1. PROBLEM CODE

Enter up to 3 alphanumeric characters to indicate the code to be created.

EXAMPLE: Type DRT (RET)

2. DESCRIPTION

Enter up to 40 alphanumeric characters to describe the reason for creating this code.

EXAMPLE: Type DIRTY VEHICLE (RET)

3. G/L ACCT

This field is optional. If this field is blank, the GL account used is that of the Option entered in Field 7 below. If a different GL account should be used for adjustments with this problem code, enter the GL account number.

EXAMPLE: Press (RET)

4. TYPE

This field is used to indicate if the Customer Service Adjustment should be issued as a dollar amount or as a percent of the charge being disputed. Enter one alpha character to indicate one of the following:

A = Amount

P = Percent

User Tip: Percents can be used only for hard codes. As a result, the problem code being defined here must first be linked to a specific hard code edit using the Edit Hard Codes program before the "P" selection can be applied here. The Edit Hard Codes program will not allow the entry of an invalid problem code, therefore initially, all problem codes must be set up as type "A".

EXAMPLE: Type A (RET)

If no maximum amount is to be applied to this problem, this field may be left blank. The Incident Entry Logic itself will place a limit on the amount that can be issued. Please refer to the discussion of this subject in field 5 below.

5. MAX AMOUNT

This field works in conjunction with Field #4 above. For codes with Type "A", enter the maximum dollar amount that can be offered as a Customer Service Adjustment for this problem. For codes with Type "P", enter the maximum percent (up to 100 percent) of the charge that can be credited by a Customer Service Adjustment.

Regardless of the amount entered here, the Incident Entry logic limits the amount of the entry as follows:

If a hard problem code is used, the amount of revenue on the RA for that item or the amount entered here, whichever is lower.

If a soft problem code is used, the amount of Time and Mileage (Km) revenue on the RA or the amount entered here, whichever is lower.

EXAMPLE: Type 35.00 (RET)

6. VALID ACTIONS

This field refers to which types of actions may be taken when this problem code is used for an Incident Entry. The valid codes are:

1 = No Action other than making a record of the customer complaint/comment.

2 = Rental Revenue adjustment (adjust the RA with a Customer Service Adjustment)

Service Adjustment amounts cannot be greater than the Time and Mileage charges on the RA. For inclusive rates, the maximum is the Time and Mileage after the inclusives are deducted from the rate.

3 = Print Customer Satisfaction Certificate

This is a coupon which offers the customer a discount of a future rental. Certificate amounts cannot be greater than the value of the "GVT" record "CERTMAX" (if it is set up) or the maximum amount entered in the Problem Code record, whichever is less.

4 = Print Upgrade Certificate

This is a coupon which offers the customer a free upgrade on a future rental.

5 = Minimum Age Override

Overrides the minimum age requirement from the Vehicle Class Code record and can be used only when Incident Entry is accessed from the RA Open screen on a rental based on a reservation. The reservation must either have been received from the national res center via a Reservation Interface or the reservation modification date must be earlier than the current date. (The minimum age requirement from the Edit Location record cannot be bypassed by this type of incident entry.) This type of incident entry is temporarily stored in a working storage file until such time as the contract is saved with F1.

6 = Renegotiate the RA total

This action can only be used on a closed RA.

7 = Used in Adjustment Mode only

Requires that the Option Code referenced in the Problem Code record be set up as non-taxable. Therefore, using this code causes the adjustment to be deducted after tax is calculated. Same maximum limits as Action 2 apply.

8 = Used in Adjustment Mode only

Requires that the Option Code referenced in the Problem Code record be set up as taxable .Therefore, using this code causes the adjustment to be deducted before tax is calculated.Same maximum limits as Action 2 apply.

9 = Concession Adjustment

There are no restrictions on a concession adjustments regarding the charges on the RA. In fact, the amount of the concession adjustment can be greater than the total charges on the RA thus making the rental car operation owe money to the renter for the incident's inconvenience. (Example: Customer missed their flight due to a vehicle breakdown.)

A special option code must be set up for concession adjustments (Option Type must be "J"), and this problem code must refer to that Option Code in field 7 below.

The Concession Adjustment can be before tax or after tax, depending on how it is defined in the Percent Matrix record.

NOTE: Concession adjustments are governed by the settings in the employee's User Access File (Max CSADJ Amount or Max Discount Amount). Therefore, an employee without restrictions may need to do this type of entry.

H = Hour adjustment

Requires that the Option Code referenced in the Problem Code record be a Time charge.

EXAMPLE: Type 1234 (RET)

The entry above means that any of the actions are valid with this Problem Code.

EXAMPLE: Type 124 (RET)

The entry above means that a Customer Satisfaction Certificate cannot be issued when using this Problem Code.

Y = yes, mark this problem code as restricted.

N = No, this problem codes is not restricted and can be used by any user.