1. A1: Ask for a bike name
1.1. Ask for the BIKE NUMBER and the WORD in front of the number
1.1.1. You can find it in the APP (on your rental)
1.1.2. Ask to check the STEERING BAR of the bike
1.1.2.1. NO (if they are in Barcelona it's possible that there is no front pannel)
1.1.2.1.1. Report the missing front pannel - assign the bike ticket
1.1.2.2. YES
2. A22: Make a refund
2.1. Are there any other bikes on the booking?
2.1.1. Yes
2.1.1.1. Encourage to cancel all of the rentals to avoid splitting the group
2.1.1.1.1. Use SuperAdmin + Cancel Rental button Give the reason for cancelation, disable bike if neccessary
2.1.2. No
2.1.2.1. Use SuperAdmin + Cancel Rental button Give the reason for cancellation, disable bike if neccessary
2.2. Encourage the rider to make another booking (i.e. in another hub)
3. A9: Switch the bike
3.1. Make sure that the rider is able to move the bike to the original location or is at the hub
3.2. Use SuperAdmin - Rental site and press Switch button next to the bike name
3.3. When the available bikes appear ask: Can you find the bike XXX?
3.3.1. The rider can see the bike
3.3.1.1. Make sure the rider has the INTERNET CONNECTION to refresh the app
3.3.1.1.1. Yes
3.3.1.1.2. No
3.3.2. The rider cannot see the bike
4. A10: Relocation of the bike
4.1. Get the precise location of the bike: street name, store, characteristic places etc., or ask for a map screenshot with a pin of the location
4.1.1. Write the details on the support ticket (Zendesk)
4.1.1.1. Create a bike ticket in SuperAdmin: Relocation + disable the bike
5. A25: Record the error
5.1. Make notes on the support ticket and copy it to the ticket you made in SuperAdmin
5.1.1. Lock issue
5.1.1.1. Rider cannot pull the knob up
5.1.1.2. No beeping sound
5.1.1.3. Search timeout, fails to connect
5.1.1.4. DISABLE BIKE
5.1.2. Bike issue
5.1.2.1. broken, flat tyre; breaks, gears, bent rim faulty, broken fender
5.1.2.1.1. DISABLE BIKE
5.1.2.2. no lights
5.1.2.2.1. DISABLE BIKE
5.1.2.3. broken/ missing front panel, smaller damages
5.1.2.3.1. ONLY REPORT
5.1.3. Relocation
5.1.3.1. A10
5.1.4. Others
5.1.4.1. not listed?
5.1.4.1.1. REPORT ONLY / DISABLE BIKE
5.1.4.2. additional lock on the bike
5.1.4.2.1. DISABLE BIKE
5.1.5. App Error
5.1.5.1. Ask to refresh / turn on and off bluetooth / restart app / phone
6. A30: Cannot Unlock:
6.1. Is the bike number the same on the bike (front panel) and in the app?
6.2. Does the lock make the beeping sound?
6.3. Did the rider try to put the phone next to the lock?
6.4. ALSO: Check the battery status of the lock in SuperAdmin (lock is assigned to the specific bike)
6.5. Does the rider get an error in the app?
6.6. Can the rider restart the app? /bluetooth? / phone?
6.7. When the rider pulls the knob, does it come up?
6.7.1. Ask to try to pull it up using more force