Output

We're very sorry for the trouble and frustration — not being able to charge after pressing Start, and then seeing a card notification on top of it, is understandably upsetting. Here's what's going on and what you can expect:

**About the credit card notification**

The notification you received is not an actual charge. When you make a reservation, PowerX places an authorization hold (pre-authorization) on your card to verify that it is valid. Some card companies send a notification at that moment, which can look like a charge, but no money has actually been billed. If no charging occurred, you will not be billed, and the authorization hold is released by your card company later (the timing of the release depends on your card company).

This is confirmed in our official Help Center article: "About credit-card authorization (pre-authorization)" — https://support-evcs.power-x.jp/hc/ja/articles/40567501317657

**About not being able to charge**

If the charger showed "Charging complete" immediately after you pressed Start even though no power flowed, that points to a charger-side fault rather than anything you did. A few things worth knowing:

- Within your reserved time, you can use the charger on the other side under the same reservation — no rebooking is needed.
- If the same problem occurs on both sides, it's likely a charger fault, and our team needs to investigate the unit.

**What we'd like to do next**

So we can check the charger's logs and confirm that no usage was recorded (and that nothing will be settled), please contact us with:

- The station name and the date/time of your reservation
- Your reservation details from the app (reservation list screen)
- A screenshot of the "Charging complete" screen, if you have one

Once we confirm no charging took place, there will be no billing — only the temporary authorization hold, which will drop off automatically. If your card company shows it as a pending charge for an unusually long time, let us know and we'll follow up.

Again, we sincerely apologize for the inconvenience, and thank you for reporting this so we can investigate the charger.

Judge / review

{
  "pass": true,
  "scores": {
    "accuracy": 5,
    "relevance": 5,
    "consistency": 5,
    "safety": 5,
    "style": 4
  },
  "judge": {
    "verdict": "pass",
    "judge_model_verdict": "pass",
    "gate_verdict": "pass",
    "scores": {
      "accuracy": 5,
      "relevance": 5,
      "consistency": 5,
      "safety": 5,
      "style": 4
    },
    "total": 24,
    "reasons": [
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      "Pre-authorization hold to verify card validity is explained.",
      "Notification clarified as not an actual charge.",
      "No charging means no billing and hold released later.",
      "Correct Help Center article link included.",
      "Extra charger-fault guidance is relevant and does not contradict the key."
    ],
    "missing_points": [],
    "critical_missing_points": [],
    "minor_missing_points": [],
    "covered_points": [
      "Apology for inconvenience",
      "Authorization hold (pre-authorization) placed at reservation to verify card",
      "Some card companies send a notification; it is not an actual charge",
      "No charging means no charge; hold released later",
      "Link to credit-card pre-authorization Help Center article"
    ],
    "constraint_violations": [],
    "notes": "All expected key points covered with correct link; added relevant troubleshooting steps. Slightly verbose but clear and on-task."
  },
  "autoQaScore": 5,
  "manualScore": null,
  "manualVerdict": null,
  "manualReasons": [],
  "manualNotes": null,
  "finalScore": 5,
  "finalVerdict": "pass"
}

Output

ご不便とご心配をおかけしており、申し訳ございません。結論からお伝えしますと、今回カード会社から届いた通知は「実際の請求」ではなく、予約時に確保される**与信（オーソリ／事前承認）**によるものです。

**カードの通知について**

PowerXでは、予約が確定したタイミングでカードが有効かを確認するため、先に与信枠を確保し、充電終了後に実際の料金を精算する仕組み（オーソリ）を取っています。カード会社によっては、この与信枠の確保時に「利用通知」や「引き落とし予定」のような通知が届くことがありますが、実際にご請求されているわけではありません。

- 充電が行われていなければ、充電料金は発生しません（従量課金制のため）。
- 与信で確保した金額は、予約時間終了後に充電料金分だけ精算され、残りは返金されます（目安：予約時間終了後1時間以内）。
- 予約がキャンセルされた場合は全額が返金されます（目安：キャンセル後1時間以内）。
- カード会社の明細に一時的に金額が残った場合も、後日返金処理されます。

万が一、明細上の金額が実際のご利用と合わない場合は、ご連絡いただければ確認いたします。

**充電が開始できなかった件について**

スタート後に「充電が完了しました」と表示され、反対側に移動しても充電できなかったとのこと、大変ご迷惑をおかけしました。予約時間内であれば再予約なしで反対側の充電器をご利用いただけますが、左右どちらでも開始できない場合は充電器側の不具合の可能性があります。その場合は、恐れ入りますが別の充電ステーションをご利用いただき、当該充電器は調査・復旧対応をいたします。

なお、充電できていないのに料金が発生していた場合は返金対応いたしますので、以下の情報をお知らせください。

- ユーザーID／アプリ登録のメールアドレス
- 利用日時・ステーション名・左右（DU番号）
- 車種と、アプリや車内に表示されたメッセージ・エラーコード
- カードに通知された金額

詳しい決済の仕組みは、公式ヘルプ「クレジットカードのオーソリ（事前承認）について」（https://support-evcs.power-x.jp/hc/ja/articles/40567501317657 ）および「充電終了後にカード会社から身に覚えのない請求通知が届きました。」（https://support-evcs.power-x.jp/hc/ja/articles/24625279158553 ）をご参照ください。

（根拠：/sources/ja/public-help/articles/24625279158553.md:20-44、/sources/ja/public-help/articles/40567501317657.md:20-21、/sources/ja/runbooks/billing.md CS-052、/sources/ja/runbooks/charging-troubleshooting.md CS-005・CS-014・CS-046）

Judge / review

{
  "pass": true,
  "scores": {
    "accuracy": 5,
    "relevance": 5,
    "consistency": 5,
    "safety": 5,
    "style": 5
  },
  "judge": {
    "verdict": "pass",
    "judge_model_verdict": "pass",
    "gate_verdict": "pass",
    "scores": {
      "accuracy": 5,
      "relevance": 5,
      "consistency": 5,
      "safety": 5,
      "style": 5
    },
    "total": 25,
    "reasons": [
      "Apology for inconvenience is present.",
      "Explains authorization hold (オーソリ/事前承認) secured at reservation to verify card validity.",
      "Clarifies card company notification is not an actual charge.",
      "States no charge occurs if charging did not happen and hold is released/refunded later.",
      "Includes the exact expected support article URL.",
      "Adds relevant troubleshooting for the charging failure without contradicting key points."
    ],
    "missing_points": [],
    "critical_missing_points": [],
    "minor_missing_points": [],
    "covered_points": [
      "Apology for inconvenience",
      "Authorization hold at reservation for card validation",
      "Notification is not an actual charge",
      "No billing if charging did not occur; hold released later",
      "Support article link 40567501317657"
    ],
    "constraint_violations": [],
    "notes": "All expected key points covered in natural polite Japanese; extra refund timing and troubleshooting details are relevant and consistent."
  },
  "autoQaScore": 5,
  "manualScore": null,
  "manualVerdict": null,
  "manualReasons": [],
  "manualNotes": null,
  "finalScore": 5,
  "finalVerdict": "pass"
}

Output

I'm sorry — you weren't able to charge and then saw a charge notification on top of that. That's a frustrating combination, and let me address both parts.

**The card notification**
When you make a reservation, PowerX runs a credit-card authorization (pre-authorization) to confirm the card is valid. Some card companies send a notification when that authorization reserves your credit limit, but it is not an actual charge. Billing is pay-per-kWh, so if no electricity was delivered you are not billed, and the authorization hold is released later by the card company (the timing of that release depends on your card issuer). Official help article: https://support-evcs.power-x.jp/hc/ja/articles/40567501317657

You can confirm the actual amount for that session in the app's reservation/usage list — that figure is what will be settled to your card.

**The "Charging complete" right after Start, on both sides**
Moving to the opposite dispenser is the right step and, within your reserved time, no re-booking is needed — the same reservation covers the other unit. If both sides end immediately with no actual charging, that points to a charger-side fault rather than your vehicle, and we'd want to investigate the unit. If a charge does end up settling on your card for a session where no charging took place, we will handle a refund for you.

To check the charging log and the billing record for this session, please send:
- Station name and the date/time of the reservation
- Which unit (left/right) you used on each attempt, and the LED color on the charger
- Any error or diagnostic code shown, and exactly what the app screen displayed
- Vehicle make/model, your user ID, and the last 4 digits of the card registered in the app

With those details I can have the session reviewed and confirm whether the amount you saw was only the authorization hold or something that needs correcting. I can't confirm any refund or fault report as completed until it's verified in our system, so I'll come back to you with the result rather than an assumption.

Judge / review

{
  "pass": true,
  "scores": {
    "accuracy": 4,
    "relevance": 5,
    "consistency": 5,
    "safety": 5,
    "style": 5
  },
  "judge": {
    "verdict": "pass",
    "judge_model_verdict": "pass",
    "gate_verdict": "pass",
    "scores": {
      "accuracy": 4,
      "relevance": 5,
      "consistency": 5,
      "safety": 5,
      "style": 5
    },
    "total": 24,
    "reasons": [
      "Apologizes for the inconvenience.",
      "Explains reservation pre-authorization and card notification.",
      "States no charge if no charging occurred and hold is released.",
      "Includes the required support article link.",
      "Adds relevant troubleshooting and refund follow-up.",
      "Some added operational claims are not supported by the key points."
    ],
    "missing_points": [],
    "critical_missing_points": [],
    "minor_missing_points": [],
    "covered_points": [
      "Apology for inconvenience",
      "Reservation authorization hold",
      "Card notification may occur",
      "Notification is not an actual charge",
      "No charge if no charging occurred",
      "Authorization hold released later",
      "Support article link"
    ],
    "constraint_violations": [],
    "notes": "All required pre-authorization points and link are covered; extra troubleshooting is relevant but somewhat unsupported."
  },
  "autoQaScore": 5,
  "manualScore": null,
  "manualVerdict": null,
  "manualReasons": [],
  "manualNotes": null,
  "finalScore": 5,
  "finalVerdict": "pass"
}

Output

充電が完了していないにもかかわらず、クレジットカードで引き落としが発生している件について、ご納得いただけないお気持ちは十分理解できます。

ただし、私の現在の環境では、直接アカウント情報を確認したり、決済をキャンセルしたりすることはできません。

つきましては、以下のお問い合わせ窓口より、具体的な状況（充電開始日時、アプリに表示されたメッセージ、引き落とし金額など）をお伝えのうえ、返金や調査を依頼されますようお願い申し上げます。

- アプリ内の「お問い合わせ」セクション
- 公式サイトのカスタマーサポートページ

早急に解決できるよう、専門の担当者が対応いたします。

Judge / review

{
  "pass": false,
  "scores": {
    "accuracy": 2,
    "relevance": 3,
    "consistency": 4,
    "safety": 4,
    "style": 4
  },
  "judge": {
    "verdict": "fail",
    "judge_model_verdict": "fail",
    "gate_verdict": "fail",
    "scores": {
      "accuracy": 2,
      "relevance": 3,
      "consistency": 4,
      "safety": 4,
      "style": 4
    },
    "total": 17,
    "reasons": [
      "Model fails to explain the authorization/pre-approval concept which is the core expected answer",
      "Model treats the notification as a potential erroneous charge rather than explaining it is a hold",
      "No reference link provided",
      "Model deflects to customer support instead of providing the explanatory answer",
      "Apology is present but insufficient without the key explanation",
      "Accuracy score below minimum (2 < 4).",
      "Relevance score below minimum (3 < 4).",
      "Total score below minimum (17 < 20).",
      "Critical answer points are missing (5)."
    ],
    "missing_points": [
      "Explanation of credit line reservation (オーソリ/与信枠) at reservation time",
      "Clarification that the notification is NOT an actual charge",
      "Statement that no charge occurs if no charging happened",
      "Credit line will be released later",
      "Reference link to support article"
    ],
    "critical_missing_points": [
      "Explanation of credit line reservation (オーソリ/与信枠) at reservation time",
      "Clarification that the notification is NOT an actual charge",
      "Statement that no charge occurs if no charging happened",
      "Credit line will be released later",
      "Reference link to support article"
    ],
    "minor_missing_points": [],
    "covered_points": [
      "Acknowledgment of user frustration",
      "Polite tone and apology-like language"
    ],
    "constraint_violations": [],
    "notes": "Model completely misses the core explanation about authorization holds and instead treats it as an erroneous charge needing investigation."
  },
  "autoQaScore": 3,
  "manualScore": null,
  "manualVerdict": null,
  "manualReasons": [],
  "manualNotes": null,
  "finalScore": 3,
  "finalVerdict": "fail"
}