Common Renter Problems

and Questions

Can I return my vehicle early?

Even though renters are free to return their Fetch vehicle at any time, Fetch does not offer refunds for early returns.

If a renter inquires about early returns be sure to let them know

Fetch does not offer refunds for early returns
Customers are charged the full amount of their reservation when they hit “Start Reservation”
Customers are able to modify reservation duration during the cancellation/change period

I can’t unlock the vehicle

If a renter is able to start their reservation but not able to unlock a vehicle, the problem could be with the device or a simple user error. It’s our duty to get the customer into the vehicle without bypassing any security measures.

Before unlocking a vehicle for a renter

Confirm renter’s identity by asking for the email address associated with the reservation and by confirming the renter's date of birth
Confirm reservation date and time to make sure the renter is not trying to get in to their vehicle more than 15 minutes before their reservation is set to start
Verify renter is at correct vehicle
1. 1. Ask renter for license plate number of the vehicle or
  2. Confirm license plate number from vehicle photos

Customer at wrong vehicle

Give customer last 4 digits of the license plate number of their assigned vehicle
Confirm renter was able to get into correct vehicle before hanging up

If the customer is at the correct vehicle, please escalate the situation for a support agent to assist.

Be sure to document conversation and adjust reservation time if needed

My vehicle isn't here

Customers can get a little frustrated when they can’t locate their vehicle. In situations like these it is important to remain calm and have patience with the customer.

Be sure to confirm renter’s identity, reservation time, pickup location, and vehicle. Ask the renter for license plate number of the vehicle and confirm through the vehicle tab of the reservation.

Vehicle is at the location and the renter can’t find it

Use the location notes to help the renter identify where the vehicle should be parked
Enter the location’s address into google maps and direct the renter to building using landmarks from Google maps,

“The building is located across the street from Waffle House”.

Check the return photos of previous reservation
1. Search the dashboard with the vehicle address to determine the last rental on the vehicle
2. Check the return photos on the rental to see if they returned it to the correct place

“It looks like the last renter parked in the back of the building along the gray fence”

Vehicle is not at the location

Make note of current vehicle escalate the situation for an agent to switch the renter to a new vehicle.
Slack reservation URL to the customer support channel and notify the team that a vehicle is not in the correct location
Apply a $15 coupon for the inconvenience

I was able to start my reservation but now my vehicle won’t start

Whenever a customer is unable to start their vehicle, it is important to remain calm and be patient with the customer in order to best assist them. If a customer is having issues starting a vehicle, be sure to check the vehicle’s inventory notes for known problems and solutions.

Confirm renter’s identity
Confirm reservation date and time to make sure the renter is not trying to get into their vehicle more than 15 minutes before their reservation is set to start
Check vehicle inventory notes for common vehicle issues
1. 1. Open reservation
  2. Go to vehicle tab
  3. Click on vehicle’s name
  4. Review “Inventory Notes”
Confirm with renter that their foot is on the break when starting the car
Confirm that renter is able to move the steering wheel (steering wheel isn't locked)
Have renter try to start vehicle again
If this doesn't help, escalate the situation as the renter may be experiencing mechanical issues.

I can’t upload my vehicle photos

When starting their reservation, the renter is prompted to upload photos of their vehicle when picking up and returning. Asking for renter photos is our way of documenting pre-existing damage. Renters do not have to upload photos but its always a good idea to take them.

Be sure to confirm renter’s identity before giving out any account information
Send a prompt through the dashboard to the renter

Hi NAME, this is AGENT NAME from Fetch. If you are having difficulty adding vehicle photos through our website, please feel free to text them to us by replying to this number via e-mail or text. Let us know if you have any issues!

The app won’t let me extend my reservation

Renters are able to extend their reservation from their Fetch account at any time while the reservation is in progress. If the extension conflicts with an upcoming reservation, current renter will not be able to extend. Additionally, if a renter does not have available funds, the system will not let them extend their reservation.

Be sure to confirm renter’s identity before giving out any account information
Check for upcoming reservation
1. 1. Open the reservation page
  2. Go to “Vehicle” tab
  3. Check “Upcoming Reservations” section
  4. There should be at least 30 minutes between the end time and start time of rentals, ideally an hour
If an extension conflicts with an upcoming reservation the current renter will not be able to extend their reservation and the renter will need to return their vehicle by specified drop-off time
If there is no conflict with upcoming reservation you can extend the reservation manually - see "Change date, time or duration - Reservation is "In Progress"

There's a scratch on the vehicle I didn’t document in the vehicle photos

Sometimes renters report damage after they get into a vehicle. Whenever a renter calls with any type of vehicle complaint, be sure to document the conversation. If a renter reports feeling unsafe driving a vehicle, offer to switch them to another vehicle.

Be sure to confirm renter’s identity before giving out any account information
Have renter send photo of damage directly to us via e-mail or text

Hi NAME, this is AGENT NAME from Fetch. Just a reminder, additional vehicle photos can be sent directly to us by replying to this message via e-mail or text. Thank you!

Make notes in reservation

This vehicle is too small/ This is not what was pictured on the website

Photos on the website are just stock photos. We cannot guarantee that the vehicle a renter receives looks exactly like the ones pictured on the site. We can only guarantee the type of vehicle the renter will get.

When advising renters, keep in mind

We can only guarantee the type of vehicle a renter will get. We cannot guarantee make, model, year or even logos that will be on the vehicle they reserved
Cargo area dimensions are listed on the site for all vehicles
We cannot make reservations on the behalf of a renter
We do not issue refunds for these issues

I was overcharged for my reservation

When a renter reports being overcharged for a reservation, it may be just a simple misunderstanding of the charges. Before escalating, be sure to explain all charges posted. If renter is still unhappy after explanation escalate.

Be sure to confirm renter’s identity before giving out any account information

Confirm the renter's identity
Confirm reservation date and time
Go to “Transactions” tab and describe the charges that were posted, gas overages, mileage, added time etc.

If the renter disputes the charge

Never argue with a customer disputing a charge. If a customer still insists on a refund after being informed of our policy,

Inform the customer that you can submit their request to billing
Make notes of the situation on renter’s reservation
Create a ticket in ZenDesk using the "Disputed Charge" macro for the customer and CC your Manager

Hi Michael, thank you for renting with Fetch! This is a message to notify you Reservation R-0CWZDR has been submitted to billing for review. Someone will follow up with you regarding the status of your refund request within 2 business days. Thank you

Make sure to bring this situation up at the daily CS meeting

Renter's payment fails

A renter is charged for their reservation when they hit the “Start Rental” button. If the charge fails for any reason, they won’t be able to start the reservation.

Reasons for failing

Insufficient funds - Site displays insufficient funds message, security deposit posts but rental fee fails. Advise renter to contact their bank.
Block on card - Bank or Stripe flagged card for fraudulent activity.
Change in billing address - Customer’s billing address has changed since renting with Fetch or billing address has been changed to a P.O box. Customer can add or update payment method through Fetch account.
Expired card - Outdated information for payment method on file.

Let the renter know the common reasons for failed payments, if the problem persists, the renter will need to reach out to their bank to identify the reason.

I can’t access my Fetch account

Renters must be able to access their Fetch account before starting their reservation. Before moving forward with a renter, make sure they were able upload their account photos first. If not direct renter to follow the link sent to their phone or e-mail address.

Be sure to confirm renter’s identity before giving out any account information

Forgotten password

Send reset password link to renter’s email address on file by clicking the three dots at the top of the customer page > "Resend Password Reset

Can’t find renter’s account

If renter was able to upload account photos and you are not able to locate their account. Their e-mail address may be inaccurate.

Ask renter if it’s possible they used another e-mail address
Try using renter’s first and last name or phone number to find account
Once account is found reconfirm renter’s DOB
Confirm date and time of the reservation
Inform renter of the email address the reservation is under

Doesn’t remember their e-mail address

Try using renter’s first and last name or phone number to find account
Once account is found reconfirm renter’s DOB
Confirm date and time of the reservation
Inform renter of the email address the reservation is under

I don’t have my phone with me. How do I access my vehicle?

Renter must be able to access their Fetch account in order to start their rental. Never manually start/end a reservation for a renter who cannot access their account.

Be sure to confirm renter’s identity before giving out any account information
Inform renter they can start their reservation from any device that can access the internet like a smartphone, tablet, or computer
Advise renter to write down pin if they are not using a handheld device
If the renter can’t access an alternate device ask the renter if they would like to cancel or reschedule

I want to change the e-mail address on my account

Renters are not able to update their contact information from their Fetch account. If a customer wishes to change the phone number or email address associated with their Fetch account, they must contact Customer Support. Passwords can be updated by clicking “Forgotten Password” on the sign-in page

Confirm renter’s identity through email address and DOB or Name, DOB and phone number
Ask renter for contact information they would like to update
Update e-mail address
1. 1. Open customer’s account
  2. Click “Edit” above “Notes”
  3. Enter new e-mail address under “Email”
  4. Click “Edit Customer” to save changes
Repeat new email address back to customer
Inform renter that the email address provided will be their new username
Send customer message through dashboard confirming new email address
1. 1. Hi Ashley, you new username is ashleybanks@gmail.com. Thanks!

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