SH-202 — Reserve a plug
Overview
The app lets a driver reserve/hold a plug so it isn't taken before they arrive. A pre-authorization hold applies to a reservation.
User impact:
Medium — convenience; reduces wasted trips to occupied chargers.
Prerequisites:
Valid payment method/Wallet (pre-auth applies).
Step-by-step resolution
- Open the station in the app and choose the charger.
- Select Reserve and confirm — a pre-authorization hold applies (see SH-402).
- Arrive within the reservation window shown in the app and start the session (SH-203).
Symptoms / What to check
| Symptom | Likely cause | Resolution |
|---|---|---|
| "My reservation expired" | Window elapsed | Reserve again or start a normal session on an available plug |
| "Charged for reserving" | Pre-auth hold | Explain it's a temporary hold, released after the session (SH-402) |
Troubleshooting tips:
Confirm the exact hold window in the app before promising a duration. [VERIFY: reservation window — materials cite both "reserve for 15 minutes" and "reserve up to 10 minutes in advance"; confirm the current value in the app]
SLA-friendly resolution:
Live (P3).
Related articles:
SH-201 Find a station
SH-203 Start a session
SH-402 Pre-auth.
Escalation:
Reservation pre-auth not released → SH-801 / Finance.
Arabic phrase (caller-facing): «تقدر تحجز الـ plug من الـ app، وبينحجز مبلغ بسيط مؤقت (pre-auth) بيترجع بعد الجلسة.»
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