How to avoid anomalies in toll invoicing ?
The paper statements associated with the CAPLIS card made the whole follow-up operation of toll costs long and complicated. In order to help you to manage your toll post more efficiently, eurotoll has developed new services which you can access via your tag: detailed electronic statements, online alerts, etc.
In the majority of cases, the toll invoicing anomalies have two possible causes :
- inappropriate use of the badge,
- misuse of the transaction by the motorway company.
Here is some advice on how to detect them better and avoid the most most frequent of them...
Class 4 transaction for a toll class 3 vehicle
How to notice them ?
The « Class » alert proposed by eurotoll starting with the Tempo pack, enables you to establish all the vehicles for which a transaction in toll class 4 would be abnormal. The detailed list of transits identified is at your disposal in the subscription area, for analysis, as soon as you receive the transaction from the motorways company.
How to avoid them ?
To increase the movement of traffic at the tollgates, the French motorway companies have reserved certain toll lanes for class 4 vehicles. Crossing over into these lanes means that the class 4 toll tariff will be applied (whatever the real class of the vehicle involved).
If drivers use them, a toll class 4 transaction will be invoiced and the motorway company can refuse to reimburse the excess toll cost. It is therefore important that drivers of toll class 3 vehicles do not use the following toll exit lanes :
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The « most expensive » journey
Définition : « the most expensive » journey (or the longest journey or the maximum journey) is an incomplete journey without an entry or exit being identified. The operator therefore invoices by default « the most expensive » journey of that part of the motorway.
How to notice them ?
The presence of a C in the « Observations » column of your statement of journeys indicates a « longest journey ».
If you find a transaction of this type, do not hesitate to collect the records of the journey (entry ticket, exit ticket...) and contact your eurotoll customer service point which will take you complaint to the concession company concerned and will keep you informed.
The operation will be regularised by a credit note of the motorway company on one of your subsequent eurotoll invoices.
How to avoid them ?
The three main causes of invoicing a « most expensive » journey are :
A tag in good working order but which has not been detected on entry or on exit (defective lane, badly positioned tag...)
When his tag has not been identified at the entry station, the driver must take a ticket. At the exit station, he must head, with his ticket, towards a lane without a gauge and with the tollgate employee in order that the transaction is registered manually (by tabulating the badge n° or reading the bar code).
In this way, the driver has not paid the toll in the lane and the transaction is registered in conformity with the journey done. It will subsequently be dealt with normally at the time of invoicing and when the discounts are calculated.
In conclusion, if the driver takes a ticket on entry, he must not cross into an automatic ETC lane when leaving; if not a « most expensive » journey will be invoiced, as the entry station has not been registered. When the tag has not been identified at the exit station, the driver must reverse slowly and go forward very slowly towards the barrier. If the incident is repeated, he can ask for the help of a tollgate employee thanks to the intercom in the lane.
A defective tag
If the badge is not detected in different toll stations, contact your customer service point. If your tag is faulty, it will be replaced immediately free of charge.
A presence exceeding 24 or 48 hours on the motorway
The « most expensive » journeys are statistically much more frequent on Monday mornings than the day after public holidays. We therefore advise you to check the time zoning with particular attention. If you find « most expensive » journeys linked to a prolonged stay on the motorway, contact your client service point, which will contact the motorway company concerned, to obtain a reimbursement.
Journey without discount
To take full advantage of the discount opportunities on your tolls, eurotoll registers you with the discount programmes offered by the motorway companies of the TIS-PL network.
The detailed statement of your journeys enables you to check if the journeys have been made outside the framework of the discount programme: according to the motorway company, a « 1 » or « 01 » in the « Observations » column of the tariffs indicates these transactions.
Naturally, according to your profile of toll use, you can choose not to adhere to one or several of the three programmes (APRR, Sanef et SAPN) which are :
- paying,
- optional,
- give access to discounts starting from the 1st euro.
It is enough for you to indicate this when you subscribe. If you wish to modify the discount programmes to which you adhere, it is very simple: at any moment, you only have to contact your eurotoll customer service point before the 15th of the month and the modification will be effective as from the following month !