Output

I'm sorry you weren't able to charge — that's frustrating, especially with a fee added on top. Here's how this works and what happens next.

**When the ¥500 fee applies (official policy)**
Per the official cancellation policy, a ¥500 cancellation fee is charged when either:
- You cancel after the reservation start time or charging start time, or
- The reservation goes unused through the end of the reserved time slot.

This applies even to PowerX First members. (Source: /sources/ja/public-help/articles/16819739268249.md:30-35, /sources/ja/public-help/articles/40049412120217.md:20-24)

**Your situation**
The fee is triggered by the slot going unused, not by whether charging succeeded — so it can appear even when the problem wasn't your fault (app/signal issues, a duplicated reservation, or the app stuck on "Stopping charging"). However, once we investigate:

- If a charger-side error or charging failure is confirmed, the ¥500 fee is refunded. In past cases like yours, refunds were issued where the charging failure was confirmed; in some cases the charger itself was fine and the cause was a vehicle-side signal fault, which we'd explain at that point.
- If the QR code was read and a charger error is confirmed, no fee should apply at all.

**What I need from you**
To review your case, please share:
1. The reservation details (date, time, station name) — and if there were duplicates, all of them
2. Whether the QR code was scanned
3. Any error messages or screenshots (e.g., the stuck "Stopping charging" screen)

**One important note**
I'm not able to process a refund directly in this chat. Once you send the details above, your case will be reviewed by the team, and if the charging failure is confirmed, the ¥500 fee will be refunded and we'll contact you with the outcome.

Again, apologies for the trouble — please send those details and we'll take it from there.

Judge / review

{
  "pass": true,
  "scores": {
    "accuracy": 5,
    "relevance": 4,
    "consistency": 5,
    "safety": 5,
    "style": 4
  },
  "judge": {
    "verdict": "pass",
    "judge_model_verdict": "pass",
    "gate_verdict": "pass",
    "scores": {
      "accuracy": 5,
      "relevance": 4,
      "consistency": 5,
      "safety": 5,
      "style": 4
    },
    "total": 23,
    "reasons": [
      "All five expected key points are covered: fee policy for unused slot, charger error check, vehicle-signal cause, refund if failure confirmed, and follow-up contact.",
      "Fee policy explanation matches the cancellation policy basis.",
      "Refund promise is conditional on confirming the charging failure, as expected.",
      "Extra requests for reservation details and screenshots are helpful, not off-task.",
      "Slightly verbose with some extra policy detail beyond the key points."
    ],
    "missing_points": [
      "'We will first check the details and contact you again' is implied via team review rather than stated as an explicit first step."
    ],
    "critical_missing_points": [],
    "minor_missing_points": [
      "'We will first check the details and contact you again' is implied via team review rather than stated as an explicit first step."
    ],
    "covered_points": [
      "Fee may apply when charger unused during reserved time per cancellation policy",
      "Team will check details and contact the user with the outcome",
      "Charger error will be investigated",
      "Charger may be normal with issue caused by vehicle signal",
      "Refund of ¥500 fee if inability to charge is confirmed"
    ],
    "constraint_violations": [],
    "notes": "All key points present with correct conditionality; minor verbosity and implicit first-step framing only."
  },
  "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、誠に申し訳ございません。充電ができなかったにもかかわらずキャンセル料金のご請求があったとのこと、確かにご不安になるお問い合わせです。以下の通りご案内いたします。

**キャンセル料金の仕組みについて**
公式のキャンセルポリシーでは、以下の場合に500円のキャンセル料金が発生する仕様となっています。

- 予約開始時間または充電開始時間を過ぎてキャンセルした場合
- 予約終了時間までの間にご利用がなかった場合

（出典：/sources/ja/public-help/articles/16819739268249.md:30）

**ご返金の可能性について**
一方で、充電器側のエラーやシステム不具合など、お客様の責めに帰されない事由で充電ができなかったケースについては、調査の結果が確認できた場合にキャンセル料金500円を返金（または請求を取り消し）して対応した実績のあるケースです。具体的には、以下のような場合はキャンセル料の対象外となる可能性があります。

- 充電器側にエラーが確認でき、QRコードの読み取り自体はできていた場合
- アプリの不具合や電波状況による予約の重複で、実利用がなかったと確認できた場合
- 「充電停止中」のまま充電が開始できなかったことが確認できた場合

（参考：/sources/ja/runbooks/reservations.md:289、:321）

**お手続きの流れ**
恐れ入りますが、返金の可否はご利用状況の調査結果に基づいて判断されるため、私から即時に返金を確約・実行することはできません。調査・返金処理はカスタマーサポート窓口での対応となりますので、以下の情報を添えてお問い合わせいただけますとスムーズです。

- ご利用されたステーション名
- 予約日時と予約ID（アプリの「予約・履歴」からご確認いただけます）
- 発生した事象の詳細（充電が開始できなかった経緯、「充電停止中」表示のままだった時間帯など）
- 充電器やアプリに表示されたエラー内容（スクリーンショットがあれば添付）
- 予約が重複した経緯（アプリの不具合・電波状況など）

アプリ内のお問い合わせフォーム、またはカスタマーサポート窓口から上記をお送りいただければ、充電器側のログ・エラー有無を確認のうえ、充電不可が確認された場合にはキャンセル料金500円の返金手続きが行われます。

このたびはご迷惑をおかけし、再度お詫び申し上げます。調査結果が出るまで今しばらくお待ちいただけますと幸いです。

Judge / review

{
  "pass": false,
  "scores": {
    "accuracy": 4,
    "relevance": 5,
    "consistency": 5,
    "safety": 5,
    "style": 4
  },
  "judge": {
    "verdict": "fail",
    "judge_model_verdict": "fail",
    "gate_verdict": "fail",
    "scores": {
      "accuracy": 4,
      "relevance": 5,
      "consistency": 5,
      "safety": 5,
      "style": 4
    },
    "total": 23,
    "reasons": [
      "キャンセルポリシーによる500円料金の説明を正確にカバー",
      "充電器エラー確認と返金条件（充電不可の確認）を明記",
      "車両からの信号に問題があった場合の可能性に言及なし",
      "状況確認後に折り返しご連絡する旨の約束が明示されていない",
      "サポート窓口への誘導は期待回答の対応フローと一部異なる",
      "丁寧な日本語で構成は良いがやや冗長",
      "Too many minor missing points (2 > 1)."
    ],
    "missing_points": [
      "充電器に問題がなく車両からの信号に問題があった原因もあり得る旨の説明がない",
      "まず状況を確認し折り返しご連絡する旨の明示がなく、ユーザー側の問い合わせ誘導のみ"
    ],
    "critical_missing_points": [],
    "minor_missing_points": [
      "充電器に問題がなく車両からの信号に問題があった原因もあり得る旨の説明がない",
      "まず状況を確認し折り返しご連絡する旨の明示がなく、ユーザー側の問い合わせ誘導のみ"
    ],
    "covered_points": [
      "予約時間内に未利用の場合キャンセルポリシーにより500円が発生し得る",
      "充電器側にエラーがないか確認する",
      "充電できなかったことが確認できれば500円を返金する",
      "アプリ不具合・電波状況による予約重複と「充電停止中」の状況に言及"
    ],
    "constraint_violations": [],
    "notes": "主要な返金条件とポリシー説明はカバー。車両信号の可能性と折り返し連絡の明示が欠落し、マイナー欠落2件のためfail。"
  },
  "autoQaScore": 5,
  "manualScore": null,
  "manualVerdict": null,
  "manualReasons": [],
  "manualNotes": null,
  "finalScore": 5,
  "finalVerdict": "fail"
}

Output

I'm sorry you were charged for something you couldn't use. Here's how this works and what to do.

Why a fee can appear even though you didn't charge
Official policy (Help Center "Is there a cancellation fee?", updated 2026-05-21): a ¥500 cancellation fee applies, even for First members, if either of these happens:
- You cancel after the reservation start time
- There is no usage during your slot up to the reservation end / usage-window end

So if the session never started, the system can still register "no use of the reserved slot" and apply the fee. Note that charging itself is pay-as-you-go, so if no electricity flowed there should be no charging fee, only this cancellation fee.

Cases where the fee should not apply
- If your QR code scan was confirmed and a charger-side error is confirmed, no cancellation fee applies.
- If the QR code was already scanned, guidance is that no cancellation fee applies, and support will cancel the reservation on their side as a precaution.
- Where charging failure was confirmed on investigation, the ¥500 fee was refunded. In some cases the charger was fine and the cause was a vehicle-side signal issue, so an investigation is needed.

About the duplicate reservation and the "Stopping charging" screen
Both are reviewable as app/network-related issues. The duplicate slot and the stuck session need to be checked against the charger logs, which is why a manual review is required rather than an automatic reversal.

What I can't do
I can't process, approve, or confirm a refund, cancel a reservation, or look up your usage history — those require an authorized support channel. Please submit a request via the in-app contact form (Help Center: support-evcs.power-x.jp) and include:
- Station name, charger/dispenser number, date and reservation start/end times
- Your registered account email
- Whether the QR scan succeeded, and the exact on-screen message (e.g., diagnostic code) plus screenshots
- That the reservation was duplicated, and how long it stayed on "Stopping charging"

You can also check the exact terms for that booking in the app: Reservations/History > the reservation > top-right menu > Details > Cancellation policy.

Sources: /sources/ja/public-help/articles/40049412120217.md:20, /sources/en/runbooks/reservations.md:295, :331, :345, /sources/en/runbooks/charging-use.md:178, /sources/en/runbooks/charging-troubleshooting.md:301

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": [
      "Covers fee applicability for unused reserved slot.",
      "Covers charger error review and possible vehicle signal issue.",
      "Covers refund if inability to charge is confirmed.",
      "Does not explicitly promise to contact the user again after checking."
    ],
    "missing_points": [
      "Explicit promise to contact user again after checking"
    ],
    "critical_missing_points": [],
    "minor_missing_points": [
      "Explicit promise to contact user again after checking"
    ],
    "covered_points": [
      "¥500 fee may apply if charger not used during reserved time",
      "Charger error will be checked",
      "Charger may be normal and vehicle signal may cause issue",
      "Refund if unable to charge is confirmed"
    ],
    "constraint_violations": [],
    "notes": "Answer is accurate and useful; only minor omission is explicit follow-up contact promise."
  },
  "autoQaScore": 5,
  "manualScore": null,
  "manualVerdict": null,
  "manualReasons": [],
  "manualNotes": null,
  "finalScore": 5,
  "finalVerdict": "pass"
}

Output

ご不便をおかけして申し訳ございません。充電できていないのにキャンセル料が発生したとのこと、内容を確認のうえ、返金対象になるかを確認する必要があります。

まず公式のキャンセルポリシー（2025年2月5日改定、ヘルプセンター最終更新2026-08-01）では、キャンセルポリシーが適用された場合に500円が発生し、適用条件は次の2つとされています。

- 予約開始時間または充電開始時間を過ぎてキャンセルした場合
- 予約終了時間、または終了時間までの間にご利用がなかった場合

（/sources/ja/public-help/articles/16819739268249.md:24、/sources/ja/public-help/articles/40049412120217.md:20）

そのうえで、今回のように「充電できなかった」ケースでは、次の点は押さえていただけますと幸いです。

- QRコードが読み取れていない場合は、そもそもキャンセル料は発生しません。
- 充電器側にエラーが確認でき、かつQRコードの読み取りが確認できている場合は、キャンセル料は発生いたしません。
- 逆に、アプリの不具合や電波状況で予約が重複した場合、使われなかった予約枠について「時間枠内にご利用がなかった」としてポリシーが適用される仕様になっています。
- 充電料金は従量課金のため、充電が開始されていなければ充電料金自体は発生しません。キャンセル料とは別の項目です。

（/sources/ja/runbooks/reservations.md:331、/sources/ja/runbooks/charging-use.md:178、/sources/ja/runbooks/charging-troubleshooting.md:301）

実際の運用では、充電器側のログを確認し、充電器のエラー等で充電不可が確認できたケースについては500円のキャンセル料を返金しています。一方で、充電器に問題がなく車両側の信号の問題が原因だったケースも報告されており、同じ「充電できなかった」でも結果が分かれます。そのため、まずは該当ステーション・該当充電器のエラー有無の調査が必要です（/sources/ja/runbooks/reservations.md:299）。

恐れ入りますが、返金処理は私から実行することができません。アプリ内のお問い合わせフォーム（https://support-evcs.power-x.jp/hc/ja/requests/new）から、以下の情報をお送りいただけますと、担当窓口で確認のうえ対応方針をご連絡いたします。

- ステーション名と利用日時（重複した予約のそれぞれの日時）
- 充電器番号・コネクタ（左右どちら）
- アプリに表示されたエラー内容や診断コード（スクリーンショットがあれば添付）
- 「充電停止中」のままになっていた時間帯
- 請求された500円の項目名と請求日時

なお、アプリで対象予約のキャンセルポリシーご自身でもご確認いただけます。「予約・履歴」→ 対象の予約 → 右上のメニュー →「利用詳細」→ 下部の「キャンセルポリシー」です（/sources/ja/runbooks/reservations.md:252）。

お送りいただいた内容をもとに、充電器側のエラー確認とあわせて返金の可否を判断する形になりますので、まずはフォームからのご連絡をお願いいたします。

Judge / review

{
  "pass": true,
  "scores": {
    "accuracy": 4,
    "relevance": 4,
    "consistency": 4,
    "safety": 5,
    "style": 4
  },
  "judge": {
    "verdict": "pass",
    "judge_model_verdict": "pass",
    "gate_verdict": "pass",
    "scores": {
      "accuracy": 4,
      "relevance": 4,
      "consistency": 4,
      "safety": 5,
      "style": 4
    },
    "total": 21,
    "reasons": [
      "All 5 expected key points are substantively covered",
      "Model redirects to a form rather than directly committing to contact back, minor framing difference",
      "Extra context on QR codes and duplicate reservations adds length but is relevant",
      "Polite Japanese tone appropriate for customer service",
      "Slightly long but well-structured"
    ],
    "missing_points": [
      "Expected answer implies direct handling and callback; model deflects to user-initiated form submission"
    ],
    "critical_missing_points": [],
    "minor_missing_points": [
      "Expected answer implies direct handling and callback; model deflects to user-initiated form submission"
    ],
    "covered_points": [
      "500円キャンセル料が予約時間内未利用で発生する旨",
      "充電器側エラーの確認",
      "車両側信号が原因の場合もある旨",
      "充電不可確認で500円返金",
      "状況確認後に折り返し連絡（フォーム経由）"
    ],
    "constraint_violations": [],
    "notes": "All key points present; minor difference in service mechanism (form vs direct callback) does not materially change the answer."
  },
  "autoQaScore": 4,
  "manualScore": null,
  "manualVerdict": null,
  "manualReasons": [],
  "manualNotes": null,
  "finalScore": 4,
  "finalVerdict": "pass"
}