Introduction to the MBTA Online Corporate Pass Program

Transcription

1 Introduction to the MBTA Online Corporate Pass Program CharlieCard Corporate Service Monday through Friday 7AM to 8PM EST Saturday and Sunday 9AM to 5PM EST

2 Introduction to the MBTA Online Corporate Pass Program The MBTA Online Corporate Pass Program is a self-managed and pre-paid program that allows administrators to assist employees with most MBTA CharlieCard and CharlieTicket needs. Everything is fast and easy, from online employer account management and pass ordering to automatic electronic pass value loading on your employees' CharlieCards. Employees get one CharlieCard to use month after month, year after year. We also offer CharlieTickets for your convenience. The program offers the following passes on the plastic CharlieCard: Monthly Passes for the LinkPass, Local Bus, Inner Express Bus, and Outer Express Bus. The program offers the following passes on the paper CharlieTicket: Monthly Senior/TAP LinkPass, Monthly Inner Express Bus, Monthly Outer Express Bus, all Monthly Commuter Rail, all 10-RIDE Commuter Rail, all Half Fare 10-RIDE Commuter Rail, and Commuter Boat on the paper CharlieTicket. Unfortunately the mobile M-ticketing App for the Commuter Rail is not available for the Corporate Program. Stored value is also not a product offered through the Corporate Program, however employees can add necessary stored value to their company issued CharlieCard in-station at a kiosk. All new CharlieTickets and CharlieCards are shipped once a month to the company shipping address. Orders must be placed by the 15 th before 11:59 PM EST to be eligible for the next benefit month. How does the company pay for the MBTA Corporate Program? Each company is responsible for collecting payment from the employees. One single payment must then be sent directly to the MBTA. Only two forms of payment are acceptable: check payment or ACH. ACH payment will sweep the accounts on the 16th prior to every benefit month. Is there a discount? Unfortunately there is no discount provided when enrolling in the MBTA Corporate Pass Program. Any tax benefits will have to be handled through each individual company s benefits office or accounting department. How many company administrators may access the MBTA Corporate Pass Program account? The Administrator function is flexible based upon the needs of the company. Companies may select as many administrators, beyond the initial Super-user, as needed. There are only two layers of access rights when allowing other company staff the ability to visit the secure portion of the company s Corporate Pass account: 1. Super-user: This level of access can perform any function on the site, including changing financial information, changing billing or shipping address information, or creating access rights for other company administrative staff. Only one Super-user is allowed per corporate account. 2. Administrator: This level of access can place or make modifications to an order and register new employees, but cannot change banking or billing/shipping information. List administrators can be reassigned usernames and/or disabled from access to the corporate account, but at this time the system does not allow us to fully delete the username. Please note: only the last four digits of your company's bank account number will be displayed, except when modified by a Super-user (and then only after successfully entering secondary PIN). 1

3 What is the MBTA privacy policy? The MBTA emphasizes and maintains a strict privacy policy. All information is secure, and will only be used to provide the service a company has requested from the MBTA and the MBTA s pass program service providers. Employees must report directly to the administrator for any concerns regarding their corporate passes. If I pay by check, how should it be made payable? Checks should be made payable to MBTA Corporate Pass Program. Please mail to the following address: MBTA Corporate Program PO Box Boston, MA Helpful Ordering Information Blank CharlieCards (Fulfilled separately from CharlieTickets) If you place an order: By 11:59 PM on the 15th of any month CharlieTickets If you place an order: By 11:59 PM on the 15th of any month Your CharlieCards will arrive Between the 21st and 27th of the month Your CharlieTickets will arrive Between the 21st and 27th of the month For Example: If you were to place an order on February 3rd, you would receive your CharlieCards no later than February 27th. For Example: If you were to place an order on February 3rd, you would receive your CharlieTickets no later than February 27th. Activating / Inactivating CharlieCards If you activate, inactivate or remove a CharlieCard: Between the 16th through the 27th of any month Returns Your status changes will take effect: On the 1st of the following month For Example: If you were to activate a CharlieCard on December 22nd, the CharlieCard would become active on January 1st. All CharlieTicket returns must be received by the first Monday of the benefit month. Administrators must submit all CharlieTicket returns with the CharlieTicket return form. Credits will only be granted for returns that fall within return guidelines. All administrators are recommended to send returns via USPS Certified Mail to ensure proper delivery. Alternative address may be provided if overnight shipping is request. 2

4 Important steps for administrator when a Corporate Account is established: What needs to be done when receiving new CharlieCards? All new CharlieCards must be confirmed upon receipt: Under CharlieCard Management, select Confirm Cards. All cards must be confirmed by the 1st Friday of the benefit month. We assume any unconfirmed CharlieCards were not received and will therefore be permanently deleted. Once all new CharlieCards are confirmed you can begin assigning them to the employees. *See chart for deadline dates on sample calendar located on page 5. Suggestions: Store unused CharlieCards in a safe place and periodically verify that the number of unassigned CharlieCards on hand matches. Once confirmed administrators are held responsible for any unassigned usage. Report any discrepancy in the amount of stock online versus the amount physically in hand immediately to prevent charges for unassigned usage. What needs to be done after I have confirmed my new CharlieCards? All confirmed CharlieCards can now be assigned to individual employees. Under CharlieCard Management, select Activate Cards. Suggestions: Please review dates and know what benefit month a CharlieCard is being activated for. Important dates will be available for reference below. If a CharlieCard is used before the correct benefit month it will result in early usage charges (i.e. activating after the grace period has ended). And as stated above if a CharlieCard is distributed before being assigned, it will result in unassigned usage. Companies are held responsible for any early or unassigned usage. What needs to be done when receiving new CharlieTickets? CharlieTickets can be handed out to each individual employee upon receipt. The passes will be automatically re-ordered every month until the order number is adjusted. What happens if I receive a CharlieTicket that I do not need? All CharlieTickets returns must be sent back our office by the 1st Monday of the benefit month. The CharlieTicket Return Form must be fully filled out and sent back along with the CharlieTicket. Unfortunately after the invoice locks (16th), orders cannot be changed. Suggestions: Please review current invoice on the 15th to ensure all orders are placed in-time. Also, if a CharlieTicket is no longer required, please be sure to adjust the order number. How to report lost/damaged CharlieCards? All lost/damaged CharlieCards must be reported through the corporate website. Under CharlieCard Management, select Report Lost/Damaged Card. Enter the lost serial card number in the required field. There will be two replacement options: replace with unassigned CharlieCard or request CharlieTicket. If you are replacing with an unassigned CharlieCard, please have the new serial card number available. The pass is ready for immediate usage once administrator reports the CharlieCard. If you are requesting a CharlieTicket, you will receive it via UPS shipment for the remainder of the benefit month. Please remember to order a blank CharlieCard for the next benefit month before the 15th at 11:59 PM EST. 3

5 How to report lost/damaged CharlieTickets? Per MBTA Policy, paper CharlieTickets are not replaceable. How do I remove a CharlieCard for an employee leaving? Under CharlieCard Management, CharlieCard Information. Search for the intended CharlieCard. Select Card Status: Remove from Account. Any CharlieCard removed after the 16th to 27th will be effective for the 1st. Any CharlieCards removed after the 27th will be for the next open in the current order (i.e. removing December 28th will be effective February 1st) How do I print or view my invoice after the 16th? Under Review Current Order, select Order History to the left under the green menu options. How do I know if my check payment has posted? Under Review Current Order, select Balance Summary to the left under the green menu options. What is the fastest option to mail check payment? USPS Priority/Express, typically check payments will be received by the next business day. Please note: lock boxes do not accept overnight shipments. No alternative address is provided; all checks must be sent to the address listed below: MBTA Corporate Program PO BOX Boston, MA Suggestion: Print invoice on the 16th and send check payment. Invoice for closed invoice can be viewed under Review Current Order, Order History. Short payments can occur if invoices and checks are mailed before other adjustments are applied to the invoice. (i.e. activating a new employee between the grace period) What if I need to change the shipping address? Please note only the listed Super User is allowed access to change the shipping address/payment form. Under Management, select Billing/Shipping Information. Please note any change of address should be done before the 15th 11:59 PM EST. What if the Super User is no longer with the company? We require all companies to us (corporateprogram@mbta.com) a formal letter on company letterhead stating new changes. We ask that administers include a brief memo stating the changes and which employee will replace whom. Include also: company name, company number, address, federal tax, and new user . Please contact our office directly at if you have further questions or concerns. 4

6 Sample calendar for reference January 2014 Sunday Monday Tuesday Wednesday Thursday Friday Saturday 5 6 Ticket Return Deadline*** 1st Monday Confirm New CharlieCards** 1st Friday Invoice Locks* Last day to place new order Last day to activate/deactivate effective for benefit month February Please find important dates listed below: o All orders must be placed by the 15th 11:59 PM EST for the following benefit month. * o Confirm all new CharlieCards received by the 1st Friday of the benefit month. (i.e. orders coming in at the end of December need to be confirmed by January 3rd 1st Friday of the benefit month ) ** o Ticket returns must be received in our office by the 1st Monday of the benefit month. (i.e. orders coming in at the end of December for benefit month January need to be returned by January 6th 1st Monday of the benefit month ) *** o All companies are allowed a grace period from the 16th to 27th to add/remove cards once the invoice locks. A Late Order Adjustment (LOA) will automatically appear on the next month s invoice. (i.e. removing/adding a card on December 16th will take effect on January 1st) Please be advised that all unconfirmed cards will be deleted. If a CharlieCard is used before the correct benefit month it can result in early usage charges (i.e. activating after the grace period has ended). Any unassigned cards listed that are not in possession or accounted for by admin must be reported to us immediately to prevent unassigned usage charges. Please be sure to confirm and assign each CharlieCard before handing them out. All companies are held responsible for early and unassigned usage. 5