Embedded Files
A count of overdue rentals is kept on the homepage of the dashboard.
All renters are given a 15-minute grace period to end their rental. VIP customers are given 30 minutes to end their rentals. If a renter goes over their grace period, automatic messages are sent from the system to remind them to return the vehicle.
If you see an overdue rental, first check to see if the vehicle has any upcoming rentals by clicking on the overdue reservation’s reservation number > “vehicle” > scroll to the “Upcoming Reservations” section.
Below are the processes to follow for Overdue rentals.
If you have to move an upcoming renter because of an Overdue Renter, the Overdue Renter will incur a $75.00 penalty. You can charge this fee to their reservation. If the late fee is charged, notate this on the notes in the reservation as well.
Overdue, Upcoming Rental
Overdue, Upcoming Rental
When a rental is overdue by more than their grace period, and there is an upcoming reservation, reach out to the renter to request an update on their return with the following message
Hi NAME, this is AGENT'S 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. Also, please reply back to this message with an estimated time of arrival.
If there is no response from the renter, follow up with a phone call.
Hi NAME, this is AGENT'S NAME from Fetch. We are calling you in regards to your rental, which is overdue. There is an upcoming reservation. Please reply back to the message that we sent you with an estimated time of arrival. Please let us know if you have any questions. Thank you.
If there is no response from the renter, go ahead and inform the team in the support-chatter that the overdue renter did not answer and has not responded to our message as well. The Level 2 Agent will charge the customer the $75 late fee and move upcoming renters. They might ask for assistance from a Level 1 Agent and ask the Agent to call the customer to confirm that they received our message about the cancellation. During this phone call, the Level 1 Agent's goal is to get the customer to make a new reservation and would then apply the coupon to the reseravtion.
Phone call script:
AGENT: "Hi, my name is AGENT'S NAME from Fetch, the car rental company. Am I speaking with CUSTOMER'S NAME?"
Customer: "Yes, hello."
Agent: "Hi sir or ma'am, how are you today?"
Customer: "Good, how are you?
Agent: "Good, thank you for asking. We're just following up here. Did you receive our message in regards to your reservation?"
If the customer states that they receievd the message, let's ask them if they are going to make a new reservation. If the customer's account is "Pending", we will not offer a coupon. If the account is "Approved", we will offer a coupon.
Make sure to note each attempt to contact the renter on the reservation page. Example:
Make sure to note each attempt to contact the renter on the reservation page. Example:
Called renter at 10:30 am, no response, left voicemail.
Called renter at 11:30 am, renter said the vehicle would be returned within the hour, extended reservation for renter and ran charge.
If the original vehicle will not be returned in time for the next rental, reach out to the next renter and let them know the vehicle will be available late. Give them the option of waiting for the original vehicle or switching them to another vehicle.
Hi NAME, this is AGENT NAME from Fetch. 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 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. 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.
Overdue, No Upcoming Rentals
(3 - 12 hours overdue) Overdue, No Upcoming Rentals
When a rental is overdue by more than their grace period, and there are no upcoming reservations that would interfere, reach out to the renter to request an update on their return.
Hi NAME, this 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.
Follow up with a phone call if there is no response within 30 minutes.
Make sure to note each attempt to contact the renter on the reservation page. Example:
Called renter at 10:30 am, no response, left voicemail.
Called renter at 11:30 am, renter said the vehicle would be returned within the hour, extended reservation for renter and ran charge.
Overdue, More than 24 Hours (Non-Level 1 Function)
Overdue, More than 24 Hours (Non-Level 1 Function)
Notify management of the ongoing situation, always note on the customer page what steps you have already taken to reach out to the customer.
Ideally the customer will extend their reservation or “bring it current” to take care of the situation, if they are unresponsive or are not extending, continue with the following process.
Capture the renter’s deposit and mark the rental as a “long term rental” on the reservation page (this can be found under “Rental Actions”), this will ensure that the vehicle cannot be reserved by anyone else until it is returned.
Create a ticket in ZenDesk using the "Overdue Vehicle - Internal Ticket" macro, confirm that you have captured the deposit and taken the above steps. Assign this ticket to your manager.
Your Manager will then reach out to the vehicle's owner to figure out next steps.
Overdue, More than 48 Hours (Non-Level 1 Function)
Overdue, More than 48 Hours (Non-Level 1 Function)
Your Manager will update the ticket in ZenDesk as the vehicle's owner decides on what action to take. Make sure all contact with the renter, through dashboard or phone calls, is reported in the daily Customer Support standup.
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