Disputes on check reports
After a check is signed, the customer has a set number of days to dispute the report from their web page. Staff can open a dispute too, a Rent Manager even after the window, and the salesperson is given a to-do to answer it.
PLANSEvery plan
The problem it solves
- A customer rejects a damage charge by phone weeks after the return, and the record of it is lost.
- There is no fixed time after which the report stands.
- Nobody owns the complaint, so the invoice waits.
How it works
- Set the Dispute Window (days) on each check template: 2 to start with, 0 for none.
- When a check with a customer is signed, the report is sent and the window starts. The customer sees it on their Check Reports page.
- Within the window the customer presses Dispute, writes what is wrong and presses Send. The check shows Disputed and the salesperson gets a to-do with the note.
- Staff can press Dispute on the check as well; a Rent Manager can do so after the window has closed.
- A Rent Manager presses Resolve Dispute once it is settled, and changes or drops any charge by hand.
Everything it does
The window
- Dispute Window (days) per template: 2 to start with; 0 for none
- Dispute Until set when the check is signed, for checks with a customer
- After it, the customer's Dispute is refused with "The time to dispute this report has passed"
The dispute
- From the customer's web page: What is wrong (required) and Send
- On the check: the Report and Dispute tab with Report Sent, Dispute Until, the state and the note
- States: None, Disputed, Resolved; filter Disputed on the checks list
- Resolve Dispute: Rent Manager only
Charges
- Damage charges wait To Confirm anyway, so a disputed one is not billed until a manager confirms it
- A charge already billed is corrected with a credit note
Who uses it
CustomerDisputes a report from the web page within the window.
SalespersonGets the to-do and answers the customer.
Rent ManagerOpens disputes late if needed, resolves them and settles the charges.
Where you use it
- Customer pages: Check Reports, with Dispute and What is wrong
- Web: Dispute and Resolve Dispute on the check; Rental > Vehicles > Items > Checks with the filter Disputed
- Not in the SmartMy Rental app: the app shows check reports; disputes are sent from the web page
What you control
Settings
- Dispute Window (days) per check template: 2
Notifications
- Rental Check Report: tells the customer the report is ready and to say within the dispute time if anything is wrong (Growth)
- A dispute gives the salesperson a to-do in the back office; the customer sees "We have your dispute" on the page
Questions
How long can a customer dispute a report?
For the template's Dispute Window, 2 days to start with. You can set any number of days, or 0 for none.Does a dispute change the charges by itself?
No. A Rent Manager reads it, changes or drops the charge if needed, and presses Resolve Dispute.Can the customer dispute from the app?
Not yet. The app shows the reports; the dispute is sent from the customer's web page.Related features
CHECKSHandover and return checks with photos, meters and signaturesEvery handover and return runs through a check from your own template. Check points are cards by team, answered with one tap. The check also takes required photo angles, meter readings, the item list and damage marks. Each team signs its part, and the customer signs last. The new check starts from the last one, so readings show their value before and known damage is already listed. The signed report goes to the customer as a PDF.CHECKSCharges from return checks: fuel, AdBlue, kilometres and damageWhen the return check is signed, what the customer owes is worked out from it. That covers kilometres or hours over the allowance, missing fuel, AdBlue and charge, a lost key, and new damage marked to charge. Damage waits for a manager; the rest goes on the next bill.CUSTOMERSCustomer pages: on hire, call off, extend, check reports and paymentsYour business customers sign in to a Rentals page that lists what they have on hire at each site. They call off with a call-off number, ask to extend, read and dispute check reports, pay what is asked and see their invoices.SERVICE AND REPAIRSRepairs, who pays, and warranty and insurance claimsA check point marked Needs repair takes the car out of service and opens a repair. You record who pays: you, the warranty, the insurer or the customer. A customer charge waits for a manager to confirm, and warranty and insurance claims are followed to paid or refused.
See your fleet on it.
Tell us how many cars or machines you hire out, from how many depots, and how bookings reach you today. We will set up your fleet with you on SmartMy Rental.