I. INTRODUCTION
The Incident Entry logic is an optional CARS+ feature designed to document customer service issues and changes to rental agreement charges by recording entries in a pop-up window specifically designed for this purpose.
When Incident Entry is not in effect, users can enter Customer Service Adjustments in the "CS Adj" field from the RA Open or RA Close programs without restriction. In order to gain more control over the adjustment process, Incident Entry logic blocks access to the CS Adj field. Instead, entries are made in the Incident Entry window.
The Incident Entry program is used to:
TWO MODES: Incident Entry can be run in two modes:
ORIGINAL MODE
In original mode, the Incident Entry window is used to decrease the rental agreement charges by entering a customer service adjustment or printing a discount or upgrade certificate. (The Incident Entry window is accessed from the RA Open and Close programs (on-line, batch, and edit modes) by pressing Shift/F9 from the main "OPTION" field.)
For those employees with settings in their User Access File record that deny them the ability to edit the rental rate at Close, Incident Entry provides a way to reduce the time and mileage/km charges.
However, it should be noted that employees who are allowed to edit rates at Close can do so without using Incident Entry (as long as the rate is editable). Additionally, they can delete optional charges or edit their rates without making an Incident Entry.
ADJUSTMENT MODE
In adjustment mode, ANY edit to the charges on the contract causes the Incident Entry window to be called automatically so that the user can document the change that is being made.
The Incident Entry screen is called automatically in the following situations:
- Rates are reduced or charges are removed on Open RAs, or while closing RAs, or when editing closed RAs.
- Chargeable days are reduced while closing RAs or when editing closed RAs.
- RAs are closed earlier than their original return date.
Additionally, adjustments for customer service problems can be made by manually accessing the Incident Entry window.
The set up and use of these two modes is addressed in this chapter.
II. DEFINITIONS
An Incident = a complaint or problem that the renter experiences. An incident can be recorded without offering any compensation to the renter or a compensation of some type can be offered on either the current transaction or a future rental. The following general rules apply to incidents:
- As a general rule, to register a complaint about a rental charge, that charge must be on the rental agreement. For example, an incident involving LDW cannot be recorded against a rental agreement that does not have an out-of-voucher LDW charge.
- An incident Entry adjustment cannot be greater than the charge it is adjusting. For example, a $100.00 LDW adjustment cannot be made on a rental with only a $50.00 out-of-voucher LDW charge.
- As a general rule, Incident Entry cannot be used to adjust charges that are part of a pre-paid voucher. The one exception to this general rule is when the system is running in RV mode. When in RV mode, Incident Entry can be used to adjust both voucher inclusive charges and out-of-voucher charges.
- An incident adjustment that is not tied to a specific charge cannot be greater than the total Time charge.
A Concession = an incident adjustment that is not governed by the general rules outlined above. A concession adjustment can be greater than the total charges on the rental agreement and thus cause the RA to close with a negative balance due (the renter is owed money). An example of a concession is when a client misses their flight home due to a vehicle malfunction and the car rental company agrees to pay for a hotel room and additional travel costs. Special set up steps are required for concession adjustments. Be sure to review all of the set up steps in Edit Problem Codes. 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.
III. SET UP
The following data must be set up in CARS+ in order to use the Incident Entry feature.
A. EDIT OPTIONAL ITEMS (Rate Control Files Menu) Shortcut: EDTOPTCD
Original Mode: The basic Option Item "CSADJ" (Customer Service Adjustment) must be set up in the Edit Optional Items File. Option type is "A".
Adjustment Mode: Instead of setting up "CSADJ", set up SVADJ (Service Adjustment) in the Edit Optional Items File. Option type is "A".
In either mode, if concession adjustments are to be done (Action code 9, in field 6 below), set up an Option with Option type "J". This option must be marked as non-taxable in the Percent Matrix.
B. EDIT OPTION RATES (Rate Control Files Menu) Shortcut: EDTOPTRTSet up either "CSADJ" or "SVADJ" in the Optional Rates file, depending on the desired mode of operation.
If concession adjustments are to be done, an option rate record will need to be set up using the option code created in Edit Optional Items.
For all option rate records set up for incident entry:
- Leave the "Primary Rate" field blank. Each incident will have its own amount.
- Set "Auto Apply" to "D".
- Set "Edit Flag" to "N".
C. EDIT PROBLEM CODES (Daily Procedures Menu/ Incident Entry Sub-Menu) Shortcut: EDITPROB(Also referred to as "soft" codes.)
In order to enter an "Incident", a problem code describing the reason for the customer's complaint or RA adjustment must be selected. There are two types of Problem Codes generally referred to as "soft codes"and "hard codes". Soft codes must be set up whether using the Original or the Adjustment mode. Hard codes are used ONLY in the Original mode.
The Edit Problem Codes program allows the user to define codes for all types of customer service problems and rental agreement adjustments that can be resolved through the use of the Incident Entry window. A monetary limit can be defined.
Examples of these codes are:
Original Mode: (CSADJ) Adjustments to airport fees, underage driver, taxi cab allowance, or allowance for a dirty vehicle or mechanical problem.
Adjustment Mode: (SVADJ) In addition to the ones above, adjustments to time and mileage charges, LDW and other coverages, taxes, fuel, and any other charge on the RA.
Some examples of problem code records are shown below:
OPTION: __ EDIT PROBLEM CODES
1 Problem Code DRT
2 Description DIRTY VEHICLE
3 G/L Acct
4 Max Type
5 Max Amount 35.00
6 Valid Actions 123 (123456789)
7 Option Code CSADJ
8 Restrict
1SAVE 2NEXT 3ERASE 4DELETE 5BACKUP 6 7HELP 8
Note: In the above code, "CSADJ" is used for Original mode; SVADJ is used for Adjustment mode.
OPTION: __ EDIT PROBLEM CODES
1 Problem Code DRV
2 Description ADDITIONAL DRIVER
3 G/L Acct
4 Max Type A
5 Max Amount 999
6 Valid Actions 12 (123456789)
7 Option Code DRIVR
8 Restrict
1SAVE 2NEXT 3ERASE 4DELETE 5BACKUP 6 7HELP 8In Field 7, enter the Option Code that should be used when the problem code is selected in the Incident Entry window. If the code will be used to adjust a specific charge such as additional driver, tax, LDW, fuel, etc., entering the corresponding Option Code will limit the amount of the refund to the amount that was charged on the RA. If, on the other hand, the code is one for a general customer service issue (such as a dirty vehicle, or mechanical breakdown, etc.), use the Option Code "CSADJ" or "SVADJ" respectively for Original and Adjustment modes.
If concession adjustments are to be done, enter the option code set up for this purpose.
Restricted Codes – the “Restrict” field accepts a “Y” or “N”. If restricted is set to "Y", only those users whose User Access File record indicates they are allowed to use restricted codes are able to use the problem code.
Refer to the Edit Problem Codes chapter of the manual for further details.
D. EDIT HARD PROBLEM CODES (Daily Procedures Menu/ Incident Entry Sub-Menu) Shortcut: EDITHARDUSED IN ORIGINAL MODE ONLY
In addition to soft codes, Original mode may also use "hard codes". "Hard" codes are Incident Entry codes that are pre-programmed and require that a logic check be met. There are 21 of these logic tests that are written ("hard coded") into the software. The entry screen is illustrated below.
OPTION: __ EDIT HARD PROBLEM CODES
1 Extra Hour: check for hour charge
2 Extra Day: check for extra day charge
3 Weekend Rate: check for Wknd charge
4 Weekly Rate: check for Weekly charge
5 Monthly Rate: check for Monthly charge
6 Intercity/Drop Chg: check for Drop chg
7 LDW: check for ldw charges
8 PAI: check for PAI charges
9 Coverage 3: check for Coverage 3 charge
10 Coverage 4: check for Coverage 4 charge
11 Refueling: check for Fuel charge
12 FPO: check for FPO selections
13 Upsell: check for Upsell charges
14 Tax (PST & GST)
15 Opt Charges: check for Non-Gst options
16 KM/Mileage: check for Time charges
17 Res Rt vs RA Rt: check for res & conf number
18 Local Quote vs RA Rt: check for res num only
19 High Mileage: check for odom > 30,000
20 Incorrect Voucher: check for voucher
21 Failure to provide Guaranteed Reservation
1SAVE 2 3 4 5BACKUP 6 7HELP 8NXT PAGE
Examples:
1. Extra hour - can be used only when a charge for extra hours is on the RA.
4. Weekly rate - can be used only when a weekly rate was charged on the RA.
7. LDW - can be used only when LDW is being charged on the RA.
17. Res Rt vs RA Rt - When adjusting for differences between the reserved rate and the rate on the RA, a logic check is performed to verify that a reservation is attached to the RA.
Codes that have already been created in Edit Problem Codes program are entered in the right hand column (which is blank in the illustration above.)
Refer to the Edit Hard Codes chapter of the manual for further details on setting up hard codes.
E. CERTIFICATE PRINT PROGRAMOne of the features of Incident Entry is that designated employees may be allowed to print a Customer Satisfaction Certificate which grants the customer a discount or upgrade on a subsequent rental.
Contact Thermeon's Customer Support Dept. to discuss the format for the certificate print program.
Several fields in the User Access File affect how incident entry may be used by a particular employee.
Page 1, Field 14: Close Rate Edit
This field controls the user's ability to edit the rental rate on the RA Close screen. If the rental rate needs to be adjusted and edits are not allowed, an adjustment can be made using Incident Entry.
Page 2, Field 26: Issue Certificate
This field controls the user's ability to issue discount and upgrade certificates through the Incident Entry Subwindow or through the Batch Incident Entry program.
Page 2, Field 13: Maximum Discount
This field is used to impose a limit on the amount of a customer adjustments that the user can create on a single RA.
Exception: For operations in Brazil entering an amount in this field limits the total adjustment on the RA. That is, previous incident entries are taken into account. For example, if the user has a limit of $50 and there is already an adjustment of $30 on the RA, the user is not allowed to give more than a $20 adjustment.
Page 2, Field 39: Restrict Problems
This field is used to specify whether or not the user is allowed to use the Problem Codes that are defined as “Restricted”.
Refer to the Edit User Access File chapter of the manual for further information.
USED IN ORIGINAL MODE ONLY
This program is used to refine the authority granted to users of the Incident Entry logic.
While the fields in the User Access File can be used to define whether or not a user can issue certificates, the Edit Employee Empower program is designed to provide detailed limits for certificate issuance as well a limit on Customer Service Adjustments.
H. EDIT MISCELLANEOUS CONTROL FIELDSPage 1, Field 11: Incident Entry Flag
For CARS+ users other than Hertz locations, this field turns on or off the Incident Entry logic. (Hertz users should refer to the "Use Incident Module" field of the Hertz Control Record File.)
If the feature is NOT turned on, adjustments can be made using the Customer Service Adjustment field (shown as "CS Adj" in the E Subwindow of RA Close) as well as by directly editing the rental rates and charges of coverages and optional items. Enter:
Y = Original mode. Customer service adjustments must be logged through the Incident Entry screen (assuming the user cannot edit rates on Close). Access to the CS Adj field is blocked.
A = Adjustment mode. Service adjustments must be logged through the Incident Entry screen. Additionally, edits to any of the charges on the RA will cause the Incident Entry screen to be called automatically to document the change.
N (or blank) = Do not use the Incident Entry module.
User tip for Hertz users: There is a separate incident flag in the Hertz Control record so that incident entry can be turned on or off by area number. That field overrides the field in Edit Miscellaneous.
Page 5, Field 20 and 21: Override max disc Amt or PCT
This field can be used to override a user's Maximum Discount Amount that can be set in the Edit User Access File. When this field is set to "Y = Yes", and the user attempts to enter a discount amount greater than what they are allowed to offer, a prompt will display so that a manager can enter their user code and password to allow the override.
Page 6, Field 29: Override max. CSADJ
This field can be used to give Batch Incident Entry two extra features. If set to "Y", Batch Incident Entry can be used to:
EXAMPLE: If the problem code limit is set at $50.00, the user code's limit is $30.00 and the incident entry is for $40.00 a manager prompt will appear requiring the user's code and password.
- enter an incident on a RA
- enter an incident where the amount is greater than the maximum amount set on the Problem Code, a prompt will display so that a manager can enter their user code and password to allow the override.
Note: The Manager Override Report can be used to view any Manager Overrides that may have occurred using the Incident Entry feature.
I. CERTIFICATE MAXIMUM GVT RECORD
To impose a limit that is allowed for a rental certificate, ask Thermeon's Customer Support Dept. to set up GVT record "CERTMAX" where the maximum amount is entered in the decimal value field.
IV. ENTERING AN INCIDENT ENTRY - ORIGINAL MODE
The Incident Entry pop-up window can be accessed from all of the RA Open and Close programs (on-line, batch, and edit modes) by pressing "Shift F9" when the cursor is at the "OPTION:" field of the Main window.
Accessing the Incident Entry pop-up window from RA Open or RA Close when a previously saved RA is displayed on the screen will link that incident report to that RA.
Accessing the Incident Entry pop-up window from within RA Open while creating a new RA will link that incident report to the new RA once it is saved.
Incident Entry can also be accessed in batch mode using the Batch Incident Entry program. (More on this later.)
The
screen will appear similar to the following:
| OPTION: __________ INCIDENT ENTRY 1 RA No. 5 Reason 10 Loc 2 Res No. 6 Action Veh 3 Last Name 7 Satisf Cert# 4 First Name 8 Amount CDPID 11 Comments 9 Total Empl 1SAVE 2SELECT 3ERASE 4 5 6SEARCH 7 8MORE |
Enter data as follows:
|
1. RA No. |
With an RA already displayed, this field is inaccessible. It will display the RA number. With no RA displayed, this field is accessible. To log an incident where no RA was involved, enter "99999999" into this field. This will allow the cursor to move to field 2. EXAMPLE: Press (RET) |
|
2. Res No |
To log an incident against a reservation, enter the CARS+ reservation number into this field. To log an incident where no reservation (and no RA) was involved, leave this field blank. EXAMPLE: Press (RET) |
|
3. Last Name 4. First Name |
With an RA already displayed or when logging an incident against a reservation, these fields are inaccessible. They will display the last and first names from the RA or reservation. When logging an incident where no RA or reservation was involved, enter the person's last and first names into these fields. EXAMPLE: |
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5. REASON |
Enter up to 3 characters to indicate the Problem Code that best describes the correction or customer's complaint. The Problem Code must already exist in the Problem Code File. To display a list of the problem codes, press Shift/F7 when the cursor is in this field. In Original mode "hard codes" have logic associated with them that must be validated in order to use them. As discussed earlier in an example, a hard code to adjust the charge for an extra hour validates that there was a charge for extra hours on the RA. If the validation logic is not met, a warning message will display on the screen and the Incident Entry transaction cannot be saved. Hard codes will display in the pop-up window followed by an asterisk. When a soft code references a specific Option Code such as "FUEL", or "LDW" (rather than "CSADJ"), that charge must be on the RA. If it is not, a warning message will display and entry will be erased from this field. If a restricted code is selected and the user is not allowed to use restricted codes, the following message will display:
EXAMPLE: Type GAS (RET) |
|
6. ACTION |
Enter one of the following codes:
To display a list of the codes, press Shift/F7 with the cursor is in this field. Note: Only those actions allowed by the Reason Code selected in field 5 will display. If an Action Code is entered in this field which is not allowed by the Reason Code, the following message will display:
EXAMPLE: Type 2 (RET) User tips: Action 2: The amount of this type of adjustment is limited. See the discussion of the restrictions in Field 8 below. Action 3: 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, or the amount in the Cert. Max field in the user’s Employee Empowerment record, whichever is less. Action 5: 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 a national res center via 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 until the contract is saved with F1. Action 6: This action is used to renegotiate the total RA amount on a closed RA. This allows the user to negotiate a total amount the customer is to pay for the entire rental. Example: User agrees to charge the customer $100.00 for a $250.00 rental. To accomplish this the user will ignore field 8 and enter "100.00" in field 9. Cars+ will calculate the taxes and fees to the new negotiated total and enter this discounted amount in field 8. Action 9:There are no restrictions on a concession adjustments except for the maximum limit from the user's User Access File
record. 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. Will be before tax or after tax, depending on how the Option is defined in the Percent Matrix record. User tip: This action must be used with an Edit Optional Item previously created and listed as Option type "J". See above explanation in section III. Action H: This action in effect increases the Grace minutes on a rental agreement. If a renter is late in returning the vehicle so that chargeable hours of Time is calculated and an addition day is charged on all options, this action allows the user to "forgive" those additional hours and all charges are adjusted accordingly. Note: This "H" setting changes the Max Value field from a monetary amount to hours. |
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7. SATISF |
This field is used to record the rental agent's impression of how satisfied the customer was with the solution given to resolve the problem. Enter:
Example: Type 1 (RET) |
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8. AMOUNT |
If a correction is being made or an adjustment is being done (Action Code 2 or 9), or a certificate is being issued (Action Code 3), enter an amount. On Action Code 2: When the problem code used in Field 1 is linked to CS AdJ, the amount entered in Field 8 cannot exceed any of the following:
Note: Reducing the charges on an RA via a Customer Service Adjustment may reduce the total of the RA by more than the adjustment amount entered here. This is because CS Adj is treated as a before tax discount to TIME, so any reduction in TIME will also reduce all percentage based charges (such as taxes) that are calculated on TIME. For inclusive rates, the maximum Time and Mileage is determined after the inclusives are deducted from the rate.
On Action Code 3: If a certificate is being given (Action Code 3), the amount cannot be more than the value of the "GVT" record "CERTMAX"(if it is set up) or the maximum amount entered in the Problem Code record, or the maximum in the Edit Employee Empowerment record, whichever is less. On Action Code 9: The only restriction to the amount entered on a Concession is the maximum limit from the user's User Access File record. On Action Code H: Enter in this field the number of hours that are to be "forgiven". Note: this changes the amount from a monetary amount to hours. EXAMPLE: Type 10 (RET) User tip: On occasion an adjustment must be greater than the maximum allowed on the problem code. Refer to the Batch Incident Entry chapter for details on how to do this. |
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9. TOTAL |
This field is accessible only when Action Code 6 is used. Instead of reducing the time and mileage charges by a stated amount (by entering the amount in the field above), this field allows the contract to be adjusted down to a mutually agreed on total by entering the total RA charges in this field (this is often referred to as a "barter" adjustment). For example, suppose that the total of a contract comes to $225.37, but due to some problem you agree to reduce the contract total to $200.00 even. Entering 25.37 in Field 8 above, will reduce the TIME charge by that amount which in return will reduce all percentage based charges, the result would be that the total RA will be reduced to an amount less than the desired $200.00. On the other hand, entering $200.00 in this field will cause the system to mathematically calculate the amount that TIME needs to be reduced so that the net reduction to both TIME and all percentage based charges will result in a total reduction of $25.37. The end result is that a CS Adj will be added against TIME for the amount of reduction required. EXAMPLE: Type 200 (RET) |
| 10. LOCATION |
The program used to call (access) Incident Entry determines the default location for this field.
EXAMPLE: Press (RET) |
| 11. COMMENTS |
Enter up to 3 lines of 77 characters each as comments concerning the incident. This is a required field and an Incident Entry cannot be saved without a comment. (Comments can print on the Customer Satisfaction Report.) EXAMPLE: CUST OVERCHARGED FOR FUEL. GAS GAUGE BROKEN. GAVE $10 CREDIT. (RET) |
The window will then display:
| OPTION: __________ INCIDENT ENTRY 1 RA No. C12345678 5 Reason GAS 10 Loc TUS 2 Res No. 888777 6 Action 2 Veh 605444 3 Last Name MANNING 7 Satisf 1 Cert # 4 First Name HELEN 8 Amount 10.00 CDPID 11 Comments 9 Total Empl CUST OVERCHARGED FOR FUEL. GAS GAUGE BROKEN. GAVE $10 CREDIT. |
Press F1 at the Subwindow OPTION to
save the Incident Entry. This
places the entry in a "pending" status. It will not be truly saved until the RA is saved. If the user exits the screen without saving the RA, the incident entry record will be lost.
If you have entered data and do not wish to save it, press F3 at the Subwindow "OPTION:" to erase it before saving the RA.
If you have accessed the Incident Entry Subwindow and want to exit before entering any data, simply press ESC.
Entering more than one Incident on a
RA: Up to 10 incidents can be recorded on a single transaction before storing the transaction itself. If more incidents are required, enter the first ten, save the transaction and then pull it back up on the screen to enter additional incident records.
Though not listed at the bottom of the screen, the following
functions keys are active when the cursor is in the "OPTION:" field of
the Incident Entry Subwindow:
F1 = Save
F2 = Enter Line No -- See Section V below, "Recalling previously saved Incident Entries to the screen".
F3 = Erase
F5 = Backup
F6 = Search -- The Reservation and Form Number files may be searched.
F7 = Help
F8 = More -- Display next five Incident records.
Note: Access to the Cust. Service Adjustment Field in Subwindow E is blocked on the RA Close screen when the Incident Entry logic is in effect.
REVERSING OUT A CS ADJUSTMENT RECORD
For instructions on how to reverse out a CS Adj record that was added to a transaction in error, see the chapter on Batch Incident Entry.
V. ENTERING AN INCIDENT ENTRY - ADJUSTMENT MODE
AUTOMATIC ENTRY: In Adjustment mode whenever a RA is edited, the Incident Entry window is automatically called to the screen during the process of saving the RA so that the reason for the edit can be recorded.
MANUAL ENTRY: To manually access the Incident Entry window from all of the RA Open and Close programs (on-line, batch, and edit modes), press "Shift F9" when the cursor is the "OPTION:" field of the Main window.
A. AUTOMATIC
ENTRY
The
screen appears as follows:
| OPTION: __________ INCIDENT ENTRY 1 RA No S371006 5 Reason 10 Loc STL 2 Res No 136206 6 Action 2 Veh 001888 3 Last Name LAMPERT 7 Satisf Cert# 4 First Nam LESLEY 8 Amount CDPID 11 Comments: 9 Total Empl MMG |
Enter data as follows:
The first four fields display information
from the RA and are not accessible.
|
5. REASON |
Enter up to 3 characters to indicate the Problem Code that best describes the correction or edit to the RA. The Problem Code must already exist in the Problem Code File. To display a list of the problem codes, press Shift/F7 when the cursor is in this field. When a Reason Code references a specific Option Code such as "FUEL", or "LDW" (rather than "SVADJ"), that charge must be on the RA. If it is not, a warning message will display and entry will be erased from this field. EXAMPLE: Type GAS (RET) |
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6. ACTION |
Because the contract has been edited, Action Code "2" is automatically entered in this field and cannot be changed. |
|
7. SATISF |
This field is not used |
|
8. AMOUNT |
This field is not used. |
|
9. TOTAL |
This field is not used. |
| 10. LOC |
The default location for this field.
|
|
11. COMMENTS |
Enter up to 3 lines of 77 characters each as comments concerning the edit to the RA. This is a required field and an Incident Entry cannot be saved without a comment. (Comments can print on the Customer Satisfaction Report.) |
|
Press F1 at the Subwindow OPTION to
save the Incident Entry. This
places the entry in a "pending" status. It will not be truly saved
until the RA is saved. If the user exits the screen without saving the
RA, the incident entry record will be lost. B.MANUAL ENTRY Manual entry can be used to enter an service adjustment unrelated to a charge on the RA, print a discount certificate or upgrade coupon. Accessing the Incident Entry pop-up window from one of the RA Open
programs can be done either with an RA already displayed or from a
"blank" (no RA displayed) screen. With an RA displayed, the incident is automatically linked to that RA. With no RA displayed, an incident can be logged either against a reservation or where there was no
reservation nor rental agreement. |
|
|
1. RA No. |
With an RA already displayed, this field is inaccessible. It will display the RA number. With no RA displayed, this field is accessible. To log an incident where no RA was involved, enter "99999999" into this field. This will allow the cursor to move to field 2. EXAMPLE: Press (RET) |
|
2. Res No |
To log an incident against a reservation, enter the CARS+ reservation number into this field. To log an incident where no reservation (and no RA) was involved, leave this field blank. EXAMPLE: Press (RET) |
|
3. Last Name 4. First Name |
With an RA already displayed or when logging an incident against a reservation, these fields are inaccessible. They will display the last and first names from the RA or reservation. When logging an incident where no RA or reservation was involved, enter the person's last and first names into these fields. EXAMPLE: |
|
5. REASON |
Enter up to 3 characters to indicate the Problem Code that best describes the service adjustment. The Problem Code must already exist in the Problem Code File. To display a list of the problem codes, press Shift/F7 when your cursor is in this field. EXAMPLE: Type SVADJ (RET) |
|
6. ACTION |
Enter one of the following codes:
To display a list of the codes, press Shift/F7 when your cursor is in this field. Note: Not all codes listed above may display on your system. EXAMPLE: Type 2 (RET) User tips: Action 2: 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. Action 3: Certificate amounts cannot be greater than: 1) the value of the "GVT" record "CERTMAX" (if it is set up) and 2) the maximum amount entered in the Problem Code record. Action 5: 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 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. Action 7: 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. Action 8: 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. |
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7. SATISF |
This field is used to record your impression of how satisfied the customer was with the solution given to resolve the problem. Enter:
Example:Type 1 (RET) |
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8. AMOUNT |
If a correction (Action Code 2) or discount certificate (Action Code 3) is being made, enter an amount. When the problem code used in Field 1 is linked to Option Code "SVADJ", the amount entered in Field 8 cannot exceed any of the following:
When the code used in Field 1 is linked to a particular Option (such as LDW, FUEL, or APTAX), the amount entered in Field 8 cannot exceed any of the following:
If a certificate is being given (Action Code 3), the amount more 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. If the code is linked to Action Code 7 or 8, the amount may be more than the the time and mileage/km charges or even more than the total charges on the RA. The only restriction to the amount entered on a Concession (Action Code = 9) is the maximum limit from the user's User Access File record. EXAMPLE:Type 10 (RET) |
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9. TOTAL |
This field is accessible only when Action Code 6 is used. Instead of reducing the time and mileage charges by a stated amount (by entering the amount in the field above), this field allows the contract to be adjusted down to a mutually agreed on total by entering the total RA charges in this field. When making an adjustment of a specific amount using field 8, if the option being adjusted is taxable, then the total of the RA will be decreased by more than the amount of the customer service adjustment because the amount of tax will be decreased as well. Using this field is a convenient way to adjust the total amount of the RA by a specific amount without having to account for the change in tax as that will be automatically calculated. |
| 10. LOC |
The program used to call (access) Incident Entry determines the default location for this field.
EXAMPLE: Press (RET) |
|
11. COMMENTS |
Enter up to 3 lines of 77 characters each as comments concerning the incident. This is a required field and an Incident Entry cannot be saved without a comment.(Comments can print on the Customer Satisfaction Report.) EXAMPLE: Type TAXI REFUND (RET) |
The window will then display:
| OPTION: __________ INCIDENT ENTRY 1 RA No. C12345678 5 Reason SVADJ 10 Loc TUS 2 Res No. 888777 6 Action 2 Veh 605444 3 Last Name MANNING 7 Satisf 1 Cert # 4 First Name HELEN 8 Amount 10.00 CDPID 11 Comments 9 Total Empl MMB TAXI REFUND |
Press F1 at the Subwindow OPTION to
save the Incident Entry. This
places the entry in a "pending" status. It will not be truly saved
until the RA is saved. If the user exits the screen without saving the
RA, the incident entry record will be lost.
If you have entered data and do not wish to save it, press F3 at the Subwindow "OPTION:" to erase it before saving the RA.
If you have accessed the Incident Entry Subwindow and want to exit before entering any data, simply press ESC.
Entering more than one Incident on a RA: After the incident entry is saved and the RA is saved, another incident entry can be made by bringing up the RA again. Simply enter another incident, save it, then save the RA.
Attempting to save the RA without having saved or cleared the Incident Entry will result in the following message being displayed:
YOU MUST SAVE INCIDENT RECORD FIRST
Though not listed at the bottom of the screen, the following functions keys are active when the cursor is in the "OPTION:" field of the Incident Entry Subwindow:
F1 = Save
F2 = Enter Line No -- See Section V below, "Recalling previously saved Incident Entries to the screen".
F3 = Erase
F5 = Backup
F6 = Search -- The Reservation and Form Number files may be searched.
F7 = Help
F8 = More -- Display next five Incident records.
Note: Access to the CS Adj Field in Subwindow E is blocked on the RA Close screen when the Incident Entry logic is in effect.
IV. BATCH INCIDENT ENTRY
The Batch Incident Entry program is used to:
When the Incident Entry program is called from RA Open or RA Close, you are not allowed to enter a negative amount to reverse out other entries. However, Batch Incident Entry does allow negative entries and this is how previous entries can be corrected or reversed.
To do an incident entry on a reservation, use the F6 search feature to bring the res. to the screen.
V. Recalling previously saved Incident Entries to the screen
To view previous Incident Entries, follow these steps:
Each incident will have a one-line
display on the bottom part of the screen which looks something like this:
| OPTION: 1_ INCIDENT ENTRY 1 RA No S370775 5 Reason 10 Loc STL 2 Res No 6 Action Veh 001859 3 Last Name GATES 7 Satisf Cert# 4 First Nam JACKIE 8 Amount CDPID 11 Comments: 9 Total Empl AMM Ln RA # Date Time Empl RC AC SL Amt FCN Cert # 1 S370775 05-27-06 1657 AMM GAS 2 1 10.00 2 2 S370775 05-27-06 1702 AMM HR 2 2 16.00 3 1SAVE 2SELECT 3ERASE 4 5BACKUP 6SEARCH 7 8MORE |
Although most fields in the display are easy to interpret, some may need further explanation:
FIELDS
Ln Line
RA# Rental Agreement Number
Date Transaction date
Time Transaction time
Empl Employee who processed the transaction
RC Reason Code (from the Problem Code File)
AC Action Code
SL Satisfaction Level
Amt Amount of the transaction
FCN Function -- The process occurring at the time the Incident was entered:
1 = Incident was added while the RA was open.
2 = Incident was added during a vehicle exchange.
3 = Incident was added during the process of closing the RA.
4 = Incident was added while editing a closed RA.
5 = Incident is unrelated to a RA or Reservation.
Cert If a Certificate was issued, this is the Certificate number
Use the F2 key to select which transaction you wish to view. Upon pressing F2, the following prompt will display at the bottom of the screen:
ENTER LINE NO:
Enter the line number of the incident entry record to be viewed and press (RET). The incident will be recalled to the screen. It can be viewed but not edited from this screen. To correct an incident, you can create another incident record or use the Batch Incident Entry program to do a reversing entry.
VII. CUSTOMER SATISFACTION REPORT
This report lists those RAs on which an incident entry has been recorded. Information listed includes the RA#, date and time of the transaction, Employee issuing the adjustment, reason code and amount of adjustment, and comments entered in reference to the situation.
The
report can be selected by RA#, Date, Location, Employee who made the incident
entry, Reason Code, CDPID, Salesman Code, and/or by Source Code. Selections are also available for how
the data is sorted on the report.