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Stolen bike process

If you notice that a bike is no longer with you in the Hub that was used or counted yesterday or today, you need to start the Stolen Bike Process.

Instructions

  1. Set the bike to "stolen" status in the Fleet Tool.

  1. Report the theft via Zendesk Ticket under the name "Fleet Issue/Missing Bike" to the Fleet Management Team. The team will create the police report online.

    1. IMPORTANT:

    2. Report quickly! The theft must not have occurred too long ago (ideally less than 48 hours) and must be reported promptly. Remember that the Fleet Management Team also needs time to report the theft.

    3. The statement in the ticket must state if the bike was locked or not. Only if the bike was locked, the insurance will cover the financial damage. If the bike was not locked, there might be a fine for the rider.

    4. The address and time must be given.

    5. If these details are provided, we will file the report and pass the information on to the supplier and the insurance company.

  2. Leave the bike in your Fleet Tool until the supplier has delivered a replacement bike and the case is closed.

  3. When the supplier deliveres a new bike, reach out to the Fleet Management Team and tell them the ID's of the replacement bike and the bike which is being replaced. They will update the Fleet Tool for you.

Important points to keep in mind:

  • Also create tickets for thefts that do not meet the above criteria. Ideally, of course, the criteria will be met so that we can recover the loss from the insurance company.

  • If you have independently reported thefts to the police in the past, please also create a ticket and upload the police report. This option is also available in the ticket. We will then submit the ticket to the suppliers.

  • Do not file police reports yourself, instead, create a Zendesk ticket. We will take care of the report.

FAQ

Why is it important?

  • To keep track of our fleet.

  • To inform the police, supplier and insurance company so that we can claim the damages from the insurance.

  • To get replacement bikes to your hub as quickly as possible.

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