For form iteration / post-form release

watch analytics and see how many forms were incorrect.

Cannot be earlier than 18 3 2020
Return message: "We can only issue refunds from the 18 March 2020"

Day = 1-31
Month = 1-12
Year = 2020

Correct logic

• Step 2 - HIDE Workwise option for CustomerType: PaperTicket
• Step 3 - When did you last use your ticket to travel? appears to everybody, aside from ClassPass and ScratchCard, who will have already skipped this step
• Step 3 - What is your Swift card number? appears to everybody, aside from CustomerType: OnlineSales (ScratchCard and ClassPass will have already skipped this step)
• Step 4 - Check if API asks for First Name and Last Name for ScratchCard and ClassPass
• Step 4 - What company do you work for? ONLY appears for CustomerType: ScratchCard, ClassPass and Corporate
• Step 4 - Date of Birth does not show for CustomerType: ScratchCard, OnlineSales or Shop

Trickier

• Step 3 - Swift card OR Ticket number can apply for CustomerTypes: DirectDebit; Corporate; SwiftPortal and Shop; hence the reason asking if we can temporarily store whether the user said "Swift card" or "Paper ticket"

CustomerTypes

DirectDebit (set in step 2)
Corporate (set in step 2)
OnlineSales (set in step 2)
ScratchCard (set in step 1)
ClassPass (set in step 1)
Shop (set in step 2)
SwiftPortal (set in step 1 and 2)
Workwise (set in step 2)

"Enter date in the correct format, for example 18 03 2020"

Instead of "Enter a real last used date"

Field currently doesn't accept '3' as it is expecting a two-digit number.

Hide "I bought it from the West Midlands Network or Swift website" for SwiftCard users

Can we submit +44... and 0... numbers to Paul's API?

Telephone number MUST begin with "0" or "+44"
Return message: Enter a telephone number, like 01632 960 001, 07700 900 982 or +44 0808 157 0192

Hide for CustomerTypes:
DirectDebit
Shop
SwiftPortal
Workwise

Paper Ticket > Direct Debit.

Has direct debit reference

Paper ticket instead of Swift card number

CustomerTypes that could have Swift cards or Paper tickets

• DirectDebit
• Corporate
• SwiftPortal
• Shop

Continue/submit application button to be disabled if validation has not been met for all fields on that step; otherwise is default state.

Autocomplete not working, so this needs to be added to form tags

Email address must contain an @ at symbol and a . dot
Response "Enter an email address in the correct format"

I already amended the main text in a pull request. That will show to all CustomerType other than ScratchCard & ClassPass.

IF CustomerType = ScratchCard and Classpass, after "What happens next" show:

<p>We have sent you an email to acknowledge your application.</p>
<p>Unfortunately, due to logistics, we are unable to process applications for scratchcards and class passes remotely.</p>
<p>As soon as the Government advises it is okay to return to the office, we will process your application as a priority.</p>

Shows "Enter a postcode in the correct format" despite being valid postcode

Add

What is your name?

First name
[                                          ]

Last name
[                                          ]

for everyone above "What company or organisation do you work for?"

Currently col 3-4, can we reduce to 1-2 so it is easier to read.

Step 3

Currently it is not long enough for 18 numbers.

Fixes ISRN problem (ISRN does not show unless the ticket is active in Google Pay) the easiest way.

I duplicated the TicketNumber field (pull request is in), but the logic needs adding so that people who select Swift on Mobile on the first screen gets shown the SoMTicketNumber field.

Do you work for the NHS?

• Yes
• No

Radio button

Add after telephone number question

Shows to all CustomerTypes, EXCEPT scratchcard and classpass

Paul has added to API

https://surveys.hotjar.com/s?siteId=264586&surveyId=154279

Remove paragraph space from option 2 so not to confuse (Corporate)

Hide for CustomerTypes:
ScratchCard
ClassPass

• Create redirect to new guidance to sit at top of get in touch dropdown
• Create redirect from FAQs page (sits within Get in Touch) to new page

Hide for CustomerTypes:
ScratchCard
ClassPass

Not sure if you're doing this anymore?

Should be:
Home > Contact us > Refunds > Apply for a ticket refund due to Coronavirus (COVID-19)

There was a comment about H1 showing as Noto Sans if it's within the grid on the last issue

Add ticket number field and example

General

• Number of applications sent (broken down by CustomerType)

Google Analytics

We want to track

• Where people get stuck on a page? (Is it a specific field?)
• Where people drop out of the process (step 1, 2, 3 or 4)?
• How many people started the form and how many people submitted it?

Hotjar

• Can Hotjar generate a heatmap?
• Can Hotjar form tracker track the form?

• Replace '24 hours' text with commented out text
• Send manual email to all applications received before transactional email implemented

Dear Customer

We have received your refund request – thank you. Your reference number is %REFERENCE%

Our team is working hard to process refunds as quickly as possible but with so many people needing our help, it is going to take longer than usual.

You can help us to process your refund application quicker, by not contacting us by phone or email to enquire about the status of your refund. Please be assured that we are working as quickly as we can for you.

How will I receive my refund?

If you pay for your travel by Direct Debit your refund will be paid into the bank account your Direct Debit is taken from.

If you pay for your travel pass through your monthly salary via your employer, your refund will be made either directly to your employer or to you. We will use the address you provided on the refund request form. If you have opted to keep your ticket until you return to work, we will contact you shortly to let you know the next steps.

If you used the West Midlands Network website or your Swift online account to purchase your travel pass, your refund will be made back on to debit/credit card that you used to purchase your pass.

If you have purchased your travel pass through the travel shop at Wolverhampton Bus Station or Birmingham New Street, at a rail station or Payzone outlet, you will receive your refund by cheque, sent to the address you provided on the refund request form.

What happens next?

Once we have calculated your refund we will make payment via one of the methods that we have described above. We will not contact you again to tell you that we have done this so do please keep an eye on your bank statement for bank/card refunds.

As our office is currently closed and the team are working from home, there will unfortunately be a significant delay to refunds that are issued by cheque. We will keep our website updated with the latest information so do please check back for updates on cheque refunds.

If you have any questions regarding your refund, or you would like to know how we will calculate your refund you can find out more here

Thank you for your patience and understanding during this difficult time. I hope you and families stay safe and well.

Kind regards

Warren Williams
Ticketing Services Manager

Sits under:
Home > Get in touch > Refunds

Page name:
Apply for a ticket refund due to Coronavirus (COVID-19)

Steps

• Integrate with Umbraco
• Check tag manager works after the integration

As requested sir

Must be a number
Return message: "Your Swift card number is the long number on the front of the card"

Must be 16 digits
Return message: "Your Swift card number is 16 digits long and begins with 633597 0107"

Does not begin with 6335970112
Return message: "Your Swift card is managed by National Express West Midlands and there is a separate refund application"

Must begin with 6335970107 OR 6335970319
Return message: "Your Swift card number is the long number on the front of the card"

• Swift card > I bought it from a Swift ticket machine
• Swift card > I bought it from a ticket office, West Midlands Network travel shop or Payzone shop
• Swift on Mobile

Step 3 - These should show a Swift card option, not paper tickets

Change button text to "Start"

Shows swift card fields, needs to show paper ticket

Must be a number
Return message: "Your direct debit reference is a number that begins with 6"

Must start with number '6'
Return message: "Your direct debit reference is a number that begins with 6"

For example, 31 3 1980