If a renter does not respond and their debit card declines, what is the best first step?

In situations where a renter does not respond and their debit card declines, reaching out to the shop for guidance is considered the best first step. This option allows you to get specific instructions or protocols that your organization has in place for handling such scenarios. It is essential to follow company procedures to ensure that all actions taken are appropriate and compliant with legal and operational standards.

Waiting for the renter to contact you might prolong the issue without taking any proactive measures, and continuing to try to take payment could lead to further complications without addressing the underlying situation effectively. Marking the vehicle as returned would be premature and could cause discrepancies in inventory and billing records.

Therefore, engaging with the shop to determine the necessary actions aligns with best practices in customer service and operational management. This step ensures that you are equipped with the right information to handle the situation appropriately, potentially leading to a resolution that considers both company policies and the renter's circumstances.