Renting with Fetch

In order for a customer to become a Verified Renter Fetch renters must have ALL of the following:

1. Valid + active Driver's License

2. Valid + active auto insurance with 

   1. Liability + Collision Coverage or

   2. Liability + the purchase of a Collision Damage Waiver or Fetch Collision Waiver.

Standard Vehicle Locations:

• 1817 Hosea L Williams Drive SE,

• 2520 Spring Road SW

• 1413 Hosea L Williams Dr NE

• 2039 Oakview Road SE

• 2800 Century Pkwy

• 528 Highland Ave NE and Howl St
  
  
  

3. Credit or Debit card (prepaid cards and cash payments are not accepted). Anyone can pay for the rental. The customer on the Rental Agreement does not have to be on the payment method.

4. Signed Rental Agreement (Terms of Service)

5. Mobile phone capable of accessing the internet

6. Must be 21 or older
   
   
   

• Driver's license must be state-issued, we are unable to accept non-U.S driver's licenses

• We are unable to accept driver's licenses from unincorporated or organized territories of the U.S (American Samoa, Guam, the Northern Mariana Islands, Puerto Rico, and the U.S. Virgin Islands)

• License cannot be a temporary or paper license, even if issued by the DMV

• Fetch is unable to accept driver's licenses with military extensions at this time

Commercial Driver's License Requirement: 

• CDL medical status must be valid
  
  
  

• Before a customer can start their reservation, the account needs to be approved by the Verification Department. Once an account is approved, the customer will be sent an email with a link to start the check-in process. They can also refresh their reservation on their Fetch account and see that they will now be able to click "Start Check-in".

• Verification agents will leave updates on the renter's Customer Page concerning their verification status if needed. If you receive a phone call from a renter asking for a status update, check their customer page. If you see a note like "Agency does not open until 9 AM, will call back then". You can let the customer know that we are waiting to speak with their agency due to the agency opening at 9 AM.

• Additionally, it is always a good idea to read through customer messages. We may have requested additional documentation from the renter and are waiting on them to send it over. 

Banned or Extended Review Accounts

If a customer calls in and says that they are not able to access their Fetch account (cannot make a reservation or add a new payment method), confirm their email address and date of birth first. If a customer cannot access their account, their account has most likely been banned. We do not want to use the word "banned". Instead, inform the customer that it looks like their account has been disabled or deactivated. Advise them to send an email to account-support@fetchtruck.com as our team does not have access to any specific information. You can also send them the "Banned Account" macro in the dashboard. If they ask to speak to a Manager, you can again, inform them that when an account is disabled, the process must be followed, which would for the customer to email account-support@fetchtruck.com and that a Manager will relay the same information. If the customer still wishes to speak to a Manager, check to see if the Assistant Manager is available. If the Assistant Manager is not available, inform the customer that a Manager is currently not available, but that you will submit a Manager callback request ticket.

How do I submit a Manager callback request?

1. Go to Zendesk

2. Click "Add+" at the top left corner

3. Bottom left corner, where it says "Apply macro", click and type "Manager callback request". You will see the "Manager Callback Request - Internal Ticket". Select it.

4. You will leave the requester blank.

5. Add in the information in the ticket and click at the bottom right corner "Submit as New"

6. Go to "Unassigned tickets" and the new ticket will appear. Click the ticket, copy and paste the ticket's URL, and send it to the Assistant Manager via Slack. If the Assistant Manager is OOO (Out of office), send the link to the ticket to either the Senior Support Associate or to our Manager (Kelsey).
   
   

We will most likely be able to give the customer a callback, but it does depend on when the callback request ticket was submitted. If it's too late in the day, we will call the customer first thing in the morning.