Submitting a Billing Ticket

Refunds greater than $15 must be submitted by the renter through the Refund Request Form

Agents will no longer state policies to customers over the phone if a customer is requesting a refund or accommodation.

Please note that Agents can state policies to customers if they are asking vs they are specifically requesting/demanding a refund.

• Asking if they can get a refund = State policies

• Specifically requesting/demanding a refund = Submit billing ticket. Do not state policies. The goal is to maintain our <4 minutes average call duration.
  
  

For example:

• Customer #1: Calls in and says that they rented the vehicle for 2-days, but will only use it for 1-day. They are asking if they can get a refund or credit once they return the vehicle. Agent will state early return policy.

• Customer #2: Calls in and requests a refund for an early return. They are specifically asking/demanding a refund: "I want a refund or credit. I just returned the vehicle.  I didn't need it for 5 days.". Agent will submit a billing ticket and will not state early return policy. 

How to Submit a Billing Ticket

• Step 1: Thank the customer for calling in and go to their customer page. Verify email address and DOB.

• Step 2: Inform them that you are going to send them an email where they can click the link in the email to submit their refund request.
  
  

**USE THIS SCRIPT**
Script: "You will be receiving an email here shortly with a link to where you will submit your refund request. I am sending the email now. Once you submit your refund request, that goes directly to our Billing Department. They will follow up in 2 business days. Is there anything else that I can assist you with or notate for you?"

• Step 3:  Create refund request ticket by using the Billing Review/Refund Request (New) macro **REMEMBER TO ADD THE CUSTOMER'S PHONE # IN THE TICKET BEFORE YOU SUBMIT IT**

• Step 4: Submit the ticket

• Step 5: Add the reservation URL link in the internal notes of the ticket

• Step 6: Notate the phone call timestamp, conversation with the customer, and the refund request ticket on the reservation notes

Potential customer questions/roadblocks:

Possible question from existing customers: "Why do I have to submit the request? Support has submitted billing tickets for me in the past."

• Answer: "Our policies and processes have been updated. We'd like for this process to be easy for you, so that way there's no back and forth. We're getting all of the information directly from your in your request once it's submitted."

Question: "Is there anyone else I can speak to about this?"

• Answer: "Unfortunately, no. As stated in the billing ticket, the Billing Department is available via email to respond to any further questions or requests. The Billing Department does not have a direct line. They conduct all of their communication and billing matters via email only. Is there anything else that I can assist you with or notate for you?"

Question: "Can you just process the refund for me right now? I don't want to waste time or communicate through email and I do not want to wait 2 business days for them to respond to me."

• Answer: "Unfortunately, no. Support does not process refunds. I know that the ticket states 2 business days, but what I can do is request for this to be escalated. We cannot guarantee a response today, but you may receive a response tomorrow or within the next business day. Any additional concerns or feedback that you may have, please just reply back to the email that we sent. Is there anything else that I can assist you with or notate for you?

Question: "I want to speak to a Manager or Supervisor."

• Answer: "I can request for a Billing Manager to follow up with you in the ticket. As stated in the billing ticket, the Billing Department is available via email to respond to any further questions or requests. The Billing Department does not have a direct line. They conduct all of their communication and billing matters via email only. Is there anything else that I can assist you with or notate for you?"

Question: "How do you not have anyone that I can speak to about this? You're telling me you don't have a Manager or a Supervisor I can speak to? Who is your Manager? Transfer me to your Manager now."

• Answer: "I can see if a Support Manager is available. I'll be honest with you, the Support Manager will not be able to assist with this. This is a billing matter. It is industry standard. There are other companies out there that only communicate via email as well in regard to a refund or dispute. So, no. We do not have anyone that you can speak with in the Billing Department. The Billing Department will follow up in 2 business days. Is there anything else that I can assist you with or notate for you?"

Question: "Your Support Manager cannot assist me? So, what does your Support Manager do?"

• Answer: "Support is a separate department. Support assist customers with pricing and availability, locating the vehicle at the location, notifying partners, so the owners of the vehicle, of any reports in regard to their vehicle."

"You did not answer my question. What does your Support Manager do that they cannot assist me?"

• Answer: "As I stated, Support is mainly informing customers of how Fetch works, how to access the vehicle. The ticket has been submitted. Is there anything else that I can assist you with or notate for you?"

Question: "Just transfer me to a Manager now. I will stay on the phone until I get my refund."

• Answer: "Unfortunately, as I stated, the Billing Department does not have a direct line. The billing ticket has been submitted. I will be disconnecting from the line now. Again, any additional concerns, feedback, or requests that you may have, please just reply back to the email that we sent.  I will be disconnecting now. Thank you again for calling Fetch. Enjoy the rest of your day. Thank you."

Customer is attempting to hold you on the phone? Our goal is to maintain our call duration goal of <4 minutes

"As stated in the billing ticket, any information regarding the billing ticket will only be communicated via email. I will be disconnecting from the line now. Again, any additional concerns, feedback, or requests that you may have, please just reply back to the email that we sent. I will be disconnecting now. Thank you again for calling Fetch. Enjoy the rest of your day. Thank you.".   Agent can then disconnect the call.