your refund request to them, but the final decision is at their discretion.

  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 forward your request to the property manager/owner and notify you once a decision is made.
    • The property manager/owner will decide whether to approve or deny the refund.

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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