How to check the status of a case that was submitted in the Alfen support system
Overview
Alfen uses a ticketing system to register questions and repair-requests.
This helps to direct the question to the correct teams for assistance and ensures follow up.
This helps to direct the question to the correct teams for assistance and ensures follow up.
To check the status of a earlier entered case, please follow below steps.
Note that cases can only be accessed by the party that created the case.
Customers who want to check the status of a case submitted by their Charge Point Operator (CPO) are advised to contact them directly.
To check the status of a case
As the creator of the case (or you are linked to the chargepoint operator that created the case)
- Visit the Alfen portal on https://aceservice.alfen.com/
- Login if needed
- Click the 'My Support' button on the top
- Click 'Cases'
- An overview with existing cases for your organization is now displayed
- Locate the case you are looking for in the list of by entering the case number in the search box on the the top.
From here you can also create a new case or export the list of existing cases.
- The actual status is displayed on the right-side of the screen.
- In case you want to see more detailed information, click on the case-number to open it.
- Here you can also respond in in the event we requested more information from your side.
(As in the example above where the case-status is 'Waiting for Customer Feedback').