If a guest’s trip leads to extra expenses for you, you can request reimbursement by sending your guest an invoice for most incidental costs. Before you do, make sure you’ve uploaded to Trip photos all the necessary pre- and post-trip documentation. If you don’t, the guest may be more likely to dispute the invoice because they’re unable to see any supporting evidence. And if you or the guest escalates the invoice and there are no photos in place, it’ll add to the resolution time.
See the list below to access details about the documentation required for each reimbursement type and how much time you have to submit an invoice. Create a single invoice for each trip and include all eligible incidental costs there. Add a short explanation to make it clear why you’re requesting reimbursement. Once you submit an invoice, the guest has 48 hours to pay or dispute it. To send a reimbursement invoice, open the Trip details page and tap “Charge for incidentals.”
Escalating an invoice
If a guest disregards an invoice you’ve sent or if they dispute it, you can escalate the invoice to customer support. (See more about disputed invoices below). If you don’t have the proper photo documentation, we could deny your reimbursement and rule in the guest’s favor. Reviews could take as many as 5 days but most are completed within 48 hours.To escalate a reimbursement invoice, open the Trip details page and tap “View invoice.” Scroll to the bottom of the invoice and tap “Escalate.”
Managing a disputed reimbursement invoice
If your guest disputes an invoice, you have 72 hours to take one of the following 3 actions:
- Cancel the invoice. If you’ve mistakenly sent an invoice for costs that don’t qualify for reimbursement, you can cancel the invoice.
- Submit a new invoice with clarifying information. By providing more explanation or uploading to Trip photos any missing documentation, you may be able to resolve the payment issue. If you’re flexible on costs, you can also lower the reimbursement amount you’re requesting. Open the disputed invoice and select “Start a new invoice.” Once you submit the new invoice, it’ll supersede the original, the clock will reset, and your guest will have 48 hours to pay or dispute it.
- Escalate the invoice to customer support. If you’ve clearly explained the charges on your original invoice and the documentation was in place in Trip photos, you may prefer to escalate a disputed invoice to Turo support. If your guest did not respond to your invoice, you can also escalate.
To escalate a reimbursement invoice, open the Trip details page and tap “View invoice.” Scroll to the bottom of the invoice and tap “Escalate.” We’ll review the pre- and post-trip photos you and your guest uploaded to Trip photos. We rely on photo evidence in deciding the outcome of a dispute, so make sure your photos clearly show the area(s) in question. If you don’t have the proper photo documentation, we could deny your reimbursement and rule in the guest’s favor. If we find in your favor, we’ll add the reimbursement amount to your earnings. If we find in the guest’s favor, we’ll email you an explanation of our decision. Reviews could take as many as 5 days but most are completed within 48 hours.
Reimbursing or refunding your guest
If you want to reimburse your guest for an expense they incurred on your behalf, for example, replacing the windshield wipers, adding oil to the car, and the like, you can. If you want to refund your guest because of an issue or inconvenience they experienced during the trip, you can do that, too. Here’s how:
- Send the guest a note in Turo messaging letting them know you’ll reimburse them. State the reason for the reimbursement and the amount.
- Instruct the guest to contact a Billing agent via chat once the trip ends.
- Tell them to point the agent to your note in Turo messaging and to be ready to submit a photo of their receipt.
- Once the agent confirms that the reimbursement request is valid, they’ll issue reimbursement to the guest and subtract the amount from your earnings.