Handling parking appeals is part policy, part people skills. This guide walks you through how appeals work, where to find them, and how to make fair, consistent decisions your users will understand.
What is a Parking Appeal?
A parking appeal allows a user to request a refund (full or partial) for a parking charge they believe shouldn’t apply. To ensure a perfect fit for your workflow, the entire appeals process can be fully configured to match your organization's specific internal policies and requirements.
For details on how appeals work from the user’s perspective, see the user guide: Parking Appeals.
Common example:
A user booked parking but had to miss work due to illness. The cancellation window had already passed, so the system still charged them. In this case, they can submit an appeal for review.
As an Admin, you decide the outcome:
- Approve → full refund
- Deny → no refund
- Reduce charge → partial refund
What Happens When a User Submits an Appeal?
Once submitted:
- The user receives a confirmation email.
- The appeal appears in your Management Dashboard under Parking → Appeals.
- The appeal remains Open until you take action.
Where to Find Appeals
- Log in to your dashboard
- Click Parking in the left sidebar
- Select Appeals
You’ll land on the appeals overview page:
Understanding the Appeals List
Each appeal is displayed in a table for quick scanning.
Key things to know:
- Appeals are numbered for easy reference
- Use filters to find specific users, dates, or statuses
- The Status column is your most important tool
Status meanings:
- Open → needs review
- Approved → refunded
- Denied → rejected
- Reduced → partially refunded
☝️Checking the Status column regularly helps you stay on top of pending requests.
Reviewing an Appeal
Click on any Open appeal to view the details.
Inside, you’ll see:
- User information
- Parking date
- Charge amount
- User’s reason for the appeal
Making a Decision
Under the Purchase section, you’ll find a blue status button labeled Open. This is where you take action.
Option 1: Approve (Full Refund)
Use this when the reason is valid (e.g., illness, emergency).
How:
- Click the status button
- Select Approve
- (Optional) Add a comment for the user or yourself
Result: The user receives their money back. They’ll also be notified of the update via email and a push notification, and they can check the new status anytime in the application.
Option 2: Deny (No Refund)
Use this when the reason doesn’t meet your program’s guidelines.
How:
- Change status to Deny
- (Optional) Add a comment explaining why
Result: No refund is issued.They’ll be notified of the update via email and a push notification, and they can check the new status anytime in the application.
Not sure? You can message the user and ask for more details before deciding.
Option 3: Reduce Charge (Partial Refund)
Use this when a situation is valid, but only part of the charge should apply.
Example:
- Full-day parking = $10
- User stayed only 2 hours
- Adjusted cost = $2.50
How:
- Select Reduce charge
- Enter the adjusted amount (e.g., 2.50)
- (Optional) Add a comment
Result: The user will receive a partial refund and an update on their new status via email and push notification.
Internal Notes vs User Comments
On the right-hand side, you’ll find a notes section.
Use this to:
- Leave context for teammates
- Document decisions
- Flag repeat appeal behavior
Important:
- These notes are internal only
- Users will not see them
- Commenter identity remains hidden
Best Practices for Managing Appeals
Review regularly
Try to process appeals consistently so charges don’t move too far into payroll processing.
Use comments thoughtfully
Clear communication builds trust, even when denying a request.
Look for patterns
Frequent appeals from the same user may need closer attention.
Pause before finalizing
Once you change a status (Approved, Denied, Reduced), it cannot be reversed.
If you need assistance with setup or have questions about specific scenarios, our support team is always happy to help.