If you find any inaccurate or irrelevant information please reach out to Nadezda

👉🏻New process for CX  - how to claim FEP compensation 

this means: you Do NOT send amendment instructions to the customer as this is a non-refundable product‼️beware please 

‼️ ‼️ ‼️The information/scripts about cancellation and refund are NOT up to date yet (as of 24 December of 2024), if you are looking for information about the cancellation and refund please use other sources that are up to date ‼️ ‼️ ‼️

rental period 4 days

prepaid amount for RA and FC 200 eur

prepaid amount for GPS, add-on driver, baby-seat 100 eur

total prepaid amount 800 eur

what is my non refundable? 800-100=700/4=175 x 2 = 350 is my non refundable

New line customers convo checklist

Current line customers convo checklist

When cx asks for supervisor

Extended Cancellation Product  👇🏻

• 11.2. Product Description

• The Extended Cancellation Product is designed to provide customers with the flexibility to cancel a booked service or order on short notice and receive a full refund with BookingCredit to their eWallet. This product is available for purchase exclusively on our website.

• 11.3. Eligibility

• To purchase and benefit from the Extended Cancellation Product, you must meet the following criteria:

  • You must be of legal age to enter into a contract.

  • You must have a valid account on our website.

• 11.4. Product Purchase

• To purchase the Extended Cancellation Product, follow the instructions provided on our website. You will be required to provide accurate and up-to-date information, including payment details.

• 11.5. Cancellation Policy

• Extended Cancellation is not valid if you cancel your booking less than one hour before pick-up. When you cancel your booking, the price of Extended Cancellation remains non-refundable. If you have purchased Extended Cancellation and cancel your booking less than 48 hours prior to pick-up, you will receive in your E-Wallet the full amount paid, excluding the cost of Extended Cancellation. Please note that in this case you will not be able to withdraw the funds to your original payment method and can only use them for future rentals. You can cancel your Extended Cancellation within 24 hours from the moment you have added it to your booking.

• 11.6. Refund Process

• Refunds for cancellations made within the specified time frame will be processed promptly and returned to your E-Wallet. Please allow a maximum of 1 business day for the refund to reflect in your personal account at EconomyBookings.

• 11.7. Limitations

• The Extended Cancellation Product is valid only for cancellations made within the specified time frame. This Product may not be available for all services or orders, and availability may vary.

New Cancellation Policy (Active as of 11 December 2024) 👇🏻✅

• If the Renter wishes to cancel the booking, it is the Renter's responsibility to initiate the cancellation process.

• 4.2.5.
  You may cancel your booking and receive a 100% refund within 48 hours after confirmation. The booking will be refunded to your E-Wallet in the form of BookingCredit™. You may withdraw it to your original payment method free of charge or use it as credit for future bookings.
  If you cancel your booking later than 48 hours after confirmation and up to 48 hours before pick-up you still can receive a 100% refund to your E-Wallet in the form of BookingCredit™. If you wish to receive a refund to the original payment method, you will be charged an administration fee in amount equivalent to the price of 2 (two) rental days including rental car rate and purchased additional products. If your rental duration is 2 days and less, you will receive no refund to the original payment method.
  Cancellation and refund to the original payment method is not available if requested less than 48 hours before the pick-up.

• 4.2.6.
  If cancellation is made less than 48 hours before scheduled pick-up time, no refund will be provided.

• 4.2.7.
  Any refund owed for a canceled booking, paid partially or entirely using BookingCredit™, will be issued as BookingCredit™.

• 4.2.8.
  Refund eligibility may vary based on factors such as the type of booking (standard or prepaid) and the timing of the cancellation.

• 4.2.9.
  Bookings made within 48 hours of the pick-up time are non-refundable.

• 4.2.10.
  The Renter may request a refund for a canceled booking within six (6) months of canceling booking. This does not apply to additional bonuses or extra amounts.

Abbreviations to be used by everyone in BCRM comments

When do we send system email of ''No Show'' to customer?

JULY/AUGUST/SEPTEMBER

✔️PLUTUS PROJECT Q&A

✔️PREPAID (FEE) COMPANIES:

APRIL/MAY/JUNE

👉🏻 Cancellation, refunds and e-wallet requests - clients should submit through our website:

Help center - Cancellation & E-wallet section - Contact us form (at the bottom of the page) 

👉🏼 Please remember that you can make a direct booking if it’s more than 48hr before pick up (keep client on the phone until he makes the payment)

👉🏼 Make yourself a goal - 1 shift = 1 booking

❗️❗️If client is calling just to ask a question, don’t hesitate to send him a quote❗️❗️

❗️Reminder ❗️

Verifi in the comment - means customer will get a full refund.

❗️Reminder ❗️

We do have affiliates such as:

1. kayak_direct

2. skyscanner

FREE Cancellation and withdrawal , if it’s >48h before pick-up time

👉 Affiliate - Intertravelrent outbound/domestic/test
❌NO Credit Wallet

1. We can make amendments

2. ⁠We can cancel booking
   Cancellation policy:

• <48h >24 h - 150 EUR

• <24h - non-returnable
  Find this info in T&C or voucher

We do not open online monitoring while having a conversation with the client, otherwise your call will be disconnected❗❗

✔️ SIXT NON REFUNDABLE

🗣️Dear colleagues!!!

We have a new product: SIXT XML opaque (Secret deal)

👉Usa/CA

Non refundable!!

🛑No changes, no refund, no wallet!!! 

❗ ️Last Minute Cancellation❗ 

Can’t be paid using an E-Wallet (even in a process of making booking) 

🗣️ Q/A about FC ( FEP):

👉🏻Is it possible to add FEP ( FC) if used as payment Klarna/Affirm?- No, only when creating a reservation

👉🏻Will be paid % by FC upsell, if claim is open - Yes, if booking status still Accept ( Not refund/cancelled/etc) - agent will receive his % 

🗣️Zendesk integration via API

С сегодняшнего дня все обращения наших клиентов через контактную форму в Хелп центре в разделе "Cancellation & E-Wallet" будут направляться в тикетинговую систему Zendesk, в группу Cancellation and Refund.

JANUARY/FEBRUARY/MARCH

✔️WALLET ISSUESS - INSTRUCTIONS FROM IT

🗣️ Причины и решения по неудачным выводам средств с кошелька на карту

1. Если клиент при переходе на страницу с опцией выбора (вернуть на карту/оставить на кошельке) получает ошибку This link has been used, значит он уже сделал свой выбор:
   А) либо запросил возврат на карту И уже подтвердил ссылку на вывод средств;
   Б) либо запросил оставить деньги на кошельке;
   В обоих случаях действие является окончательным и необратимым. Такая установка была от CEO при запросе данного функционала.
   В исключительных случаях (и в частном порядке) мы можем "удалить" выбор клиента, чтобы опция вывода на карту вернулась, но для этого требуется основательная причина и отдельное подтверждение.

2. Если клиент при переходе на страницу с опцией выбора получает ошибку Sorry, something went wrong, посмотрите был ли ранее в резервации сделан частичный возврат на карту. Если да, то направьте эту резервацию на asap@bookinggroup.com , т.к. такое поведение было предусмотрено для того, чтобы случаи с уже наличием рефандов рассматривались индивидуально.
   Если частичного возврата в броне не наблюдается, то просьба пересылать такие случаи в Slack.

3. Если клиент получает ошибку The withdrawal link you followed has expired при попытке подтвердить вывод на карту, переходя с письма "Confirm a withdrawal of ... for the booking ...", то значит:
   А) либо клиент своевременно не перешел на линк подтверждения вывода средств на карту (ссылка активна до 20 минут с момента запроса со страницы с выбором);
   Б) либо клиент переходит по ссылке, которая потеряла свою актуальность из-за того, что была уже сгенерирована более свежая. Такое может быть, например, если клиент несколько раз нажал на запрос вывода средств на карту, получил несколько писем/линков для подтверждения и пробует использовать не самый последний из них. При выдаче нового линка (и отправке письма на подтверждение), старый сразу же перестает быть активным;
   В обоих случаях просите клиента снова перейти на страницу с опцией выбора, повторно запросить вывод средств с кошелька на карту и своевременно подтвердить запрос переходом по ссылке из письма.

4. Если клиент говорит, что по какой-то причине не получил самого письма о начислении средств (письмо "Your E-Wallet has been credited with...") с ссылкой на вывод средств на карту, то просьба убедиться, что в архиве письмо дейсттельно отсутствует и прислать резервацию в Slack.

5. Если клиент получил письмо о начислении средств ("Your E-Wallet has been credited with..."), но в нём отсутствует ссылка на вывод средств на карту (хотя согласно условиям она должна там быть), то так же просьба убедиться по архиву и направить резервацию в Slack.

🗣️ Carwiz International Customer Support notice

Dear Partner,

I hope this email finds you well.

We have noticed that many of your CS related emails end up at other email addresses, which are eventually forwarded to us, but with a delay of several days, even a week, which supersedes the deadline we usually communicate to solving the CS cases.

To enhance our efficiency, and to speed up the whole process, I would kindly ask you to update your contact information for Carwiz Customer Support Team. Single email address used for CS cases is: customer.support@carwiz.rent.

This unified email address will ensure that all inquiries, requests, and updates are promptly addressed by our team.

If you have any questions or concerns regarding this update, please do not hesitate to reach out to us.

Thank you for your attention to this matter, and we look forward to continuing our successful partnership.

Commercial Team

www.carwiz.rent

www.carwizus.com

M. +385 91 619 4305

✔️UPDATE ON SKYSCANNER AFFILIATE:

Clients from Skyscanner affiliate will not pay withdrawal fee, it’s a free procedure for them‼️

This applies to reservations made from 29/02☝🏼

✔️UPDATE ON KAYAK AFFILIATE:

Clients from Kayak affiliate will not pay withdrawal fee, it’s a free procedure for them‼️

This applies to reservations made from 14/02☝🏼

Dear Collegues, if customer wants to cancel - cancellation available only:

1. via customer profile

2. by email to reservations ( cancellation should be sent from the same email address as the booking made)

❗❗❗🗣️Requiring cancellations to be sent from the same email address as the one used for booking can be a security measure to verify the identity of the person making the cancellation. This practice adds an extra layer of protection and helps mitigate the risk of unauthorized cancellations.

✅Authentication
✅Security
✅Consistency
✅Customer Verification

HOW CUSTOMER CAN ACTIVATE A CREDIT WALLET.

If client calls and says he has registered an account, but does not see the button Cancel his booking, the reason for this might be he did not ACTIVATE an account. What actions he needs to take:

1. Press section My account - fill in all mandatory fields in Personal info

2. Press section Credit Wallet - client must choose his preferred currency (USD/EUR/GBP)

After the second step is completed the account should be activated, button Cancel will appear.

📌ASAP table!
Please include only urgent bookings requiring an immediate refund:

The table is for ASAP returns such as:

• Fraud

• Confirmed by mistake

• Partners reported that there is no car before pick-up

• Price error

• Our system error

But NOT for double bookings (DBL booking) and refunding the difference—these are NOT urgent cases.

📌SALES BOOKINGS

If customers calls You & it's SALES booking (FOR THIS MONTH) please transfer a call to SALES

📌If its Dollar/Thrifty - NO MORE amendments by email, if it is less than 48 hours before pick-up time! 

Please, don't ask RC Dollar/Thrifty by email to change customer Name/ Any info.. Less 48 h - no amendments at all!

OCTOBER/NOVEMBER/DECEMBER 23

📌REFUND TO CC

📌Cancel Protection has a new name - LAST MOMENT CANCELLATION

LMC policy remains the same as it was before for CP:

👉🏼 If cancel >48 till pick up:

• full refund to CW minus LMC

• full refund to CC minus LMC

👉🏼 If cancel <48 hours till pick up:

• full refund to CW ONLY minus LMC

👉🏼 If cancel less than 1 hour till pick up:

• NO REFUND AT ALL

‼️Updates in Cancellation policy‼️ (from 23/11/23)

👉🏼 If cancel >48 till pick up:

• full refund to CW with free cancellation

• FULL refund to CC 

👉🏼 If cancel <48 till pick up:

• NO REFUND AT ALL (even if booking was paid with CW)‼️

🔴Cancellation with CP:

👉🏼 If cancel >48 till pick up:

• full refund to CW minus CP

• full refund to CC minus CP

👉🏼 If cancel <48 hours till pick up:

• full refund to CW minus CP

👉🏼 If cancel less than 1 hour till pick up:

• NO REFUND AT ALL

 ✔️From 23/11/23 Cancel Protection product can be added only in the process of making a booking (online or over the phone) 

❗Please remember ❗

Quote ≠ no option to use Credit wallet

🗣️Colleagues, from today 1/11/23 we are ⛔ not doing ⛔ ANY AMENDMENTS⛔ ( for all RC/all bookings/all customers)
Please ask a customer to:
👉🏻create a Customer profile online & cancel the booking ✅ User Profile + Cancellation
👉🏻 save the paid amount on your credit wallet ✅Full amount
👉🏻Book a new reservation with correct info ✅ New booking

👉🏻Info about amendments - removed from customer voucher/ T&C/ FAQ/ Etc.

🗣️Klarna payment

• we are not able to change reservation

• no additional options

• cancellation according cancellation rules ( see Voicher),

• refund will be made by Klarna

✔️Who is Carnect and Cartrawler... 

They are brokers... like we are

Not RC And all info we can send to Carnect - carnect will send to RC

Or... if we have RC contacts? we can do it directly 

✔️What you should know about renting a car in Europe:

drive.google.com/file/d/1GoW9GKXoL7PdbbzALjvs8LlCqlEFu5oM/view?usp=sharing