Reservation Status Guide for Affiliates

Always add comments to the affiliate’s website. Make sure to select “Add New Comment” only—do not use “Update” unless you also need to change the reservation status. This ensures all information for each reservation is accurately recorded and available for any questions that may arise and, it will also reduce the email tickets to answer.

ON RENT

• Set this status at the time of rental.
• If a reservation is incorrectly marked as “Rented,” notify NÜ Customer Service immediately and add a note in the reservation system.

NO SHOW

• Mark this status 24 hours after the scheduled pickup time if the customer did not appear and made no contact.

UNQUALIFIED

• Use this status when the customer does not meet rental qualifications or chooses to cancel at the counter.
• Always include explanatory comments in the reservation notes.

OVERBOOK – No Vehicle

• Use when the reserved car class is unavailable and the customer shows up.
• If a higher class is offered and accepted, do not charge for an upgrade.
• If a lower class is accepted, compensate or refund the difference, documented with a signed acknowledgment.
• For partial refunds on prepaid reservations affected by vehicle availability or issues, email help@nucarrentals.com.

OVERBOOK – Referral

NÜ will issue a refund to the customer and bill the affiliate accordingly.

DUPLICATE

• Note the duplicate confirmation number in the comments.
• Always use the reservation on file—do not create a new one through the rental system.

REMINDERS:

Important: Never email, text, or verbally promise a customer a refund.

Reminder: Review our Terms & Conditions monthly to ensure customers are fully informed of rental expectations.