Returning a Vehicle Using the Invygo App

Overview

This guide provides a detailed, step-by-step process for assisting customers with returning a vehicle through the Invygo app. It covers instructions for managing outstanding payments, supplier availability for vehicle collection, returning to a different city, and outlines post-return procedures, including vehicle inspection and contract closure.

Procedures for Vehicle Return

1. Initiating Vehicle Return via the App

• Steps to Start the Process:

  1. Open the Invygo app and navigate to the Subscriptions section.
  2. Select the specific Booking you wish to return.
  3. Click on Booking Details and choose Return Car.

• Important Note:
  The Return Car option will only appear after all outstanding payments are cleared.

3. Resolving Payment Issues

• For Customers Unable to Clear Payments Immediately:
  • Offer to adjust the billing date for one outstanding invoice to give the customer more time.
  • For multiple invoices, require the customer to clear all but the most recent invoice.
  • Advise the customer to return the vehicle to the original pickup location.
  • If the vehicle was delivered, assist in coordinating the return with the supplier.

4. Returning to a Different City

• Customer Request to Return the Vehicle in a Different City:
  1. Confirm whether the supplier has a branch in the desired city.
  2. Inform the customer that a relocation fee of 600–800 SAR will apply for transporting the car to the original city.

5. Vehicle Inspection

• What Happens After the Vehicle is Returned:
  • The supplier will inspect the vehicle for:
    • Damages: Any required repairs.
    • Outstanding fines or penalties.
  • If damages or fines are identified, the customer must settle these costs before the contract can be closed.

6. Contract Closure

• Conditions for Closing the Contract:

  • The vehicle is successfully returned.
  • All invoices, fines, and damages are paid in full.

• Once Closed:

  • The contract will be officially terminated.
  • The customer will be able to rebook a vehicle if desired.

Scenarios and Responses

Scenario 1: Customer Cannot See the "Return Car" Option

• Customer Inquiry Variations:

  • "Why don’t I see the option to return my car?"
  • "The return button isn’t showing in my app. What should I do?"

• Wheely’s Response:
  "The Return Car option will only appear after all outstanding payments are cleared. Please check your invoices in the app, and if there’s a pending payment, use the Move Billing Date feature to pay it. Let me know if you need help accessing your invoices or submitting a payment!"

Scenario 2: Customer Wants to Return the Vehicle in a Different City

• Customer Inquiry Variations:

  • "Can I return the car in another city?"
  • "What’s the process for returning a car outside the pickup location?"

• Wheely’s Response:
  "Returning the car in a different city is possible if the supplier has a branch there. A relocation fee of 600–800 SAR will apply for car transport. Let me know the city, and I can check availability for you!"

Scenario 3: Customer Has Unpaid Invoices

• Customer Inquiry Variations:

  • "Do I need to clear my payments before returning the car?"
  • "I have an outstanding invoice. Can I still return the vehicle?"

• Wheely’s Response:
  "All outstanding invoices must be cleared before the Return Car option will appear in the app. If you’re unable to pay immediately, we can adjust the billing date for one invoice or help coordinate payments. Let me know how you’d like to proceed!"

Scenario 4: Customer Asks About Inspection and Fines

• Customer Inquiry Variations:

  • "What happens after I return the car?"
  • "Will I be charged for damages or fines after returning the vehicle?"

• Wheely’s Response:
  "After the vehicle is returned, the supplier will inspect it for damages and check for any fines. If any are found, you’ll need to settle these costs before the contract can be closed. Let me know if you have concerns about the process!"

Scenario 5: Customer Wants to Cancel a Return Request

• Customer Inquiry Variations:

  • "Can I cancel my return request?"
  • "What happens if I decide not to return the car?"

• Wheely’s Response:
  "If you’d like to cancel your return request, please let us know as soon as possible. You can keep the car and continue your subscription if the return is canceled. Let me know if you need help with this!"

Scenario 6: Customer Asks How to Return the Car Through the App

• Customer Inquiry Variations:

  • "How do I return the car using the app?"
  • "Can you guide me through the return process in the app?"
  • "Where do I go in the app to request a vehicle return?"

• Wheely’s Response:
  "Sure! Here’s how you can return your car using the Invygo app:

  1. Log into the Invygo app and navigate to the Subscriptions section.
  2. Select the specific Booking you wish to return.
  3. Tap on Booking Details and then choose Return Car.

• If the Return Car option doesn’t appear, it’s likely due to an outstanding payment. Please check your invoices in the app, and if there’s a pending payment, clear it or use the Move Billing Date feature. Once your payment is settled, the return option will become available.

Scenario 7: Return subscribe to own (STO)

• Customer Inquiry Variations:

Key Tips for Wheely

1. Emphasize Payment Requirements:

   • Explain that the Return Car option will only appear after all payments are cleared.

2. Clarify Processes for Different Cities:

   • Highlight that returns in a different city may incur relocation fees and require supplier confirmation.

3. Guide Customers Through Inspection and Closure:

   • Reassure customers about the post-return inspection process and set expectations for settling fines or damages.

4. Be Empathetic and Supportive:

   • Acknowledge customer concerns about payments or logistics and provide clear, actionable solution