Parking : Timer still running after exit/ Double charge situation

Issue	Questions to Ask Users	Actions
Timer still running after they exit	Did the user exit with the help from parking supervisor? (Intercom to parking operator) Did the user pay with other payment methods when exiting?	If YES - Proceed to VOID the session. Ensure remark VOID due to xxx @ <date>/B2BL1/<agent name>/ ZD Ticket. - Ensure to get user payment proof if the user exit using another payment. - If exit with help from the parking operator please remark due to the Customer exited but the timer still running - manual open barrier by KPM. (depending on how the customer exit, maybe the barrier is open due to hardware failure where the user can drive out) - No escalation is needed to B2B team as the user confirmed the payment type or due to KPM did not perform the SOP. (Please ensure remarks are accurate!) If NO - Proceed to escalate to B2B by providing full chronology from the user. - B2B team to escalate to L3 using Jira ticket. L2 to follow up on finding with L3/L4
The user got deducted Setel Wallet when exiting after using the manual ticket. (double charged)	What reason for using a manual ticket or other payment at the parking counter office? Chronology of user when exiting, what error is shown on their Setel App ?	Inform the customer to reach out parking operator's office.  Contact:-  In such cases usually, KPM will refund the customer instead of Setel doing a refund/adjustment. Else if the user insists want Setel to help, then you may escalate to the B2B team. Ensure proof of payment, user-reachable contact number, date&time of exit is provided for Setel to escalate to KPM for assistance.