Case 

Case Opened

A case can be opened as an Information or Payment request.

Select a reason (now it does not matter much as it could be charged later).

After selecting a reason, press save.

At this step, you will see options to:

Send an email to the partner

Send an email to the customer

If you need documents, information, or non-show confirmation (with the expected outcome being a refund), choose to send an email to the partner. It is also appropriate to request some documents from the customer by using the link to send an email to the client.

The documents to request can be understood from the customer letter. For example, in cases of overcharge, request the RA (rental agreement), final invoice, and customer bank statement.

More information can be found here (access via support docs).

Claims Reasons and Desirable Documents

We open a case for investigation under the following external circumstances, with the complaint reason explained and desirable documents from the customer specified:

Fleet Fail: Fleet fail letter, flight details, proof of arrival on scheduled time.

Downgrade: RA and understanding of what vehicle was provided to the customer.

Vehicle Condition/Service: Clear explanation, vehicle photos/videos.

Overcharges (e.g., unexpected charges, upgrade): Credit card statement, RA, final invoice.

Unused Days (only in cases of death, hospitalization, mechanical issue with the vehicle): Death certificate, obituary, roadside assistance report required.

Deposit (only if the deposit was charged by the supplier, e.g., SS travel, DMR Turkey): Significant time has passed from the moment of car return, customer paper bank statement (not card transaction history).

Depending on the customer claim (if you suspect any technical issues and must ensure that a reservation was not used), check for:

Technical issues with the reservation (Incorrect RC number/Incorrect Rate).

Incorrect information in the customer voucher (T&C/RC Contacts/RC WH).

Please check the information provided by the customer using available tools (e.g., Google Maps, flight information, information provided in the customer voucher).

If you believe there is a mistake, please check with escalation.

Examples of Documents Needed to Review a Case:

Non-Show:

For downtown pick-up: Call logs, proof of arrival on time.

For airport pick-up: Flight details.

If the location provides shuttle service: Call logs to the rental station at pick-up time.

Please send the correct request to the supplier. If the customer described a problem beyond standard documents or non-show status, copy the customer's question into the supplier's request.

Information about the automated flow sent to the client is recorded in CLAIM HISTORY.

After case has been opened by agent, customers receive an automation letter.

During the investigation process, client receives following automatic email flow: on 14th day update email: On 28th day after case was opened.

You may find it in our archive. Based on the SLA, any case has to be resolved within 28 days. This period can be extended if a case is reviewed regularly, but there is still no resolution, or we are negotiating an issue with the supplier.

CASE CLOSED

If a case was opened as a payment request, it can be closed as:

Refund confirmed

Refund denied with a compensation voucher or refund to wallet option

Refund confirmed:

Fleet Fail: If confirmed either by the customer or by the supplier and reviewed carefully. If the supplier is asking for a refund to the customer (which rarely happens), please seek advice.

Downgrade or Unused Days: Must be confirmed by the supplier. Refund the net rate difference (no markup difference).

Internal Reasons: We wish to compensate a customer due to our internal matters, such as for being a loyal customer, terms and conditions issues, or misleading the customer.

Refund confirmed(see terms and refunds regulations)

REFUND DENIED

When giving a resolution that declines a customer's request:

Review the customer’s correspondence.

Review the supplier’s correspondence.

Understand what happened.

Please point to a specific paragraph in the terms that you are referring to in order to decline the customer's request.

Use non-show scripts.

https://docs.google.com/document/d/1ttvhsZkiQ64xI157IwL2JsI-pvoaoa6WwTeyc0YTOow/edit#heading=h.jq6srix3iyfr

Information Requests: Charges Explanations, Suppliers Documents Review

Before requesting rental documents, ensure that the customer is not asking about our charges (e.g., deposit, prepayment).

Basic insurances are often not included in the rate, especially in the USA, Canada, Mexico, and the Caribbean.

Do not mention our Full Coverage if the customer has not asked about it.

Consider double insurance or extra insurance from the supplier.

Step One: Understand if our reservation was used and a rental contract opened under our reservation:

Look for a voucher number.

See if there is any deducted amount (only for fully prepaid bookings).

For POA, check the rate.

Most common reasons: fines administration fees, toll fees, extra insurances, extra services taken at the rental counter. Please give a resolution based on the customer's request.