Ending Rides

As a fleet operator, you may need to manually end rides that customers cannot or will not complete themselves. This guide covers all the scenarios where you might need to intervene and how to properly end rides through the dashboard.

Overview

While most rides end normally when customers complete them through the mobile app, there are situations that require operator intervention:

• Stuck rides - Technical issues preventing normal completion
• Abandoned vehicles - Customer left without ending the ride
• Customer unable to end - App issues, phone died, or account problems
• Forced completion - Operational necessity (weather, event, emergency)

Key Concepts

When to End a Ride Manually

Stuck or Hung Rides

Rides that appear stuck usually show these signs:

• Active for unusually long periods (2+ hours for short-term rentals)
• No location updates despite passing time
• Vehicle shows as stationary for extended periods
• Customer support ticket indicates they cannot end

Abandoned Vehicles

Signs of an abandoned ride:

• Vehicle stationary for hours
• No app activity from customer
• Battery depleting without movement
• Located in unusual area (not a destination)

Customer Support Requests

Common reasons customers request help ending:

• App crashed or won't respond
• Phone battery died
• Unable to connect to vehicle
• Account or payment issues
• Lost or confused about how to end

Operational Necessities

You may need to force-end rides for:

• Severe weather incoming
• Emergency situations in the area
• End of operating hours
• Vehicle recall for maintenance
• Special event requirements

Ending a Single Ride

From the Ride Detail Page

What Happens When You End a Ride

When you manually end a ride, the system:

1. Updates ride status - Changes from Active/Paused to Completed
2. Records end time - Uses current timestamp
3. Sets end location - Uses last known vehicle GPS coordinates
4. Calculates final fare - Based on total active and pause time
5. Charges the customer - Debits from wallet or charges card
6. Locks the vehicle - Sends lock command to IoT device
7. Updates vehicle status - Sets to "Available" (or maintains if issues)
8. Sends notification - Customer receives ride completion notification

End Location Considerations

Using Vehicle GPS

When you end a ride from the dashboard, the system uses the vehicle's last known GPS location as the end location. This may differ from where the customer actually stopped.

Zone Validation

The system will check if the end location is valid:

Photo Requirements

End photos are typically bypassed when an admin ends a ride. If your policy requires documentation, take a screenshot of the ride details for your records.

Billing for Admin-Ended Rides

Fare Calculation

The fare is calculated exactly as if the customer ended the ride:

Unlock Fee:           $1.00
Active Time (45 min): $17.55 (45 x $0.39)
Pause Time (0 min):   $0.00
----------------------------------------
Total Charged:        $18.55

Considerations for Stuck Rides

If a ride was stuck for technical reasons:

1. Note the actual ride duration - When did the customer stop using it?
2. Calculate appropriate charge - What's fair given the circumstances?
3. Process refund if needed - Refund excess time after ending the ride

Example: Customer rode for 20 minutes but ride was stuck for 2 hours before being ended.

• End the ride (charges for full 2 hours)
• Calculate overcharge (2 hours - 20 minutes = 100 minutes excess)
• Issue refund for excess time

When to Waive Charges

Consider waiving or refunding charges when:

• Technical issue prevented normal ending
• Vehicle malfunction during the ride
• IoT device lost connectivity
• App bug caused the problem

Ending Multiple Rides

Bulk Operations

For scenarios requiring multiple ride endings (severe weather, operational shutdown):

1. Filter active rides - Go to Rides page, filter by "Active" status
2. Sort by location or time - Organize for efficient processing
3. End rides individually - Currently requires one-by-one processing
4. Document the reason - Keep records for support and refunds

Group Rides

For group ride sessions (one customer, multiple vehicles), you can:

• End individual rides from the group
• End all rides in the session from the parent ride detail page

See Ending Group Rides for detailed instructions.

Vehicle Commands

Automatic Lock on End

When you end a ride, the system automatically sends a lock command to the vehicle. This includes:

1. LOCK command - Engages the wheel lock
2. THROTTLE_OFF command - Disables the motor

If Lock Command Fails

Sometimes the lock command doesn't succeed:

Manual Lock After Ending

If the automatic lock failed:

1. Go to Vehicles and find the vehicle
2. Open the Vehicle Detail Page
3. Click the Lock button to send a manual lock command
4. Verify the lock status updates

Notifications

Customer Notification

When you end a ride, the customer receives:

Ride Completed
Your ride has been completed by support.
Total charge: $18.55
View your receipt in the app.

Internal Logging

All admin actions are logged:

• Who ended the ride (admin user)
• When it was ended
• Previous ride state
• Final fare calculated

Troubleshooting

End Ride Button Not Available

Possible causes:

• Ride is already completed or cancelled
• You don't have ride:update permission
• Page data is stale

Resolution:

1. Refresh the page
2. Verify ride status is Active or Paused
3. Check your permissions with your administrator

Ride Ended But Vehicle Still Locked to Previous Ride

Possible causes:

• Database sync delay
• IoT device command queue

Resolution:

1. Wait 30 seconds and refresh
2. Check vehicle status directly
3. Send manual unlock if needed for next rental

Customer Charged Incorrectly

If customer was overcharged:

1. Calculate the correct fare
2. Determine the overcharge amount
3. Process a refund from the Ride Detail Page

If customer was undercharged:

• Typically not recovered unless significant
• Document for future pricing adjustments

Ride Won't End

If the End Ride action fails:

1. Check your internet connection
2. Verify your session is still valid (not logged out)
3. Try refreshing the page and attempt again
4. Contact technical support if issue persists

Permissions

Only users with the ride:update permission can end rides through the dashboard.

Best Practices

Before Ending a Ride

1. Attempt contact - Try to reach the customer first if possible
2. Check recent activity - Review GPS trail and app activity
3. Note the circumstances - Document why manual intervention is needed
4. Consider timing - Is the customer still riding or genuinely stuck?

After Ending a Ride

1. Verify vehicle status - Ensure it's locked and available
2. Check the fare - Is it reasonable given circumstances?
3. Process refunds if needed - Don't make customers ask
4. Update support tickets - Close out any related issues
5. Document unusual cases - Help identify systemic issues

Communication

• Be proactive with customers whose rides you end
• Explain what happened and why
• Offer refunds for any service failures
• Follow up on support tickets

Related Articles

• Managing Rides
• Ride Detail Page
• Ride Pausing
• Ending Group Rides