Unlock Issue

1. Confirm pick-up location

2. Confirm license plate # and/or vehicle # (Home Depot vehicles have a 5-digit vehicle # on the front and back of the vehicle), which is the confirmation ID on the vehicle's page

3. Check reservation status (The vehicle will unlock once the status is "in-progress".

4. Home Depot vehicles: If the status is in-progress and the customer has stated that the app is notifying them that the vehicle has been successfully unlocked, a Store Associate will have to assist the customer with unlocking the vehicle with the store's spare keys.

• You can call the store by doing the following:

Step 1: Right-click on the vehicle's page

Step 2: Go to the location page

Step 3: Copy the store's information

Step 4: Open a new tab and paste the store's information into the URL box

Step 5: Click on the store's website

Step 6: If the store has a Tool Rental, call them. If there's no Tool Rental, call the Pro Service Desk

Script

"Hi, my name is AGENT'S NAME. I'm calling from Fetch. We have a customer that's experiencing an unlock issue for vehicle # (5-digit #). When this happens, we'll just ask the Store Associate to unlock the vehicle for the customer with the store's spare keys. The customer's keys will be inside the vehicle, so there's no need to give the customer the store's spare keys. Are you able to do for the customer?"

Most of the time, Store Associates will assist. We can go ahead and update the customer's reservation time if need be and we can also process a $15.00 refund as well. Please keep in mind that if the reservation is in-progress, you must process a refund and not apply a coupon. A coupon will only successfully work if the reservation is in waiting and if the payments have not gone through yet. Once the notation has been made to the reservation, go to the Unlock Issue Spreadsheet and add the information to the sheet.

If a Store Associate doesn't want to assist or says: "We're not supposed to unlock the vehicle for the customer" or "We have nothing to do with Fetch", please escalate to a Level 2 Support Agent.

To expedite this process, it might be best to ask the customer to go into Tool Rental, put us on speaker, and have us speak with the Store Associate. You can ask the customer what they would prefer: if we call the store or if they go inside and put us on speaker. Our goal is to get the customer inside the vehicle as soon as possible. If assistance is needed, copy and paste the reservation into the chatter and ask for assistance from a Level 2 Agent. Asking the customer to go inside the store is the only option for Level 1 & Level 1 + Agents at this time as they do not have access to Home Depot's websites.