Virta

How to Cancel Charging Sessions on Virta Hub

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Managing charging sessions effectively is crucial for maintaining operational efficiency and customer satisfaction. Occasionally, you may need to cancel a charging session due to unusual circumstances such as prolonged duration, incorrect energy consumption data, or pricing discrepancies.

This guide walks you through:

  • When Should You Cancel a Charging Session
  • How to Cancel Charging Sessions Via the Virta Hub
  • User Roles Authorised to Perform Cancellations
  • Conditions Required for Successful Session Cancellations

Let's start!

1. When Should You Cancel a Charging Session?

Charging sessions might require cancellation under various circumstances, including:

  • Unusually long charging durations 
  • Incorrect energy consumption or pricing information
  • Technical errors or operational issues

Understanding when and how to cancel a session can help ensure accurate billing and efficient station operations.

2. How to Cancel Charging Sessions on Virta Hub

To cancel a charging session in the Virta Hub, you will follow these steps:

  • Access the charging session:

    • Navigate to the “Stations” tab.
    • Click on the “History” sub-tab.
    • Use the search bar in the top right corner to locate the charging point.
  • Select the session:

    • Identify the session from the list and click on it.
    • Once selected, the option to cancel the session will appear below the session ID.
  • Provide a reason for cancellation:

    • Enter a valid reason for the cancellation in the required field.
    • Ensure that the session meets the eligibility criteria for cancellation.

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3. User Roles Authorised to Perform Cancellations

Only users with specific roles can cancel charging sessions on the Virta Hub. These roles include:

  • Administrators
  • Financial Support

Other users can view the cancellation status of a session but do not have the necessary permissions to cancel it.

4. Conditions Required for Cancelling a Charging Session

Before proceeding with a cancellation, the following conditions must be met:

  • The charging session must be from the current month.
  • The session should be completed, meaning it cannot be ongoing.
  • The session must not have been previously updated or cancelled.
  • The charging session must belong to the same Charge Point Operator (CPO) and E-Mobility Provider (EMP) or their sub/parent organizations.

Note: Future updates will support the cancellation of roaming sessions.


What Happens When a Session is Cancelled?

When a charging session is cancelled, the system generates a counter charge with negative values for energy consumption (watt-hours) and price. The reason provided for the cancellation is stored in the description column of the related record for tracking and reporting purposes.

 If you have any questions or require further assistance regarding the cancellation process, please reach out to our CSM; they are happy to assist you. 

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