Greenlight
Invoice, Reservation #, or RA#
what can we search?
to verify the true balance
Why do we use PeopleSoft
a balance that resulted from a dispute filed on a customer's card. Done by the customer themselves or the financial institution.
What is a chargeback?
contact the location they rented from. Contact info is listed on the invoice or you can google the city, country, and brand.
what is the process for an international rental?
When an adjustment has been done to the invoice
What is a replacement invoice?
required to select when leaving a conversation. Is based off what type of call you had and starts with the letter X
What is Keyword 2?
60 days late or we received a second chargeback
When are we allowed to work a chargeback account?
Senior or Supervisors complete. Is when customer says that the incorrect card was charged and need it put on a different card.
What is a MOP change?
what is a QSP note
customer does not want contact or has paid on their account. Stops letters from being sent out.
What is a dunning hold
not a true chargeback, usually no chargeback document. the customer's payment never went through or was charged.
what is a Rejected Payment
we advise the customer that we cannot assist in the collections department because their profile is blocked. They will need to contact the last location they rented from and ask for the contact information.
what is the Risk process?
when there are two invoices listed, this is the second invoice listed, it is to the right of the first invoice
What is a third-party invoice?
we can accept payment/settlement in full but no payment plans
What payments can we accept on FFAMs accounts
reaching out to the branch, on behalf of the customer, inquiring if they want us to pursue or write off.
what is a chargeback dispute?
when we send an email to consumercollections@em.com including the customer's remittance ID, and PS Screenshot or info.
What is the FFAMs process?
can be added to the invoice up to 6 weeks after rental, when on the customer's invoice can view the details about these charges.
What are tolls/citations
Balance is owed, the account is 180 days late, over $100, and sent to Third-Party Collections
What is the Entry Type BDWCR/BDWDR
When the customer gets a refund from EAN and a refund from the dispute with their financial institution
What is a double refund?
customer says the rental was not theirs. If the driver's license and card on file are in their name, if they have a police report have them email it in. if No police report or refuse to provide, direct them to the Risk Management Group.
What is the identity theft process?