Managing Reservations & Reservation Status

Waiting

• Customer has not started the check-in process (Customers must be approved in order to check in)

• Payments have not gone through - two payments are required upon check-in (The deposit goes through first and then the rental fee)

• Customers agree to the Terms of Service during this time

• Customer are asked to take photos of the outside of the vehicle: front, back, and sides

• Depending on the type of device that the vehicle has, the vehicle will either unlock itself or it will instruct the customer to locate the keys in the external lockbox placed next to the license plate (Please note that the external lockbox could also be on the license plate on the front of the vehicle as well or the external lockbox could also be in the tow hitch)

• Agents should not switch the status from "waiting" to "in-progress". We can only update the status to "in-progress" if all payments have gone through, we have a "Picked-Up" timestamp, and Gas Start and Miles In are filled in, either automatically or manually by a Level 1+ or Level 2 Agent.

In-progress

• Payments have gone through successfully

• The customer should now be able to turn on the vehicle

• If a reservation must be canceled and the status is now in-progress, please confirm if the vehicle has a pro device. You can proceed to change the status from in-progress to canceled. DO NOT SET THE STATUS TO COMPLETE. If the vehicle has a pro device, please notify your senior support agents. They will immobilize the vehicle and lock it. If they are not available, please reach out to Alex. If Alex is not available as well, please reach out to Kelsey. Agents should not immobilize, mobilize, lock, or unlock a vehicle.
  
  

Completed

• The rental has ended

• If a customer was overdue, the system will automatically charge them the amount of time that they were overdue. If the payment fails, the Support Dept will be notified via Zendesk of the failed payment.

• Once the rental is completed, the deposit will release in 2 days

1. Click on the renter's reservation number to view the reservation details

2. Is the account pending or approved? Confirm our cancellation policy and rescheduling policy. When is the customer contacting us? Is it 48 hours prior to pick up? If the customer is contacting us 48 hours prior or if their account is pending, we can update the reservation as long as it does not conflict with any upcoming rentals.

3. Check the vehicle's page to see if there are any upcoming reservations already booked that would conflict. 

4. Under "Reservation Details" adjust the Pick-up / Drop-off times

5. Click "Add Note" at the bottom of the reservation to add reservation notes.

Example: "Cx called in at 2:18 pm to update their pick-up time. I informed the cx that they are contacting us within the 48-hour window, but since their account is currently pending, we can make any changes to the reservation at no cost to them"
Example: "Cx called in at 2:18 pm to update their pick-up time to another day. I informed the cx that their account was approved 2 days ago and they are contacting us within 48 hours, so we can update the pick-up day, but the rental fee will be charged at this time and they will only pay for the deposit upon check-in." Agent will continue to add more notes detailing the conversation that they had with the customer.

6. Hit "Save Reservation"

1. Click on the renter's reservation number to view the reservation details

2. Is the account pending or approved? Confirm our cancellation policy and rescheduling policy. When is the customer contacting us? Is it 48 hours prior to pick up? If the customer is contacting us 48 hours prior or if their account is pending, we can cancel the reservation at no cost to the customer.

3. Let the customer know you are unable to change the location of the reservation, but we can  cancel the reservation at no cost to them since they are not inside of the 48-hour window or due to their account pending (the account has not been approved by our Verification Department yet)

4. Inform the customer that you are going to process the cancellation at no cost to them and they can make a new reservation at fetchtruck.com 

5. Set the status from "waiting" to "canceled"

6. Click "Add Note" at the bottom of the reservation to add reservation notes. For example: "Customer requested change of location. Canceled res. Cx will make a new res."

7. Hit "Save Reservation"
   
   

8. Offer to look up nearby vehicle availability for them.

9. Send the customer a link to the search results so they are easily able to rebook.
   
   

Reminder: There are no penalties to a renter who wants to change their location or vehicle before 48 hours of their reservation. Once the customer is inside the 48-hour window, they will be subject to a cancellation fee, which is the full cost of the rental, but only if they did not select the Reservation Protection Coverage or if the vehicle does not offer the Reservation Protection Coverage.

1. Click on the renter's reservation number to view the reservation details

2. Check the vehicle's page to see if there are any upcoming reservations already booked that would conflict. 

3. Click on the "Transactions" tab.

4. Click "Add Charge"

5. The "Transaction Type" should be set to Charge (hold is only for running security deposits). 

6. Change Duration to either hourly or daily, depending on your changes, and input the number of hours or days you would like to extend to.

7. Make sure the check box for "Include Additional Products" is checked, this will make sure that any additional charges needed for items like CDWs will be included. 

8. If you want to include a coupon, choose the appropriate code from the drop-down menu.

9. Double-check that everything is correct, and click on "Charge".
   Payment must be successful first before we update their drop-off time.

10. If the charge is successful go ahead and adjust the Pick-up / Drop-off times on the Reservation page. 

11. Click "Add Note" at the bottom of the reservation to add reservation notes. For example: "Cx called in at 2:18 pm to extend the rental for 2 hours. I processed the 2-hour rental fee. Updated drop off."

12. Hit "Save Reservation"

13. Update the renter with a message through the dashboard.

Hi NAME, this is AGENT NAME from Fetch, your reservation details have been successfully updated. Your new rental start time is TIME. Please let us know if you have any questions. 

Watch a video to learn more! Manually Extending Reservations

**Please put the reservation URL in the support-chatter and a Level 1+ or Level 2 Agent will assist. At times, "switching vehicles" can have multiple steps and we need to consider a few factors before we deny the customer their request. We want to ensure that we follow SOPs (standard operating procedures), but we also want to see if there's a possibility to assist the customer.**

If a renter experiences an issue at the beginning of the rental, such as a flat tire or the vehicle is not in suitable condition, you can assist them in finding a new vehicle if one is available. 

1. Advise them that they need to close out of their current rental by going back to their Fetch account, and clicking "End Rental". Do not move forward until the reservation shows as "completed".

2. On the reservation screen, make a note of the issue in the notes section about the issue.

3. Let the renter know that you are not able to rebook for them but that you can help find a nearby replacement. 

4. Search for available vehicles on fetchtruck.com and send the customer a link through the dashboard to the search results so they are easily able to rebook.

5. Make sure to assist the renter with choosing a new location and staying available for questions while they rebook.

6. If the vehicle's condition is not the fault of the renter, refund the cost of the rental. If you are unsure about who's at fault, let the renter know you are submitting the charges to the Billing Department for review.

   1. Click on "Reservation" then select "Transactions" at the top

   2. Choose the rental charge by checking which line item category is "Rental" (as opposed to "Deposit"), select "Refund in Full".

7. Offer the customer a $15 coupon for the inconvenience and apply it to their next rental.

   1. If the rental is still "Waiting", you can enter the coupon on the "Reservation" tab and hit save. 

   2. If the rental is already "In Progress", you can process a refund on the rental charge for the appropriate amount.

8. Always leave notes about what changes you made and why you made them.

Lastly, if necessary, reach out to the vehicle's owner to notify them of the issue with their vehicle.  (Level 1+ and Level 2 Agents will proceed with next steps and notify the owner)

See a refund in action by watching this video! 

Reservation is "Waiting"

1. Navigate to the Reservation page

2. Under Reservation Details click on "Select a Coupon"

3. From the drop-down list, find a coupon that is the appropriate value. 

4. Leave a note about the changes you made to the reservation.
   Examples:

• "Res 21812: $15 credit."

• "$15 coupon due to a device down"

• "$15 coupon due to overdue renter from Res 32468"

5. Click "Save Reservation"

Reservation is "In Progress" or "Completed"

1. Coupons will not successfully work on a reservation once it's in "In Progress" or "Completed". You will have to process a refund.

2. Navigate to the Reservation's Transaction page.

3. Choose the rental charge by checking which line item category is "Rental" (as opposed to "Deposit"), select "Refund".

4. Enter the appropriate amount and click "Refund".

5. Leave a note about the changes you made to the reservation. Example: "$15 refund due to unlock issue."