15 - Records Retention Policy and Scheduleĥ.2 NCTD Board Policy No. Refunds may be authorized in the form of check, credit to the credit card that was used for payment, stored value, or cash to be collected at one of NCTD's transit centers.Ĥ.5 Chief Financial Officer (CFO): The CFO may designate other Finance staff to authorize customer refunds in the absence of the Controller - Operations and Fare Revenue.Ĥ.6 In limited circumstances, the Chief Administrative Officer or the Executive Director may authorize customer refunds, as needed to resolve customer service issues.ĥ.1 NCTD Board Policy No. If documentation is not clear or incomplete, the Fare Revenue Specialist will contact the CSAs to resubmit the refund request with the proper documentation.Ĥ.4 The Controller - Operations and Fare Revenue will provide final authorization of customer refunds and issue refunds if necessary. It contains information such as NCTD services, BREEZE routes, COASTER and SPRINTER schedules, fare and passes information, and rules of riding.Ĥ.1 The Manager of Customer Service will serve as the lead for managing the refund process, including initial approval of refund requests.Ĥ.2 The Manager of Customer Service will task Customer Service Assistants (CSAs) with receiving and cataloging all customer refund requests.Ĥ.3 The Fare Revenue Specialist ensures that all documentation supporting the refund has been submitted by the CSAs.
The guide is published by NCTD on paper and is also available on the website. A 'Rider Report' can be a complaint, compliment, or comment.ģ.4 Rider's Guide: Guide book for public transit in North County. Nextfare is a trademark of Cubic Corporation.ģ.3 Rider Reports: NCTD's Customer Service Feedback database.
#Compass card balance refund software#
Exceptions, as noted above, can be authorized pursuant to this procedure.ģ.1 Humminqbird: Regional software in which Ticket Vending Machine, Compass Card use, farebox, and vault reports can be reviewed.ģ.2 Nextfare: Electronic fare collection system that includes fare boxes, ticket machines, coin and currency vaults, magnetic card processors, smart card readers, ticket processors, smart cards and magnetic encoded cards containing programming for use with the electronic fare collection system. This policy is referenced in NCTD Rider's Guide, on all NCTD Ticket Vending Machines (TVM), and on the front page of NCTD's online/mobile ticketing sites. NCTD subscribes to a general 'No Refund' policy for all tickets or passes purchased by customers however, we recognize that due to various extenuating circumstances, exceptions to that policy may be appropriate.
This administrative policy and procedure applies to all NCTD staff members tasked with and/or responsible for receiving, filing, approving and/or denying specific customer refund requests for transit tickets or passes. This administrative policy and procedure outlines North County Transit District's (NCTD) customer refund process, including the parameters for approving or denying a refund request for passenger tickets or passes.
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