Toll disputes can be made if supporting evidence is provided. If your customer is disputing a toll charge, please contact firstname.lastname@example.org and provide the following:
- Customer Name
- Contract ID
- If more than 1 charge is incurred, please specify toll charges being disputed
- Dispute reason
- Example dispute: I didn’t toll in NYC therefore these 5 tolls are invalid.
- Evidence supporting dispute reason
- Example evidence: Receipts showing they were not in the state or in the vicinity at the time of the toll.
The option to refund a customer for a toll is always available via the Pricing section of the contract, see instructions here. However, the dealership is liable to pay for refunded tolls.
Best practice: Confirm a toll tag/transponder is installed in each loaner vehicle, and the associated toll barcodes are accurately added to Vehicle Details in My.Dealerware.com.