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How do we handle common Gas Card Issues?

Driver Partners (DPs) should always return the vehicle to the lot with at least 3/4 tank or 75% charge. This helps future drivers enter their rental car ready to get on the road.

If a DP from any TaaS or Paratransit service contacts support because they need to get gas or charge their vehicle:

  • Check the Ride Plan to see if the DP is just starting / in the middle of their shift or about to end their shift.
  • Copy the vehicle plate and search for the DP's vehicle in Samsara.
    • If you cannot find the vehicle in Samsara, ask the DP to confirm the fuel / charge level.

Point of Shift

Fuel / Charge Level

Action

Start / Middle

More than 25%

Advise DP to continue driving and to call back later once they are at less than 1/4 tank or 25% charge.

Less than 25%

Let the DP know that you will make them unavailable so they can refuel / charge.

Less than 20 min until End

More than 75%

Advise the DP their fuel / charge level is sufficient and they can stay return to the lot at the end of their shift.

Less than 75%

Let the DP know that you will make them unavailable so they can refuel / charge.

  • If you make the DP unavailable to refuel / charge:
    • 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.
    • Escalate the case from SF to create a swarm using the issue type "Unavailable - Getting Gas / Charging"

General Troubleshooting

  • When troubleshooting any gas card issue, always pull up the service’s Driver Main Info card. This card will include any service-specifics that you should be aware of (dedicated gas station the DP should go to, etc.)
  • DP should 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
  • Driver Partners cannot purchase anything but fuel (e.g. no carwashes, no sandwiches, only fuel)
  • Do not mark a vehicle OOS just because a gas card is not working
  • If the driver is reporting the card as missing, ensure that they check the following areas of the car: center console, dash console, document pouch, between the seats, cup holders, door consoles, glove box, sun visor mirror. If the DP still cannot find the gas card, then see the relevant section below

Zipcar Vehicles

General Guidance

  • There are no gas card PINs but DPs may be asked to input their own zip code
  • Zipcar gas cards are specifically assigned to each vehicle.
    • DPs cannot swap cards between vehicles
    • DPs cannot help other DPs refuel because their gas card will not work for the other vehicle
  • Gas cards only work during an active rental/driving session. If the session has already ended, the card will decline
  • Transaction/daily limits:
    • Single transaction limit: $50 (KCM single limit is $75)
    • Daily transaction limit: $75 (KCM daily limit is $150)
  • Zipcar gas cards only work at standalone gas stations i.e. that aren't associated with grocery stores
    • The card will mistakenly think it's being used to buy groceries and will reject the purchase
    • Example gas station chains where Zipcar gas cards don't work:
      • Safeway

Gas Card MISSING

  1. Create a swarm with "Gas Card Issue" as the category.
  2. Determine the last DP that used the vehicle and call them to see if they still have the gas card.
    1. If they have the card and are on shift, ask them to meet the DP at the gas station. Mark them unavailable and create a swarm for the unavailable driver. Add your comments on the swarm thread.
    2. If they have the card and are not on shift, ask the DP if they can come to the lot to drop off the gas card. If they can't come immediately, comment in the thread when they can come to the lot. Remind them they will be charged $100 for a lost card if they do not return it within 24 hours.
    3. If they do not have the card, comment on the swarm thread that the previous DP does not have the card.
    4. If they do not answer your call, please text the DP and comment on the swarm thread that you attempted to call DP but were unsuccessful.
  3. Tag the FM on the thread and they will follow up.

Gas Card Not Working

  1. Do not instruct DPs to call Zipcar support.
  2. Pull up the service’s Driver Main Info card in Guru to see if there is anything specific to the service
  3. Escalate the case from Salesforce to create a swarm using the issue type "Unavailable - Getting Gas / Charging." Include the:
    1. License plate number of the vehicle
    2. 6-digit Fuel Card number (located on the back of the card above the credit card number)
  4. Advise the DP to try charging the card for a smaller amount of money (less than $25)
  5. Check that there is still an active rental/shift. If the shift has already ended, duplicate the shift to create a new one that starts 5 minutes after the first shift’s end time so that the DP can try again.
  6. If TFC/SC is not able to resolve, tag the FM
  7. If the FM does not respond after 10 minutes, let the DP know that the only other option we have for them right now is for the DP to pay out of pocket and be reimbursed. In order to receive the reimbursement:
    1. Please have the DP 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
    2. The driver pay team will process these requests and the DP should then see that money given back on their next earnings statement
    3. The driver should NOT contact Zipcar directly
  8. If the DP is not willing/able to pay out of pocket, and they do not have enough gas to finish their shift, you should attempt a vehicle swap, and if no swaps are available, please create a "No Swaps Available" swarm and tag the FM in the thread.

If the DP is stranded with no gas and no way to get back to the lot, and the FM is not responding - first see if the market has an LFL and call them for assistance. If no LFL or no response, you should call a tow.

VGM Vehicles

General Guidance

  • VGM gas cards have gas card PINs. The PINs can be found on the Driver Main Info card for each service.
  • VGM gas cards should be treated as DEBIT
  • Driver Partners cannot charge more than $75 on a single transaction

Gas Card MISSING

  1. Create a swarm with "Gas Card Issue" as the category.
  2. Determine the last DP that used the vehicle and call them to see if they still have the gas card.
    1. If they have the card and are on shift, ask them to meet the DP at the gas station. Mark them unavailable and create a swarm for the unavailable driver. Add your comments on the swarm thread.
    2. If they have the card and are not on shift, ask the DP if they can come to the lot to drop off the gas card. If they can't come immediately, comment in the thread when they can come to the lot. Remind them they will be charged $100 for a lost card if they do not return it within 24 hours.
    3. If they do not have the card, comment on the swarm thread that the previous DP does not have the card. Post in the VGM-vehicle Slack channel for that market and say that the van does not have a gas card.
  3. Tag the FM on the thread and they will follow up.

Gas Card Not Working

  1. Pull up the service’s Driver Main Info card in Guru to see if there is anything specific to the service
  2. Ensure the driver is using the correct personal pin. Gas card PINs can be found on the Driver Main Info card for each service.
  3. Ensure the driver is inputting the correct odometer reading
  4. If the card is still not working, post in the VGM-vehicle Slack channel for that market using “@here” and ask for the DP's gas card pin.
  5. After trying the requested pin, if the card is still not working, post in the same Slack channel again saying that the card is still not working and needs to be checked.
  6. Coordinate with another driver to meet them at a gas station, make both unavailable in VOC, and have the other DP pay with their gas card.
    1. Escalate the inbound call case in SF selecting "Unavailable - Getting Gas / Charging" as the issue type and comment on the thread with the name of assisting DP that was also marked unavailable (you do not need two separate swarms)
    2. Check the vehicle's account in Salesforce to confirm that only a DP in another VGM vehicle is going to help a VGM vehicle.
    3. 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.
    4. Ask both DP's to reach back out to support to confirm they are done fueling.
    5. If you are the agent receiving the callback to mark the DP(s) back available, mark the DP(s) back available in the VOC. Find the related swarm in #taas-flags and comment on the thread that you marked the DP(s) back available. Tag the TFC currently on duty so they can close the swarm.
  7. If TFC/SC is not able to resolve or coordinate a meet-up, tag the FM
  8. Let the DP know that the only other option we have for them right now is for the DP to pay out of pocket and be reimbursed. In order to receive the reimbursement:
    1. Please have the DP 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
    2. The driver pay team will process these requests and the DP should then see that money given back on their next earnings statement
  9. If the DP is not willing/able to pay out of pocket, and they do not have enough gas to finish their shift, you should attempt a vehicle swap, and if no swaps are available, please create a "No Swaps Available" swarm and tag the FM in the thread.

If the DP is stranded with no gas and no way to get back to the lot, and the FM is not responding - first see if the market has an LFL and call them for assistance. If no LFL or no response, you should call a tow.

Kingbee, Elevate Luxury Vehicles

General Guidance

  • AtoB is an app that drivers must use to pay for gas. There is a physical card in the vehicle that is activated through the app during each shift
  • Driver Partners cannot charge more than $75 on a single transaction
  • Unless the DP is brand new, the DP should already have the AtoB app downloaded. During each shift DPs must:
    • Input the last four digits of the card in the app when prompted. The four-digit code is located on the front and back of the card
    • Click “activate card” in the app
    • Use the physical card to pay for gas

Gas Card MISSING

  1. Create a swarm with "Gas Card Issue" as the category.
  2. Determine the last DP that used the vehicle and call them to see if they still have the gas card.
    1. If they have the card and are on shift, ask them to meet the DP at the gas station. Mark them unavailable and create a swarm for the unavailable driver. Add your comments on the swarm thread.
    2. If they have the card and are not on shift, ask the DP if they can come to the lot to drop off the gas card. If they can't come immediately, comment in the thread when they can come to the lot.
      1. For KINGBEE ONLY: Remind them they will be charged $100 for a lost card if they do not return it within 24 hours.
    3. If they do not have the card, comment on the swarm thread that the previous DP does not have the card. Then fill this form out to notify the FM and Fleet Manager.
  3. Tag the FM on the thread and they will follow up.

Gas Card Not Working

  1. Pull up the service’s Driver Main Info card in Guru to see if there is anything specific to the service
  2. Confirm that the DP has clicked “activate card” in the AtoB app
  3. Confirm that the DP is using the correct four-digit code (on the front and back of the physical card, not the digital example card)
  4. If it is still not working, tag the FM of the service and ask them to confirm that the driver is added to the AtoB platform.
  5. If the FM does not respond, or if the FM confirms the driver is added to the platform but the driver still cannot activate the card, then coordinate with another driver to meet them at a gas station, make both unavailable in VOC, and have the other DP pay with their gas card.
    1. Escalate the inbound call case in SF selecting "Unavailable - Getting Gas / Charging" as the issue type and comment on the thread with the name of assisting DP that was also marked unavailable (you do not need two separate swarms)
    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.
    3. Ask both DPs to reach back out to support to confirm they are done fueling.
    4. If you are the agent receiving the callback to mark the DP(s) back available, mark the DP(s) back available in the VOC. Find the related swarm in #taas-flags and comment on the thread that you marked the DP(s) back available. Tag the TFC currently on duty so they can close the swarm.
  6. If TFC/SC is not able to resolve or coordinate a meet-up, tag the FM
  7. Let the DP know that the only other option we have for them right now is for the DP to pay out of pocket and be reimbursed. In order to receive the reimbursement:
    1. Please have the DP 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
    2. The driver pay team will process these requests and the DP should then see that money given back on their next earnings statement
  8. If the DP is not willing/able to pay out of pocket, and they do not have enough gas to finish their shift, you should attempt a vehicle swap, and if no swaps are available, please create a "No Swaps Available" swarm and tag the FM in the thread.

If the DP is stranded with no gas and no way to get back to the lot, and the FM is not responding - first see if the market has an LFL and call them for assistance. If no LFL or no response, you should call a tow.

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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