Overview
General Rule
👉 Always follow this principle:
Use the register for every transaction
Do not process rentals or returns manually
If something doesn’t work, do not guess, follow the steps below or contact support.
Register / App Not Working
If the register system or Partner App is not working:
Step-by-step:
Check if the device is connected (internet / system)
Restart the system if needed
Try scanning again
If the issue persists:
👉 Do not proceed with the transaction
👉 Ask the customer to visit another location
👉 Contact Chimpy support
Powerbank Cannot Be Scanned
If a powerbank does not scan:
Try scanning again
Check if the barcode is readable
Try a different powerbank
If it still does not work:
👉 Do not rent it out
👉 Place it in the return box
Common Error Messages
“Powerbank already rented”
The powerbank is currently active in the system
👉 Use another powerbank
👉 Place it in the return box
“Powerbank not rented”
The system cannot find a valid rental
👉 Try scanning again
👉 Place it in the return box
“Powerbank expired”
The unit is no longer valid for use, older than 3 months
👉 Do not rent it
👉 Place it in the return box
“Powerbank already returned”
The unit has already been processed
👉 Place it in the return box
Return Issues
Register / App Not Working
If a customer reports that the powerbank does not work:
Apologize and offer a replacement (if possible)
Take back the faulty unit
Place it in the return box
👉 Do not reuse defective powerbanks
When to Contact Support
❌ Do not process transactions without scanning
❌ Do not manually calculate refunds
❌ Do not give out unregistered powerbanks
❌ Do not ignore error messages
❌ Do not try to fix technical issues yourself
Best Practices
Stay calm and follow the process
Use a different powerbank if one fails
Always rely on the system
Escalate issues early
Summary
Technical issues are rare, but when they happen:
Follow the system steps
Do not bypass the process
Use support when needed
👉 This ensures correct handling for both the store and the customer.
