Agreement Hub

1. Begin the open agreement process.
• Open from an existing customer record or appointment. Read more: Search for the customer or appointment and click NEW AGREEMENT. Choose the type of agreement (e.g., Loaner), if applicable.
• Open a walkup agreement from scratch. Read more: Click the New icon () in the bottom-right corner of your screen and select New Agreement. Choose the type of agreement (e.g., Loaner), if applicable.
2. Enter or verify the required customer information. This includes contact information, driver's license, and additional drivers, if applicable.

Note: See "Customer Criteria and Alerts" for information on customer eligibility requirements.


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3. (If applicable) Add delivery and collection information. See "Delivery and Collection Information".
4. Add insurance information. See "Add insurance information or upload an insurance card photo".
5. Select or add a customer automobile for service. See "Select or add a customer automobile".
6. Enter repair details. See "Add repair order information".
7. Select dates. The Checkout Date / Time is set to now, by default. Select a Return Date (the Time defaults to the current time). The Total Days is displayed.
8. Select a rate, if applicable. If applicable for this type of agreement and your rates setup, select a Rate Code and Model Group to apply the applicable rate. Read more.

If Enable Rates Charges is turned on for this type of agreement in the Agreement Types setting and your location has rates set up for this type of agreement (see "Rates, Charges, Fees & Taxes Setup"), you can select a Rate Code and Model Group, if necessary, to view the rate that will be applied, based on the agreement length. See "Rates, Charges, Fees, and Taxes on Appointments & Agreements" for more information.

9. Review charges. A Charges grid is displayed with applicable charges (rates, fuel charges, mileage charges), fees (auto-applied), surcharges, taxes, and the total. You have the following options, with respect to managing agreement charges:
• Split invoice. Add a company (e.g., an insurance company) to the bill via the ADD SPLIT INVOICE button to split rate charges and taxes on those rate charges. This produces two invoices. See "Create a split invoice (add a billing company to cover charges)" for more information.
• Edit charge amounts. Click the Edit icon () to edit individual rate or fuel charge amounts. Subject to the Allow Modify Agreement Rate permission.
• Add or remove fees. Click the Add icon () to add an additional fee, or edit () to edit the amount of an applied fee. Subject to the Allow Modify Agreement Rate permission.
• Capture a credit card (and other credit card processing options). If you use Credit Card Processing, depending on your specific setup and requirement settings, you can capture a credit card (Capture Credit Card), have a pre-authorization taken at agreement open (Pre-Authorize), and save the credit card to the customer profile. See "Credit Card Processing" for more information.

Note: For locations with the Credit Card Capture Required at Open Agreement management setting turned on, capturing a credit card is required to complete the open agreement process. For employee roles with the Allow Override Credit Card Capture permission, capturing a card is optional.

• Bill for toll violations. See "TSD Toll Connect: Toll Processing" for more information.

For locations with automated Toll Processing, you can have your customer's credit card automatically billed for any toll charges incurred on the agreement (Bill Violation Charges or Charge Violations to Customer on mobile), or leave this option cleared to have them billed to your location.

If your location has pre-authorizations enabled via the Credit Card Required at Open Agreement setting, and the Pre-Authorize option is also selected, then the card will be pre-authorized an additional amount for possible future toll charges. See "Take a Pre-Authorization" for more information.

10. (Optional.) Add any agreement notes and upload any relevant agreement attachments.
11. Assign a unit, or choose to pend the agreement and assign one later. Click Select unit to assign a unit now, or click PEND AGREEMENT if you plan to assign one later (e.g., if it is being cleaned now).

Note: After you assign a unit, your Rate Code and Model Group selections are unchanged, even if the unit is not within the selected Model Group.

12. Verify unit information and perform a unit inspection. Make sure the Miles Out and Fuel Level Out / Battery Out is accurate. Perform an inspection of the assigned unit and add any damage or log its current condition. See "Unit Inspections".
13. Collect an agreement signature. Select an agreement form from the list, then collect a signature to complete the open agreement process:
• Collect a contactless signature through email or text. Make sure the customer's phone is filled in and Text Allowed is enabled (for texting), or that the customer's email address is filled in (for emailing). Click TEXT or EMAIL. See "Contactless Agreements: Remote Signatures" for more information.



• Capture an electronic signature. Click OPEN AND SIGN.
• If using the Easy Sign feature (Easy Customer Signature), a Sign Contract dialog is displayed, where the customer only needs to tap a single toggle and sign once to acknowledge all terms and conditions of the agreement. See "Easy Sign: Collect an Easy Customer Signature".
• If using the full electronic signature capture method, you can request a digital signature or acknowledgment (if applicable) in each required signing area on the form. See "Collect an electronic signature".

When signed, save the signed form to the agreement by clicking SAVE (to save without printing) or SAVE & PRINT (to save and open a PDF of the form to print). The signed agreement is available in the Agreement Files section of the agreement for emailing, printing, and downloading.

If your location uses automatic texts or emails, a copy of the signed agreement form PDF is texted or emailed to the customer, as long as the customer has opted to receive texts or emails, respectively.

• Print a hard copy and collect a signature. Select the "Open Agreement without electronic signature" check box, then click OPEN AND PRINT. Print the agreement form and capture the signature on the hard copy. If your location uses automatic texts or emails, a copy of the unsigned agreement form PDF is texted or emailed to the customer, as long as the customer has opted to receive texts or emails, respectively.



• Send the agreement to your Delivery and Collection provider's app for signature. If using Delivery and Collection integration with a third party partner, you can click SEND DELIVERY AGREEMENT to send the agreement form to your provider's driver app to update the fuel and mileage, as applicable, and obtain a customer signature. The agreement will have a status of Incomplete until the provider returns the signed agreement form. See "Delivery and Collection With a Partner" for more information.
14. After the agreement is opened, you are returned to the View Agreement screen. See "View and edit an agreement" for options on what actions you can take when viewing an open agreement.

When opening an agreement or performing an exchange, if you want to assign a unit that is In Use on another agreement, you can use the Quick Return option to close the agreement and assign the unit.

1. When selecting a unit to assign to an agreement, if you've typed the Unit Number of a unit that is In Use on another agreement, click the Quick Return of [Unit Number] on Agreement [Number] link to perform a "quick return" of the agreement.

Note: During a Quick Return, you cannot edit the Return Date.

2. Proceed with closing or close pending the agreement. (See "Close an agreement" or "Close Pend an agreement" in this topic for instructions on closing an agreement.)

Note: If your location uses TSD DEALER's credit card and payment processing integration, you can add or update a card, bill toll charges, and process a payment on a Quick Return. See "Credit Card Processing" for more information.

3. After the agreement is closed or close pended, you are returned to the original tab with the current agreement. The released unit from the newly-closed agreement is now assigned.
4. Proceed with the open agreement process. See "Open an agreement".

When searching for records that include a special character (such as a colon or hyphen), use quotation marks for an exact search or do a partial search. For example, to find a record with an associated Unit Number of TSD1-4, try searching TSD1 for a partial search, or entering "TSD1-4" for an exact search.

Note: Your search results contain records from all locations to which you have viewership. If you select a record from another location, a message is displayed letting you know that the record exists at another location and you're provided the option to automatically switch to that location to view the record.

Use the Search Open tab for the quickest way to view a list of open agreements, or click a status tile on the Agreement Operations dashboard.

1. Enter search criteria on the Agreement Hub. For example, you can search by any of the following: Agreement Number, assigned unit, RO Number, or a customer's name, driver's license number, or Customer VIN  (partial or full) of a customer automobile on file.
2. (Optional.) Select from the Filters list to narrow your search by category: Agreement Number, Repair Order, Unit Number, License Plate, VIN, or Customer Phone Number. By default, all categories are included. So, if you want to search for an agreement associated with Unit 'U007', enter U007 in the search bar, then select Unit Number from the list.
3. Click Search. Up to 100 results are shown, by default, but you can choose to display 10, 25, or 50 entries, as well as navigate to the next page of results. Results are sorted by the most recent open agreements, followed by other groups of agreement statuses, sorted in descending order by Checkout Date.
4. (Optional.) Use search filters to narrow results. Click the check boxes in the following search filters to narrow results:
• Agreement Type search filters
• Status search filters
• Tolls and Violation search filter
• Closed Between date range search filter for closed agreements

What can I do from search results?

1. On the Agreement Hub, enter search criteria and/or use the filters on the left to narrow your results. For example, if you want to export a list of closed agreements, select Closed from the list of Status search filters.

If exporting a list of closed agreements, narrow your results by date range by selecting only the Closed status filter and entering a Closed Between date range, based on the Actual Return Date. Exported results will be sorted in descending order by Actual Return Date. If the agreement's actual Return Date falls at or after your location's End of Day (EOD) management setting, it will be included in results that contain the following day. For example, if you enter a Closed Between Start Date of 4/23/2019 and End Date of 4/23/2019, and the Location In's EOD is 6:00PM, any agreements closed on 4/22/2019 at or after 6:00PM will be included in results.

2. To export results to a CSV spreadsheet, click the CSV button tab (). See "Key Columns in CSV Export" for a list of columns included in your exported results.
3. To export results to a PDF, switch to Table view () and click the PDF button (). Exported results contain the same columns as displayed in the application.

Key Columns in CSV Export

When viewing an In Use unit record, you can view the associated agreement via the View Agreement button.

1. Search for the agreement record, if necessary. Click the record from your search results to view it.
2. Edit an agreement. View the agreement record, and click the edit icon () next to the section you want to edit. Make your changes, and click Save.

What can I do on the View Agreement screen?

Note: Inspecting a unit at open and/or close agreement (including close pend) may be required based on the Require Unit Inspection management setting.

1. Find the agreement, and click Close. If already viewing the agreement, click Close Agreement.
2. Update the Miles In and Fuel Level In or Battery Level In, if necessary, and any other required information, marked by red asterisks (*). Additional options:
• Perform a unit inspection.  If applicable based on your location settings, inspect the unit and add or edit any damage, log photos or notes of its current condition without damage, or continue without changes.See "Unit Inspections" for more information.
• Edit charges and fees, if applicable. When closing an agreement, you can edit the rate or fuel charges, add or edit fees, add or edit a split invoice between a company and a customer, and more. See "Rates, Charges, Fees, and Taxes on Appointments & Agreements" for more information.
• Add or change a credit card, bill for toll charges (if applicable), and process a payment. See "Credit Card Processing" for more information.

Note: If TSD Toll Connect (toll processing) is enabled for the location, an email address is also required to close the agreement.

3. Click Close. The following occurs:
• If your location uses automatic texts or emails, a copy of the most recent signed or unsigned agreement form PDF is texted or emailed to the customer, as long as the customer has opted to receive texts or emails, respectively. See "Automatic Texting and Emailing on Appointments & Agreements" for more information.
• If maintenance is scheduled for the unit, an alert is displayed. See "Unit Maintenance" for more information.
• The signed agreement form PDF is available for printing. On the Agreement Hub, search for the closed agreement and click PRINT to open the signed agreement form PDF in a separate browser tab for you to print.

The availability of Close Pend is based on the Enable Close Pending Agreements management setting.

Close pending an agreement prevents any further daily rate or fuel charges from accruing and returns the unit to its default status (such as available).

Business Case: Why would I "Close Pend" an agreement?

1. Find the agreement, and click CLOSE PEND. If already viewing the agreement, click Close Pend on the side panel. If performing a quick return to release an In Use unit for assignment, fill in all required fields and click CLOSE PEND.
2. Verify the Return Date and enter a Reason.
3. (Optional.) Update Miles and Fuel Level, if necessary.
• You can update the miles and fuel level when the agreement is closed.
• TSD Telematics (Connected Car integration): If your location uses TSD Telematics (Connected Car Integration), the latest miles and fuel level of a Connected Car unit are filled in based on information received from the telematics device. See "TSD Telematics" for more information.
4. Click CLOSE PEND.

You can generate an invoice for charges billed to a customer and/or charges billed to a company (for split invoices) after an agreement is closed, in the Charges section of the agreement.

What is included on an invoice?

• To email an invoice PDF, click EMAIL INVOICE under the Split Invoice section (for a company invoice) or under the Charges grid (for a customer invoice). Verify the email address, if different than the one used on the agreement, and click SEND .
• To print an invoice PDF, click PRINT INVOICE under the Split Invoice section (for a company invoice) or under the Charges grid (for a customer invoice)

While reopening a closed agreement is not ideal, you might need to do in order to edit information, or because the unit was never actually returned (e.g., in situations where an employee mistakenly closed the wrong agreement).

1. Find and view the agreement record.
2. Click Reopen Agreement from the side panel.
3. Make and save any edits, as necessary.

Note: Depending upon your program and/or insurance rules, you may need to text or email the corrected agreement form to the customer to sign. (An email is not automatically sent to the customer when reopening agreements.) Click Email Customer to email the customer a copy of the agreement.

For locations with Delivery and Collection with TSD or with a partner, a Delivery and Collection section is available on appointments booked through your web scheduler and agreements opened from such appointments. If using the feature without a partner integration, you can turn on the Enable toggle to make the Delivery and Collection section available on all appointments and agreements.

Insurance information, except for the Full Insurance Coverage field, if displayed at your location, may be required on an agreement based on the Require Insurance Information management setting. To meet this requirement, you can fill in the insurance fields, upload a photo of the insurance card, or both. Additionally, an Expiration Date for an uploaded insurance card may be required on an appointment or agreement based on the Insurance Card Expiration Required management setting.

Note: Even if insurance information is on file for a customer or on an appointment, insurance information may be cleared on every new agreement, by default, based on the Require New Insurance Information management setting.

On a customer record, appointment, or agreement, you can fill in the customer's automobile insurance information (consisting of the Insurance Company, Policy Number, and Expiration Date) or add photos of an insurance card. You can also use Insurance Notes to keep track of significant insurance developments.

To add an insurance card photo:

1. In the Insurance Information section, click the Insurance Card option.
2. Click to upload front and back photos of the card, or Use Camera to take front and back photos of the card with your iPad or other mobile device (unavailable with Internet Explorer 11).
3. After a photo is uploaded, REPLACE and DELETE buttons are available. Your photos are on the appointment or agreement, until you delete them.

When viewing a customer record, appointment, or agreement, insurance card photos, if present, are available to view; click or tap a photo to enlarge it.

Repair Order information may be required to complete an appointment or agreement, based on the Require Repair Information and Require Customer VIN management settings.

On an appointment or agreement, fill in repair details to track repairs on the customer's vehicle. Repair information consists of:

• Customer Automobile
• Service Advisor
• Business Source
• Repair Order Number
• Customer Tag Number
• Purchase Order Number, if entered

See "Additional Drivers" for more information.

A customer automobile, including its VIN, may be required during the Loaner and/or Rental open agreement process, based on the Require Customer VIN management setting.

You can add a customer's personal vehicle, so you can associate a service repair with an appointment or agreement. You can also make an automobile the customer's primary vehicle, as well as remove customer automobiles, on the customer's record.

Add a new customer automobile:

Edit customer automobile details on an appointment or agreement: On the appointment or agreement, after you've selected a customer automobile, you can click EDIT CUSTOMER AUTOMOBILE  to bring up the Edit Customer Vehicle dialog, so you can view or edit its information.

Make an automobile the customer's primary vehicle: When adding a new customer or viewing the customer record, select the check box next to the automobile's VIN to indicate that it is the primary automobile. A Primary tag is added next to the entry.

Remove an automobile from the customer's record: When adding a new customer or viewing the customer record, click Remove to remove the automobile from the customer's file.

Select a customer automobile on an appointment or agreement:

Add important communications or documents to agreements with agreement attachments. At the bottom of every agreement, you'll find an Agreement Attachment section, where you can drag and drop a file to upload or click UPLOAD A FILE to select one. The following file extensions are accepted: pdf, docx, png, jpeg, jpg, csv, xlsx, txt.

After your attachment is uploaded, you can replace the file, DELETE it from the agreement, or DOWNLOAD it.

Agreement Attachment events are recorded in the agreement's history log, accessible via the History button on the agreement. See "Unit History (Event Logging)" for more information.

The Pend Agreement function is only available based on the Enable Open Pending Agreements management setting.

"Open Pend" an agreement to save it with a Unit Pending status and postpone assigning a unit until later. That way, you can complete most of the open agreement process and then assign an actual unit as soon as one becomes available.

Business case: why pend an agreement?

To postpone assigning unit and save the agreement with a Unit Pending status, fill in all required information (*) and click PEND AGREEMENT.

If you have selected a date range, the agreement receives the status of Unit Pending; otherwise, it receives the status of Incomplete. Either way, you can search for and continue the agreement using the Unit Pending status filters on the Agreement Hub. See "Search for an agreement".

If rates are enabled for loaner or rental agreements within the Agreement Type management setting, a Select Rate section is available on the appointment or agreement for you to apply a rate.

After a rate is selected, the Charges grid is displayed, containing the applicable rate, as well as fuel charges, fees, and taxes. See "Rates, Charges, Fees, and Taxes on Appointments & Agreements" for more information.

On an agreement, you can split the rate charges and produce two invoices, for cases when a third party company (e.g., an insurance company), is responsible for at least some of the agreement's rate charges. See "Create a split invoice (add a billing company to cover charges)" for more information.

If your location has Signature Capture and a form with signature fields, you can collect an electronic signature from the customer during the open agreement process, or when viewing an agreement.

1. If opening the agreement, click OPEN AND SIGN to save the open agreement and begin the electronic signature capture process. If viewing an open agreement, click SIGN AGREEMENT.
2. On the agreement form, request a digital signature or acknowledgment (if applicable) from the customer in each required signing area.
• If your form is set up with signature check boxes, tapping the required () or optional () sign icons adds a check mark () in place of a signature. The acknowledgment is displayed on the email and printed versions of the form.
• If your form requires the customer to sign on-screen, tapping or displays an enlarged signature box with ACCEPT and CLEAR buttons.
• If an additional driver is present on the agreement, a signature area is available for the driver to sign.
3. When signed, save the signed form to the agreement by clicking SAVE (to save without printing) or SAVE & PRINT (to save and open a PDF of the form to print). The signed agreement is available in the Agreement Files section of the agreement for emailing, printing, and downloading.
4. If your location uses automatic texts or emails, a copy of the signed agreement form PDF is texted or emailed to the customer, as long as the customer has opted to receive texts or emails, respectively.

This feature must be turned on by TSD Support. Contact TSD Support at support@tsdweb.com for more information.

TSD DEALER's Easy Customer Signature feature is the fastest and most efficient way to collect an electronic or contactless signature. With Easy Signature, customers only need to tap a single toggle and sign once to acknowledge all terms and conditions of the agreement.

1. If opening the agreement, click OPEN AND SIGN to save the open agreement and begin the electronic signature capture process. If viewing an open agreement, click SIGN AGREEMENT.
2. A  Sign Contract dialog is displayed with a single acceptance toggle to acknowledge all terms and conditions of the agreement, and, if selected, a box to provide a signature. (The following text is present above the signature box: "By signing below, I am acknowledging that I have read and agree to all of the terms outlined in the dealership's vehicle use agreement." (The "dealership's vehicle use agreement" portion is a direct link to the agreement PDF.)

Note: Depending on your manufacturer’s settings, an additional optional clause toggle may be available (e.g., to have the customer opt in to receive marketing materials).

3. Once the customer provides a signature, tap SAVE to save the signed agreement, or SAVE & PRINT to save and open the PDF in a new browser tab. Options are also available to Cancel or exit (X) to return to the previous screen, and CLEAR to clear the signature, if needed.
4. Once saved:
• a confirmation message is briefly displayed: "Signature saved". The captured signature is placed on all designated signature and initial areas, and any field on the agreement form designated as a check box will automatically be selected.
• If your location uses automatic texting or emailing, a copy of the signed agreement form is texted or emailed to the customer, as long as the customer has opted to receive texts or emails, respectively. See "Automatic Texting and Emailing on Appointments & Agreements" for more information.
• The signed agreement form PDF is saved the agreement and available in the Agreement Files section of the agreement for emailing, printing, and downloading.

If your location has Signature Capture and a form with signature fields, you can collect a remote signature from the customer via email or text message, as long as the customer has agreed to receive text messages (Text Allowed) or an email address is filled in (for emailing). See "Contactless Agreements: Remote Signatures" for more information.

Note: You cannot collect a signature through text or email if the agreement is marked for Delivery and Collection with a partner. In this case, you will send the agreement to your provider's driver app to obtain a signature and complete the agreement process. See "Delivery and Collection With a Partner" for more information.

1. When opening an agreement or viewing an opened agreement, make sure the customer's phone is filled in and Text Allowed is enabled (for texting), or that the customer's email address is filled in (for emailing).
2. Select an agreement form PDF and click TEXT or EMAIL.



3. On the Send Contactless Agreement dialog, confirm the agreement form and email address or phone number, then click SEND (or OPEN AND SEND, on the mobile app) to complete the agreement process and send the customer a link to the signable agreement form PDF.
4. After the text or email is sent, the customer will have 24 hours in which to access and sign the document in a web browser or Safari on a mobile device. (The contract can only be signed once using this link, but if it expires or you make any changes to the agreement, you can send another link from the View Agreement screen.)



5. After the customer signs and submits the form by clicking SAVE AND PRINT, a copy of the signed agreement PDF is displayed in the customer's browser and the signed agreement PDF is saved to the agreement. If a text was originally sent, then a follow-up text is sent to the customer, containing a URL to the signed agreement form PDF. (This URL expires after the agreement is closed, so customers can access the signed agreement through the duration of the rental.) Similarly, if an email was originally sent, then a follow-up email is sent, containing the signed agreement form PDF as an attachment.
6. (Optional.) You can view the signed agreement, or send another link to signable PDF form, from the View Agreement screen. See "Agreement Hub".

Turn on a Contactless Signature Captured alert, so you can be notified when a customer signs a contactless agreement. See "Alerts: Alerts Panel & Email Alerts" for more information.

When a customer submits a signed loaner agreement form, a "Form Signed" event is logged in the agreement's History. See "Unit History (Event Logging)" for more information.

If your location uses Delivery and Collection integration with a third party partner, click SEND DELIVERY AGREEMENT to send the agreement form to your Delivery and Collection provider's driver app to obtain a customer signature. The agreement will have a status of Incomplete until the provider returns the signed agreement form. See "Delivery and Collection With a Partner" for more information.

Select the "Open Agreement without electronic signature" check box, then click OPEN AND PRINT to save the open agreement. Print the agreement and capture a signature on a hard copy. If your location uses automatic texts or emails, a copy of the unsigned agreement form PDF is texted or emailed to the customer, as long as the customer has opted to receive texts or emails, respectively. See "Automatic Texting and Emailing on Appointments & Agreements" for more information.

On the Search Open or Agreement tabs on the Home page, open the operations and performance dashboard () to access instant agreement statistics and metrics for your current location. See "Agreement Operations and Performance Dashboard" for more information.

On the agreement, click History. See "Unit History (Event Logging)" for more information.