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How do we handle common Gas Card Issues?

Driver Partners (DPs) should always refuel the vehicle before returning the vehicle to the lot. This helps future drivers enter their rental car with a full tank, ready to get on the road.

NOTE: If a DP from any TaaS or Paratransit service contacts support because they need to get gas and want to be made unavailable, please make them Unavailable. We should no longer advise DPs to go on break in any service. Follow these steps:

  • Let the DP know that you will make them unavailable so they can refuel
  • Advise the DP to call us back once they are done because if they are unavailable for too long, it may be flagged to the Operations team
  • Make the DP unavailable and submit the Unavailable workflow in #taas-flags

Markets without Gas Cards

  • ARN (Arlington)
  • LES (Denton)
  • JSC (Jersey City)
  • STL (St. Louis)
  • DBR (SMART) - for "Myles" vehicles only. (SMART Avis and VGM vehicles do have gas cards and should not be directed to the gas station below)
    • "Myles" vehicle drivers should go to the Speedway at 2980 John R Rd in the town of Troy, MI.
  • CRL (Charlottesville): Refuel at the listed preferred gas station

PIN Troubleshooting

  • All PIN's are located here.
  • Gas cards should be treated as DEBIT.

"Declined" Troubleshooting

  • Always pay at the pump and completely fuel up.
    • Going into a station to authorize a card is more likely to lead to multiple authorization attempts which cause declines
  • Confirm if we have a dedicated gas station where DPs need to go to by checking 🔑Which gas stations can Driver Partners go to in each city?
  • Driver Partners cannot purchase anything but fuel (e.g. no carwashes, no sandwiches, only fuel)
  • Driver Partners should fill up only when they are below 1/4 tank
    • Avis has limited the cards to 2 fill-ups a day
  • Driver Partners cannot charge more than $150 on a single transaction (this shouldn't be an issue in Detroit)
    • For VGM markets, the transaction limit is $75
  • Confirm that the Driver Partners are using the correct personal pin, odometer reading, and vehicle MVA/Job ID (only in Avis markets)

Brant (BRA - 678) "Declined" Troubleshooting

  • The transaction limit is $60.
  • There is a 3 transaction/day limit.
  • Cards are assigned to specific vehicles which must have an active rental to work.
    • No pin is required for Brant gas cards.
    • There is a phone number on each card that the DP can call if the card does not work.

A to B Cards

See this card for details about AtoB cards (or the AtoB app)

ZipCar Cards

More details here on how Zipcar gas cards work

Missing Gas Card

Avis Vehicles

  1. If the driver is reporting the card as missing ensure that they check the following areas of the car:
    1. Center Console
    2. Dash Console
    3. Document Pouch
    4. Between the Seats
    5. Cup Holders
    6. Door consoles
    7. Glove box
    8. Sun visor mirror
  2. If the reporting driver does not have the gas card, fill out the Gas Card Form.
    1. NOTE: If the service does not use gas cards (relevant services listed at the top of this card), you should not fill out the gas card form.
  3. Coordinate with another driver to meet them at a gas station, make both unavailable in VOC, post the "Unavailable DP Request" workflow in #taas-flags, and have the other DP pay with their gas card.
    1. For services that use Avis and VGM: check the vehicle's account in Salesforce to confirm that only a DP in another Avis vehicle is going to help an Avis vehicle.
    2. Check the START/END LOTS, SERVICE TAGS and the Hub to get the DP's zone that they are driving in. Only send a driver from a different zone if there is no other driver available in the same zone.
      1. This is especially important for Seattle
    3. Fill out two "Unavailable" workflows in #taas-flags -- one for each DP.
    4. Ask both DP's to reach back out to support to confirm they are done fueling.
    5. Once they are done refueling, make both available again in VOC and mark the workflow available in Slack, tag the field manager of that market.

VGM (BUGGY) VEHICLES

  1. If the driver is reporting the card as missing ensure that they check the following areas of the car:
    1. Center Console
    2. Dash Console
    3. Document Pouch
    4. Between the Seats
    5. Cup Holders
    6. Door consoles
    7. Glove box
    8. Sun visor mirror
  2. If the card is not found, coordinate with another driver to meet them at a gas station, make both unavailable in VOC, post the "Unavailable DP Request" workflow in #taas-flags, and have the other DP pay with their gas card.
    1. For services that use Avis and VGM: check the vehicle's account in Salesforce to confirm that only a DP in another Avis vehicle is going to help an Avis vehicle.
    2. Check the START/END LOTS, SERVICE TAGS and the Hub to get the DP's zone that they are driving in. Only send a driver from a different zone if there is no other driver available in the same zone.
      1. This is especially important for Seattle
    3. Fill out two "Unavailable" workflows in #taas-flags -- one for each DP.
    4. Ask both DP's to reach back out to support to confirm they are done fueling.
    5. Once they are done refueling, make both available again in VOC and mark the workflow available in Slack, tag the field manager of that market.
  3. Post in the VGM-vehicle Slack channel for that market and say that the van does not have a gas card.

Gas Card Not Working

AVIS VEHICLES

  1. Ensure the driver is using the correct personal pin (Pins here)
  2. Ensure the driver is inputting the correct odometer reading
  3. Ensure the driver is inputting the correct vehicle MVA/JOB ID
  4. If the card is still not working, fill out the Gas Card Form.
  5. IMPORTANT NOTE: Please do not mark vans as OOS (out of service) if a gas card is not working.
  6. Coordinate with another driver to meet them at a gas station, make both unavailable in VOC, post the "Unavailable DP Request" workflow in #taas-flags, and have the other DP pay with their gas card.
    1. For services that use Avis and VGM: check the vehicle's account in Salesforce to confirm that only a DP in another Avis vehicle is going to help an Avis vehicle.
    2. Check the START/END LOTS, SERVICE TAGS and the Hub to get the DP's zone that they are driving in. Only send a driver from a different zone if there is no other driver available in the same zone.
      1. This is especially important for Seattle
    3. Fill out two "Unavailable" workflows in #taas-flags -- one for each DP.
    4. Ask both DP's to reach back out to support to confirm they are done fueling.
    5. Once they are done refueling, make both available again in VOC and mark the workflow available in Slack, tag the field manager of that market.

VGM (BUGGY) VEHICLES

  1. Ensure the driver is using the correct personal pin (Pins here)
  2. Ensure the driver is inputting the correct odometer reading
  3. If the card is still not working, post in the VGM-vehicle Slack channel for that market and ask for the DP's gas card pin.
    image.png
  4. If the card is still not working, post in the that Slack channel again and say that the card is still not working, and can they please check why.
  5. IMPORTANT NOTE: Please do not mark vans as OOS (out of service) if a gas card is not working.
  6. Coordinate with another driver to meet them at a gas station, make both unavailable in VOC, post the "Unavailable DP Request" workflow in #taas-flags, and have the other DP pay with their gas card.
    1. For services that use Avis and VGM: check the vehicle's account in Salesforce to confirm that only a DP in another Avis vehicle is going to help an Avis vehicle.
    2. Check the START/END LOTS, SERVICE TAGS and the Hub to get the DP's zone that they are driving in. Only send a driver from a different zone if there is no other driver available in the same zone.
      1. This is especially important for Seattle
    3. Fill out two "Unavailable" workflows in #taas-flags -- one for each DP.
    4. Ask both DP's to reach back out to support to confirm they are done fueling.
    5. Once they are done refueling, make both available again in VOC and mark the workflow available in Slack, tag the field manager of that market.

ZipCar Cards

More details here on how Zipcar gas cards work

Reimbursement for Cash payment

If there is an issue with the gas purchase, the DP's can also pay for gas with their personal money and send in their receipt for reimbursement of that gas purchase. In order to receive the reimbursement:

Please have the driver partner email the driver pay team: Driverpay@ridewithvia.com with a copy of the receipt for the gas purchase. The driver should mention that they paid out of pocket for their gas purchase and the photo of the receipt must include the date and time of the purchase.

The driver pay team will process these requests and the driver should then see that money given back on their next paycheck.

The driver does NOT need to contact the rental provider directly for this request.

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