Imagine: you have forgotten to check out. Or at check out you find out that you have not checked in. Or the equipment does not work properly, so you could not check in or out. This means that only one 'check-moment' is known for a specific trip. We call this an 'incomplete trip'.
Details provided by carrier
What you see in My Shuttelportal is the information we receive from the carrier. We can NOT change this data. We also can not check whether the equipment works correctly on a station, for example. We also have no influence on the rate that the carrier charges.
The carrier will charge a higher rate in these situations (regardless of the cause!), the so-called 'Correction Rate'. In My Shuttelportal you can see which costs the carrier charges for the trip. Your employer can choose to pass this correction rate on to you. Most carriers offer the possibility to request a refund on the excess amount paid.
If you travel with a mobility card provided by Shuttel you can request a refund via uitcheckgemist.nl. (with the exeption of the NS Business Card)
After you submitted your request you will see the amount of allocated restitution on your screen. At the bottom of the page you have the option to email the confirmation to yourself. You then have to go to an OV-chipkaart servicemachine to load the refund on your mobility card. You will then see this transaction in your personal Shuttelportal.
NS Business Card
If you travel with an NS Business Card, you must apply for a refund in your personal NS portal. You will NOT see any incomplete trips in My Shuttelportal.