Car Owner Documentation

Manage customer interactions

Customer requests to extend rent time, report an accident/incident

How to approve or reject an extension request

If your customer requests more time with the vehicle, you’ll be asked to approve or reject the extension. Keep in mind:

• You have a limited response window to make a decision — 12 hours is the current standard, though this can be configured.
• If you reject the request, or don’t respond in time, the extension is rejected, and the customer’s original return date stays unchanged.
• If the extension involves the shop as payer, that payer decision happens before it reaches you for approval.

What happens if an accident/incident is reported

If your customer reports an accident or another incident during their rental, you’ll be notified right away along with RNTLS Administration. What happens to the rental and to your vehicle from there depends on the type of incident, the vehicle’s condition, and what your customer chooses to do next.

Accidents vs. custom incidents

Your customer can report two different kinds of issues:

• Accident — The customer is asked whether anyone was injured and whether the vehicle is drivable, with emergency/RAP call options surfaced as needed. They submit at least one live photo or video plus their location as evidence.
• Custom incident — Covers mechanical failure or flat tire each handled through its own reporting path.

If the vehicle is drivable

Your customer has three options: Continue Rental, Request Replacement, or Return Vehicle.

• Continue Rental — The rental stays active and keeps running as normal. This doesn’t remove the customer’s ability to request an Early Return later if they choose to.
• Request Replacement — The incident is submitted, you and RNTLS are notified, and the customer follows a return cycle for this vehicle while awaiting a new one for the remaining period.
• Return Vehicle — The customer completes the standard return process. Since the rental ends early, billing is recalculated for the days actually used, and any eligible unused rent/RAP is refunded or credited.

If the vehicle is not drivable

Your customer can only Request Replacement or Return Vehicle — the vehicle is no longer usable as an active drive. RNTLS Administration then creates a replacement rental for the remaining period using a different eligible vehicle, and your original vehicle awaits maintenance handling.

What happens to your vehicle

If the rental closes as accident-related — whether through Return Vehicle, a non-drivable path, or an accident-related early return — your vehicle is moved to an Under Maintenance state. It won’t be available for new bookings until it goes through the defined process to become eligible again, so you’ll want to get it repaired and cleared before relisting it.

What happens with the security hold and payout

This is the part that matters most for your revenue:

• The customer’s security hold is not released automatically after an accident-related closure — it stays pending.
• Only an authorized RNTLS Administrator can review the evidence and determine Customer Fault or Not Customer Fault (or approve/reject compensation for issues like cleaning, fuel, or mechanical problems).
• Your hold, refund, and payout outcomes are only settled once that fault/compensation decision is recorded — you’ll see the update reflected in the rental’s activity and financial history once it’s made.
• Your payout for the rental is recalculated based on the actual eligible days consumed, plus any approved extension days.

If an extension was involved

An accident takes priority over a pending extension — if one is awaiting approval when the accident is reported, it’s automatically rejected and no extension payment is captured. If the accident happens after an extension was already approved and underway, the accident is treated as part of that extended rental period, and refunds/hold treatment follow the same accident rules.

Throughout this process, all the evidence, decisions, and status changes stay linked to the original rental, so you can always trace exactly what happened and why from the rental’s details.

Manage Replacement request

If a customer’s rental moves into a replacement path (for example, after a non-drivable accident), RNTLS creates the replacement for the remaining rental period using a different eligible vehicle. A few things to know as the original Car Owner:

• The replacement is created and managed by RNTLS Administration, using the original customer and rental details.
• The replacement record stays linked back to your original rental and incident, so you can always trace what happened from either side.
• The customer follows the normal confirmation process again for the new vehicle before that replacement rental begins.

You can find replacement details connected to your rental from that rental’s activity and incident history.