Embedded Files
We will only offer credits and coupons to approved customers. Go to macro library and use the "due to unforeseen circumstances" macro.
Our mission with customer support is to be empathetic and responsive to customers. This is incredibly important when they are experiencing mishaps or mistakes. Here you will see some scenarios where it may be appropriate to give a refund or credit.
Early Returns, Damage Waivers, Mileage Charges
Early Returns, Damage Waivers, Mileage Charges
There are three circumstances where we almost never issue a refund, they are:
Early returns
Damage Waivers
Mileage Charges
Inform the renter that we do not refund for these circumstances. Never argue with a customer disputing a charge. If a customer still insists on a refund after being informed of our policy, follow the steps below.
Inform the customer that you can submit their request to the Billing Department (not open on the weekend)
Make notes of the situation on renter’s reservation
Create a ticket in ZenDesk using the "Disputed Charge" macro for the customer and assign the ticket to a escalation agent
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
Refunds
Refunds
Full Refunds
Full Refunds
In a situation where a renter was not able to get the full value from their vehicle, we would offer a refund for the entire rental. Always check with your manager before processing a full refund.
Examples:
Renter had mechanical issues where they were not at fault
Renter was impacted by a Fetch initiated change to their reservation
Covid-19 diagnosis
Partial Refunds
Partial Refunds
At your discretion, agents may authorize a $15 discount refund or credit. Additionally, updating a renter's time after a delay is always the easiest option and is always appreciated by the renter.
Examples:
Having to change vehicles or locations
Unable to access vehicle because it is unavailable or not returned
Renter experiences a lock/unlock issue
Keep in mind that if we are processing a refund, do not process refunds from the CDW or FCW section in the Transactions. Process the refund from the rental fee. Waivers are non-refundable.
Report abuse