Fines

Understanding Fines and Authorization

• If a fine appears in the app, it means the supplier has already uploaded it, but no authorization might have been in place when the fine was incurred.
• This happens because suppliers sometimes take a few days to renew the monthly authorization.

How Wheely Should Reply to Customers

Scenario 1: Customer Sees a Fine in the App

• "Hello! The fine has been uploaded by the supplier to your account. Please note that fines added in the app include a 22.5% administrative fee. If you have questions about the fine, let me know!"

Scenario 2: Customer Asks Why Authorization Was Missing

• "Hi! Suppliers renew authorization on a monthly basis. If there was a delay in renewal when the fine occurred, the authorization might not have been active at that time. Let me know if you'd like me to clarify anything further!"

Scenario 3: Customer Asks to Remove a Fine from the App

• "I understand your concern! Fines uploaded to the app cannot be removed. You can pay them directly here, which includes a 22.5% administrative fee. If you'd prefer to avoid the fee, you can pay the supplier directly. Let me know how you'd like to proceed!"

Scenario 4: Customer Is Confused About Who to Pay

• "No worries! You can pay the fine directly to the supplier without an administrative fee. If it’s more convenient, you can also pay through the app, but keep in mind there’s a 22.5% administrative fee included. Let me know which option works best for you!"

Scenario 5: Customer Questions Why a Fine Appears in the App After Claiming to Have Paid Through Absher 

• Thank you for reaching out! Let me clarify this for you.

If a fine appears in the app, it means the supplier has already paid it on your behalf and uploaded it for you to settle. This happens because no authorization might have been in place at the time the fine was incurred.

Suppliers sometimes take a few days to renew the monthly authorization, and during this period, fines incurred are managed directly by the supplier. They cover the payment and then add the fine to your account for reimbursement

Key Tips for Wheely

• Be polite and empathetic when addressing fine-related concerns.
• Clearly explain the difference between paying in the app (with a fee) versus paying directly to the supplier (no fee).
• Ensure transparency about the delay in authorization renewal to avoid confusion.
• Offer guidance and ask for proof if customers claim they’ve already paid the fine.