Macro Library

Renter is uploading their photos on their Fetch account (Agent sending instructions on how customers can upload their photos)

Hi NAME, this is AGENT'S NAME from Fetch. Please go to rentals.fetchtruck.com to upload photos of the front and back of your driver’s license, a selfie where the front of your face is fully visible, and proof of insurance where your name, the insurance provider’s name, the policy number, effective date, expiration date, Make/Model/Trim, and VIN # are clearly readable. If you are having trouble logging into your Fetch account, we have sent a password reset to your email: (copy & paste the renter's email address)

To Agent: Be sure to send a password reset by clicking here.

Renter is sending in their photos for their Fetch account (Agent sending a message to the customer asking them to reply back to the message with their photos and Fetch will upload the photos for the customer. We can use this if a customer is having trouble uploading their photos or we are rushing to get their account approved asap)

• If a customer is sending in their photos, always ask them to send in a selfie of them holding their driver's license. 

• Send "Renter sending in their account photos" macros in the dashboard

Hi NAME, this is AGENT'S NAME from Fetch. Your account is almost approved. Please reply back to this message with photos of the front and back of your driver’s license, a selfie of you holding your driver’s license next to your face where the front of your face is fully visible, and proof of insurance where your name, the insurance provider’s name, the policy number, effective date, expiration date, Make/Model/Trim, and VIN # are clearly readable. Thanks!

Declaration Messages

Hi NAME -  Your account is almost approved. To expedite, please send your declarations page to support@fetchtruck.com - AGENT NAME from Fetch

What is a Declarations Page?

Hi NAME - An auto insurance declarations page is a concise overview (document/PDF) of your policy provided by your insurance provider. It states the named insured (i.e. the main policyholder), any additional insured drivers, your policy number, coverages, and the length and effective dates of your policy term. You should be able to find that if you log into your insurance account or on your insurance provider's app. We must have that before finalizing the approval. Please let us know if you have any further questions!

Is the declaration page mandatory?

Hi Name- Thanks for getting back to us! Please be assured we understand that you want to get into the vehicle as quickly as possible. Unfortunately, without the declarations page we would not be able to finalize approval. Our Verification Department needs this document in order to confirm coverages on your auto policy. - AGENT NAME from Fetch

Credit Card Macros

Add a New Card 

Hi NAME! Here is a link to change your payment method: https://rentals.fetchtruck.com/payment_methods

Error Message 

Hi NAME- There may have been a typo when you added your credit card. For example, if the zip code is incorrect, you would receive an error message. Here is a link to change your payment method: https://rentals.fetchtruck.com/payment_methods

Security Deposit

Hi NAME, this is AGENT NAME from Fetch. As long as there are no damages or pending charges, your security deposit will be released within 2 days of the completion of your rental. For more information, please visit:  https://fetchtruck.zendesk.com/hc/en-us/articles/115001752588-What-is-the-security-deposit-and-when-will-it-be-refunded-

Banned Renter or Extended Review Macros (use macro in the dash)

Hi NAME, this is AGENT'S NAME from Fetch. Your account is currently in an extended review. Due to this, we are unable to approve you for rentals at this time and your reservation has been canceled at no cost to you. Please email account-support@fetchtruck.com for further information as our team does not have access to any specific information. You should expect a response within 7 business days. Thank you.

End Your Rental Macros

Hope you enjoyed your rental! Here are instructions on how to end your rental: https://fetchtruck.zendesk.com/hc/en-us/articles/115001606312-How-to-End-Your-Rental Please let us know if you have any questions. - AGENT NAME  from Fetch

Customer Makes Updates to Reservation 

Customer Cancels Reservation

Hi NAME -  We have canceled your reservation R-XXXXX per your request. We hope to have you rent with Fetch in the future! We would just need to verify your insurance to finalize approval. Please let us know if you have any questions as we're always here to help. Thanks! - AGENT NAME  from Fetch 

Customer Changes Pick Up Time

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. 

Customer Adds Additional Time (typically this message is sent after a phone call)

Hi NAME- Thanks for keeping us updated! For Reservation R-XXXXX, your return time is now TIME. Thanks! 

Customer Needs to Send in Photos

Hi NAME, please reply here with pictures of the vehicle.

Overdue Rentals (use macros in the dash)

Overdue renal and there’s an Upcoming Reservation 

Hi NAME, this is AGENT NAME  from Fetch. Your vehicle is overdue for return and has an upcoming reservation. Please close out your rental or reach out to us if you are experiencing an issue. 

Overdue Rental, No Upcoming Reservation

Hi NAME, this is AGENT NAME  from Fetch. Your vehicle is overdue for return. Per your rental contract, please extend your rental or return your vehicle. Rentals may be extended through your Fetch account at rentals.fetchtruck.com.

Overdue Rental Impacts This Reservation - Typically we’d want to call the customer first so they can be aware of the situation and their options. 

Hi NAME, this is AGENT NAME from Fetch. (We just tried to give you a call but there was no answer/ Thank you for taking our call) We have a quick update to your upcoming rental at ADDRESS. The previous renter is running late and estimates the vehicle will be returned at TIME. Would you like to move your rental begin time to TIME, or be switched to a new vehicle? A SIMILAR VEHICLE is available now at ADDRESS.

If a similar vehicle is not available explain to the renter that their start time will be impacted and offer a $15 credit on the rental.

Hi NAME, this is AGENT NAME from Fetch.  (We just tried to give you a call but there was no answer/ Thank you for taking our call) We have a quick update on your upcoming rental at ADDRESS. The previous renter is running late and estimates the vehicle will be returned at TIME. Because of this delay, we have moved your start time to TIME and end time to TIME. We are sorry for this delay and want to offer you a $15 credit for the inconvenience.

Unforeseen Circumstances (Overdue Rentals - Cancelling a Reservation)

Approved account:

• We will call the customer first. If they do not pick up, then we will send them the macro down below.
  
  

Hi , this is AGENT'S NAME from Fetch. We just gave you a call, but there was no answer. Due to unforeseen circumstances, the vehicle on your reservation will not be available due to REASON. Your reservation has been canceled at no cost to you. You can click the link below to make a new reservation and we will apply a $15 coupon to that new reservation. You will not see the coupon applied to your new reservation, but you will see it once you start the check-in process. If none of those locations or vehicles work for you, please let us know and we will apply a $15 credit to your account for a future rental. Please note that we cannot price-match the rental fee/mileage packages. We'd like to apologize if this may have caused you any inconvenience. Please let us know if you have any questions.

REASON (we unlisted a vehicle) - unscheduled maintenance

REASON (overdue renter did not return the vehicle) - due to the current renter not returning the vehicle on time and they did not provide an ETA.

Pending - Account has not been approved:

• We will send the macro down below first and then follow up with a phone call if a new reservation is not made within 30 minutes.
  
  

Hi NAME, this is AGENT'S NAME from Fetch. Due to unforeseen circumstances, the vehicle on your reservation will not be available due to REASON. Your reservation has been canceled at no cost to you. You can click the link below to make a new reservation. Please note that we cannot price-match the rental fee/mileage packages. If a new reservation is not made after this message has been sent, we will follow up with a phone call to assist in any way. We'd like to apologize if this may have caused you any inconvenience. Please let us know if you have any questions.