Revv

Late Payment charges scenario, Effective from 1st Feb 

1)    Within 1 to 5 days – 1000/ flat 

2)    6 to 10 days Delay 1500/ flat 

3)    11 to 15 days -2000/

4)    16 to 20 days -2500

5)    21 to 25 days-3000/

6)    26 to 30 days -4000/

 7)   Maximum late fees will be 5000/ applicable 

Booking extension: -

1)    Extension form must be filled while extending any booking

2)    Payment link should be sent only on days extension

3)    Invoice should be resending on monthly extension/No payment link will be sent on monthly extension.

4)    End date should be as per the customer data base.

5)    In closure of partial extension invoice should be resent after generating the closing invoice.

6)    Short-term booking number is 9250035555/ only rental booking no of days.

7)    We are not providing any listing to any customer.

8)    Fulfillment email address is open@revv.co.in/ 8860035555

9)    Pickup must be raised prior 48hours from the subscription end date.

10)    LT booking id must be captured on Fresh desk.

11)    Toll charges and challan should be verified from the Axis bank site or the sheet shared

12)    Damage charges and the toll charges must be informed while closing the booking.

13)    TAT- if minor damage- 15 days, If major-1 month. No waiver or no alternate during this period.

14)This is to apprise you that there is a slight change in the extension process. Going forward, we will start following up with the customer 5 days prior to the due date (instead of 2 days)

15)

Collection Process Flow

Step-1:  4 days prior to due date, make the first call to the customer (e.g. If the due date is on 20th, call on 16th) and provide the complete details (due date, amount due etc) and give the first reminder to make payment.  (If customer is not reachable keep calling on -3, -2 & -1 days too)

Step -2:  On the due date (e.g. 20th) make a payment call and inform everything about the due date, the charges levied and ask the customer to make the payment ASAP

Step -3: On day 1-3, post due date (e.g. 21st-23rd) call everyday + drop payment reminder email on a daily basis (include the late payment charges too, both over the call & email)

Step-4: On day 4, post due date (e.g. 24th) call the customer and inform about the immobilization of the vehicle + drop the immobilization email too to the customer

Step -5: On 5th day, post due date (e.g. 25th) call the customer and inform about the immobilization of the vehicle + drop the immobilization email to the HUB

Step -6: On 6th & 7th day, post due date (e.g. 26th & 27th) call the customer twice a day

Step -7:  On the 8th & 9th day, post due date (e.g. on 28th & 29th) call + send Recovery email to the customer

Step -8: On the 10th day, post due date (e.g. on 30th) call the customer + drop the recovery email to HUB

Note: Whenever customer is NR, please make at least 3 attempts in a day at different time intervals + 1 NR email daily

Beneficial Customer Service Phrases/Statements

APOLOGIZE:

•    I am so sorry to hear that

•    I apologize for the issues you have been facing

•    I am deeply sorry that this happened to you

•    I am sorry that you had to call in today for this issue

•    I am sorry that you had to deal with this

•    I apologize for this failure at our end

  EMPATHIZE:  

•    I understand, that must be frustrating for you

•    It sounds like this has been really difficult for you

•    That seems like a challenging situation

•    I completely understand how you must be feeling 

•    If i were in your position, I would have felt the same

TAKING OWNERSHIP/ASSURANCE:

•    I am here to help you

•    I"ll do my best to help you with this

•    I would be happy to look into this for you

•    Let's get this taken care of for you

•    Please be rest assured that I will find a solution for this

•    I"ll certainly do my best to resolve this for you

•    I"ll definitely help you with this

•    It would be my pleasure to assist you with this today

ACKNOWLEDGEMENT:

•    Absolutely!

•    Sure thing!

•    That's great!

•    I understand!

•    My pleasure!

•    Yes of course!

•    Certainly!

•    No doubt!

HOW TO SAY NO:

•    I would love to help you, however.....

•     I definitely understand your concern but unfortunately...

•    As per the company's protocol, this is the best that I could do for you...

•    I am afraid, this is the best that I can do as per company's policies

•    I understand where you are coming from however this is the best possible solution for now

•    I would really like to do this for you but I am sorry my hands are tied

Going forward whenever you call a customer for extension but the customer is:

Not reachable/not answering

Says that he needs to think about it ("may be" situation)

In such cases, please ensure to send them an email too (for extension) after every call.

Below is the template for the same:

Subject- (Request for Extension)  Not Responsive

Dear XYZ,

Thank you for being a valuable customer with Revv.

We tried calling you but couldn't reach you. This is to inform you that your tenure with Revv is getting over on DD-MM-YY. 

Hope you had a wonderful experience using our vehicle.

In case you are interested in extending the tenure with us kindly let us know within 24-48 hours. Looking forward to continuing serving you.

Regards

Team@Open  

--------------------------------------------------------------------------------------------------------------------------------------------------------------------

Subject- (Request for Extension)  May Be Situation

Dear XYZ,

Thank you for being a valuable customer with Revv.

As discussed over the phone today, your tenure with Revv is getting over on DD-MM-YY. 

Hope you had a wonderful experience using our vehicle.

In case you are interested in extending the tenure with us kindly let us know within 24-48 hours. Looking forward to continuing serving you.

Regards

Team@Open  

Overview of the Referral program

1.1 As part of the program the referring customer (current customer) and the referred

customer (new customer) are eligible for rewards of INR 10,000 each when the referred

customer makes a booking for 3 months or longer or a reward of INR 5,000 each when

the referred customer makes a booking for 1 month

1.2 The referring customer and referred customer will be eligible for the rewards only after

the referred customer has paid the monthly fees for the second month and amount will

be adjusted after that

1.3 The rewards have the following components (based on tenure of booking of the referred

customer) –

1.3.1 For 3 month booking: INR 5,000 as discount in invoice and INR 5,000 as Revv

credits that can be redeemed against any rental bookings (but not against

subscription bookings)

1.3.2 For 1 month booking: INR 2,500 as discount in invoice and INR 2,500 as Revv

credits that can be redeemed against any rental bookings (but not against

subscription bookings)

2. Availing the invoice discount

2.1 The invoice discount is only adjustable against the monthly fee and can not be adjusted

against any cancellation penalties, foreclosure related accumulated fee differentials or

damage related expenses. If the new customer forecloses the subscription in the third

month they will not be eligible for the referral discount

2.2 The invoice discount for both customers will be eligible after completion of second

month payment by new customer ie. The new customer will get discount in their third

month and the original customer will get discount in any invoice due after the new

customer has paid their second month invoice

2.3 In case the new customer has made a one month booking the invoice discount will apply

at the time of return of the vehicle. The new customer will get INR 2,500 along with the

deposit refund (not adjustable against damages) and the original customer will get INR

2,500 discount in the invoice generated after the return of the vehicle

2.4 Incase the original customer tenure has ended before the above events have completed,

the amount will be credited to the original customer after the events have been

completed – it is the responsibility of the customer in such cases to reach out after the

new customer has completed the above event (payment of second month fee/return of

vehicle for 1 m booking)

3. Redeeming Revv credits

3.1 Revv credits will be awarded in customers Revv account. If customer does not have a

Revv account they will need to create one

3.2 Revv credits can be used against any short term rental booking by visiting

www.revv.co.in and making a booking and calling the sales desk to validate the credit

adjustment

3.3 Credits can not be used against adjustment of cancellation fees, or any other penalties

3.4 Revv credits earned through the referral program will have a maximum tenure validity of

1 year from date of credit and can be redeemed upto 50% of a booking value or INR

2000, whichever is lower

3.5 Credits need to be redeemed at time of making a booking. Any claims for retrospective

credit adjustment after completion of booking will not be entertained

Hi Team,

Going forward, please ensure to close the booking on "Invoice panel" on the same day when you get a pickup confirmation from HUB. Do not wait for the damage or toll charges.

Once you close the booking it will no longer give you the option for the "date" or "raise invoice".  You just need to put in the "comments" and click on "Change booking status"

As soon as you close the booking, it will reflect under the "Delayed Tab".  Whenever invoice needs to be raised go to the Delayed tab, click on "Send invoice" add the relevant charges and "Generate closing invoice"

Note: The payment shall be collected till the date on which the booking is closed

          Incase of "Extension in days" the process remains the same.

Car Purchase Process

1. Customer contacts CC to purchase the car.
2. Check for the LTX or LTN booking.
3. For LTX – Refer to the price sheet shared by Gnan & share the price as per the car model & make with the customer.

For LTN – Refer to the contract of the customer for the purchase price that has been quoted to the customer.

1. Inform the customer with the respective selling price of the car as per make & model.
2. Inform customer about the steps involved in the selling process as per the below grid along-with timelines for each step & inform the customer that the process will start once the payment is received in full from his/her end.

NOTE :                                                                              

1. For MH registration cars, we need to inform customers that the conversion of the white number plate is not possible before the car is 3years old from the date of registration.
2. For point # 6 as per the attached table, the customer’s presence would be required to sign the documents.
3. We have the finance option available from Mahindra Finance ltd at the interest rate of between 14-18%. The rate would be decide by Mahindra Finance & Rev doesn’t play any role in it. The relevant documents like identity proofs (Aadhar, Pan, address proofs) & income proofs (salary slips, bank statements, other income proofs) would be required.

FAQ:

Q1 what will happen to my security money?

Ans. Security money will be refunded to you, once we have received the payment and the process of acquisition is completed.

Q 2 What will happen to my monthly fee?

Ans. Sir, you don’t have to pay the monthly fee from the day we receive the payment.

Q3. Who will bear the insurance/maintenance charges?

Ans. Sir, you are responsible to pay all these charges after the acquisition is completed

Call Flow Structure:

• Customer calls in and ask for car purchase
• After that advisor will inform the TAT of 45 days from the date of payment received
• Advisor needs to inform about the finance option available from Mahindra Finance ltd at the interest rate of between 14-18%. The rate would be decide by Mahindra Finance & Rev doesn’t play any role in it. The relevant documents like identity proofs (Aadhar, Pan, address proofs) & income proofs (salary slips, bank statements, other income proofs) would be required.
• Advisor needs to inform that customer has to be physically available for the formalities such as signature and the verification.
• Advisor needs to buy time(48 hours) from customer in order to check the price with JP and Rachit)
• During the time of 45 days advisor needs to be in touch with Vansh’s team and the customer to keep him updated about the ongoing progress in the registration.

FAQ:

What will happen to my security money?

Our team will check if there is any damage in the vehicle, if yes then that damage charges will be adjusted in the security money or else the security money will be refunded.

What will happen to my monthly fee?

Sir, yours monthly fee will be stopped from the day we receive the payment.