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Correcting Payment Problems for non-PayPal users

December 5th, 2014  |  Published in admin, documentation, Inside Track, payment

If you are reading this post, then it’s likely that you signed up for Clever Commute using a credit card (and you do not have a PayPal account)
(see http://www.clevercommute.com/payments for more info)

Clever Commute uses PayPal to process all transactions (even if you do not have a PayPal account). In these situations, PayPal internally creates a Guest account to process your subscription. It all works well…unless there is a problem with your credit card (e.g., lost/stolen or expired).

When that happens, PayPal does not have a mechanism for you to update your credit card details. The good news is that by simply following the Clever Commute sign-up instructions, you can let PayPal know what card they should use going forward. When you use Clever Commute, we (and PayPal) will prompt you to pay for your subscription…and your new payment information will be linked to your existing Clever Commute account.

Correcting Payment Problems for PayPal users (business accounts)

December 5th, 2014  |  Published in admin, documentation, Inside Track, payment

If you are reading this post, then there is likely a problem with the funding source used by your business PayPal account.
(see http://www.clevercommute.com/payments for more info)

In order to get your Clever Commute account up-and-running, there are 1 or 2 steps.

(1) Ensure that you have a valid funding source for your PayPal account

  1. Go to PayPal and click on My Account
  2. Click on Profile
  3. On the ensuing page, click on My money
  4. Update Bank accounts and/or  Debit and credit cards to ensure you have suitable payment source

(2) Let PayPal know what funding source should be used for your Clever Commute account

  1. Follow steps 1-3 above to see My Money
  2. Click Update beside My preapproved payments
  3. Select the merchant whose agreement you want to change under Merchant
  4. Click on Clever Communicator, LLC
  5. Update the Funding Source to a valid payment method

Correcting Payment Problems for PayPal users (personal accounts)

December 5th, 2014  |  Published in admin, documentation, Inside Track, payment

If you are reading this post, then there is likely a problem with the funding source used by your personal PayPal account.
(see http://www.clevercommute.com/payments for more info)

In order to get your Clever Commute account up-and-running, there are 1 or 2 steps.

(1) Ensure that you have a valid funding source for your PayPal account

  1. Go to PayPal and click on the Wallet option at the top of the page.
  2. Ensure that PayPal balance, Bank accounts and Credit and debit cards are sufficient /valid to cover the cost of your subscription

(2) Let PayPal know what funding source should be used for your Clever Commute account

  1. Click on the settings (gears) icon at the top right corner of the PayPal home page
  2. Look for Payment settings on the lower right side of the page
  3. Click on Preapproved payments
  4. Click on Clever Communicator, LLC
  5. Update the Funding Source to a valid payment method

 

 

 

 

 

 

Payments

December 5th, 2014  |  Published in admin, documentation, Inside Track, payment

We love all of our customers. Maybe you have a PayPal account…maybe you don’t. That’s OK. But we just want you to know that (for your safety) PayPal handles all of our transactions.

  • People who DO have a PayPal account likely have one or more funding sources (e.g., credit card, bank account, PayPal balance) set up at PayPal.
  • People who DO NOT have a PayPal account – PayPal charges your card on Clever Commute’s behalf.

In both cases, PayPal will make the recurring payment…yet Clever Commute has no knowledge of the details of the underlying payment source. (we don’t know if you are a PayPal user…and we certainly do not know details such as “card used” or “card number”)

If there is a problem with your funding source (e.g. credit card is expired or otherwise invalid), PayPal makes a few attempts to collect…over several days. If PayPal ultimately fails at collecting the money, then the recurring payment goes into a “suspended” state…and the commuter loses access to The Inside Track. Needless to say , that is not good for any of us. So…how to fix it?

If you set up your payment as yourself (e.g. NOT using a PayPal business account)

If you set up your payment via a PayPal business account, then follow these steps

Proper use of “Rate this message”

March 27th, 2014  |  Published in admin, community updates

Summary:  Your ratings are key to maintaining the quality of Clever Commute user-generated messages. If you find a message unhelpful, please simply answer No to the Was this alert helpful? prompt.
Report abuse is for spam/hacks and patently offensive content.

—-

Toward the bottom of every user-generated message we send, you will find a section such WasThisAlertHelpful
as that shown at the right:

We provide this feature in order to:

  1. reward the helpful post-ers
  2. engage and coach the un-helpful ones
  3. identify and deal with any spam or unauthorized use of the system

So, in the context of our best practices, you have two choices: Yes and No

Use Report Abuse here:

  • A hacker/spammer is able to bypass our security and get their message sent to the community
    (it’s rare…but it happens. See next point)
  • A spam message is sent from the compromised e-mail account of an otherwise-valid Clever Commuter
    (e.g., if an unauthorized person gets access to your e-mail account…then we may not immediately know)
  • A legitimate commuter says something offensive / derogatory / insensitive, etc.

If you have additional concerns about a message you see, please feel free to let us know at feedback@clevercommute.com

Just because you don’t care for the content of a message, that does not necessarily mean that someone is abusing the system. Examples:

  • A commuter shares a good alert…but outside of traditional commuting times
  • Messages which come to you via our 3rd party feeds (e.g., Port Authority)

Final point: It may be worth your time to look at our premium product (The Inside Track). It gives you the ability to filter (block) messages based on category, sender and time-0f-day/day-of-week. (see examples here)

FYI – here are examples of recent messages which were marked as Abuse…but clearly are not.

  •  Bus Customer Alert – The PA Bus Term for Arrivals (NY-bound) is experiencing a delay due to a disabled vehicle/accident.
  • Detour thru Secaucus. Problem inbound.
  • 6:34 AM Northport to Hunters Point missed connection at Jamaica. Going to be 15 minutes late into NYP
  • 7:51 AM Millburn MTD making extra stop at Secaucus. Already delayed in swamps by a few mins.
  • 8:17 Walnut to NYP announced as picking up Secaucus passengers then rolls through when no one is on the platform

Wow! You certainly vented!

September 25th, 2013  |  Published in admin

Gosh…you could make a sailor blush!  :)

But seriously: Just a friendly reminder that  vent -at- clevercommute -dot-com is a novelty address…provided by Clever Commute for the benefit of the commuters.

Unlike our traditional service, the note you just shared went to an unattended mailbox…and will NOT be automatically sent to commuters on your line.

FYI – We may re-post the “best of” at our Twitter feed (@clevervent)…but we don’t attribute it to you.

If you are currently not a Clever Commuter…then come sign up at http://clevercommute.com/signup …but please…keep it clean :)

Read more about the Vent feature at  http://www.clevercommute.com/vent

Clever Commute is not affiliated with the transit providers…and use of this service is subject to our terms and conditions.

Now, anyone can share a transit alert with fellow commuters! [beta]

September 16th, 2013  |  Published in admin, announcements, documentation, promotion

The link:  http://www.clevercommute.com/alert

Previously, in order for commuters to share info on Clever Commute, they needed to be a registered member (of our free service…or our premium service – The Inside Track).

Now, any commuter can use any connected device to create an alert for any line we cover!

This expansion is especially helpful beca!use commuters can now enrich their alerts in two new ways:

  1. Category – Pick from a list of known problems
  2. Geo-location – It’s always important to know what the issue is…but now we capture where.

Clever Commute uses 1 and 2 above to improve the overall experience.
We also allow users of  
The Inside Track to see and leverage this data (e.g., show/hide various categories, and see the alerts on a map).

Cool: Regardless of whether you use an iPhone, iPad, Andriod or other, you can use this neat trick to launch this new feature from your device’s desktop (just as you’d do with an app).

User guide to creating an alert:

4 fields

  1. E-mail address – We use that to check if you are a Clever Commuter. It will NOT be shared with the commuters (or anyone else).
  2. Select the commuters you want to reach. 99% of the time, this is your train/bus line
  3. Select a category – Self-explanatory
  4. Share your message – You can find a link to our best practices on that page…or right here

Finally:

  • As you can imagine, messages with location info are generally more helpful than those without.
  • Check the box for T&C…and you are all set!

 

People Helping People Helping People

February 5th, 2012  |  Published in admin, announcements, social

We just wanted to be sure you know that we have a new-ish way to manage customer support (and our Contact Us link at our web site). We announced it almost a year ago at this blog post.

As the size of our community surpasses the 20,000 commuter mark, it’s time to think about new and innovative ways to thrill and retain the only true asset we have: the commuters.

It probably comes as no surprise that we are crowdsourcing it…with help from an innovative company called GetSatisfaction.com

What is Get Satisfaction (2 minute YouTube video). Didn’t watch that? Well here is what you need to know:  GetSatisfaction is a 3rd party website which tracks and manages the questions and answers from the community. Instead of writing to someone at Clever Commute…and waiting…the GetSatisfaction technology guides you to the answer.

Clever Commute technology is solid and the commuters are proactive and helpful. But…”stuff” comes up…and we need a scalable way to address it. For example:

  • Commuters may have question about their subscription (sign-up, change address, pausing “Clever Commute” while on vacation, etc)
  • Our business partners have questions about their data feeds
  • Sponsors may be looking for our media kit for advertisers
  • The media may want to reach us for a quote or interview
So, please check it out the next time you have an issue or a question.

 

 

 

If you are posting the Bar Car info

June 13th, 2011  |  Published in admin, announcements, MNR, new markets, techdoc

Just a few things to remember:

  • There is one e-mail address for the trains from GCT and another for the trains to GCT (we’ll make sure you have both addresses).
  • Once you send to that address…our technology will send it to the subscribers…and we’ll also Tweet it
  • Do not “Forward” mails to the e-mail address we use
  • Avoid extra punctuation (sure you can say “5:48″, but don’t put “…” in there)
  • All you need to do is put the the times in your mail (e.g., you don’t need to say “have a bar car tonight”). Recipients know that this is The Bar Car Report…and it is clearly labeled as such
  • Yes…you can send updates at any time in case things change
  • Here is one good way to share the news:

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Customer Service for Clever Commuters

May 16th, 2011  |  Published in admin, announcements, community updates, social

Summary: Clever Commute is in the process of rolling out a new way to manage customer support. it probably comes as no surprise that we are crowdsourcing it…with help from GetSatisfaction.com

As the size of our community approaches the 20,000 commuter mark, it’s time to think about new and innovative ways to thrill and retain the only true asset we have: the commuters.

Clever Commute technology is solid and the commuters are proactive and helpful. But…”stuff” comes up…and we need a scalable way to address it. For example:

  • Commuters may have question about their subscription (sign-up, change address, pausing “Clever Commute” while on vacation, etc)
  • Our business partners have questions about their data feeds
  • Sponsors may be looking for our media kit for advertisers
  • The media may want to reach us for a quote or interview

Enter: What is Get Satisfaction (2 minute YouTube video)

Didn’t watch that? Well here is what you need to know:

GetSatisfaction is a 3rd party website which tracks and manages the questions and answers from the community.Instead of writing to someone at Clever Commute…and waiting…the GetSatisfaction technology guides you to the answer.

We will update this page as move forward with the roll-out…but we did want to put this here as a placeholder.