TSD DEALER Counter Guide

Note: The total number of appointments that can be booked on a single Checkout Date is subject to your location's Daily Appointment Cap.

1. For new customers, click the plus icon () and select New Appointment. Or, pull up an existing customer record on the Customers tab and click New Appointment.
2. Select the type of appointment (e.g., Loaner or Rental), if applicable. This will determine the type of agreement opened from the appointment and the rates available on the appointment, if applicable.
3. Enter or verify the required customer information, marked by red asterisks (*). Click CONTINUE.
4. Enter or verify any required repair order information, marked by red asterisks (*).
5. (Optional.) Add Delivery and Collection. For locations with Delivery and Collection integration, you can add Delivery and Collection address information. See "Delivery and Collection with TSD".
6. Verify the Checkout Date and select a Return Date of no more than 29 days into the future.
7. (Optional.) (Required for Rental appointments) Select a rate, if necessary.

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.

8. (Optional.) Review charges and fees, if applicable. A Charges grid is displayed with applicable charges (rates, fuel charges, mileage charges), fees (auto-applied), surcharges, taxes, and the total.
9. (Optional.) Add or change a credit card, if applicable. If your location uses integrated Credit Card Processing, you can add or change a credit card so this information will carry over onto the agreement.
10. (Optional.) Assign a unit or model from your fleet.

Note: Units are checked for overlaps in availability and other criteria, such as Hard Hold status and recalls. See "Unit Availability & Alerts" for more information.

1. Click SELECT UNIT to pull up a list of available units.
2. Type the full Unit Number, or enter part of the Unit Number and/or select a Model to filter and select from the list.

If you type the Unit Number of a unit that is assigned to another agreement at your location, you may be able to perform a Quick Return for that agreement, See "Perform a Quick Return (to Free a Unit During Open)" for more information.

3. After you assign a unit, a REMOVE button becomes available for you to remove the assigned unit.
11. Click Save.

Turn on an Appointment Booked alert, so you can be notified when an appointment is created. See "Alerts: Alerts Panel & Email Alerts" for more information.

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.


Hover to view the full-sized image.

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.

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 "TSD DEALER Counter Guide".

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.

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.

If your location is set up for automatic emails, an email is automatically sent to the customer when an appointment is created or when an agreement is opened or closed. You can also manually send an email to the customer by clicking the Email Agreement button on the side panel of an opened or closed agreement. By default, the email address is the one on the customer's record; you can choose to enter a different email address without changing the customer's record. Click SEND.

• Plate and sticker expiration checks: TSD DEALER checks the license plate and inspection sticker expiration dates on returning vehicles. If the date has passed, or if it falls before the agreement's Return Date, a message is displayed, including the number of days remaining, if applicable.
• Daily Odometer Limit:  If you have set up the Daily Odometer Limit management setting in Admin Setup and the customer's agreement has exceeded that number of miles per day, a notification will be displayed.

A Messages section may be displayed at the top of a customer record, unit record, appointment, or agreement, if any warning messages have been attached to a customer, or if any unit alerts are present. See "Unit Availability & Alerts" for more information.

You can attach a warning message to a customer record via the Flag button on the side panel of a customer record. When flagging a customer, you can prevent agreements from being opened for this customer using the Do Not Loan option.

Customer-related messages can only be edited or deleted from the customer record (an EDIT button is available next to the message.)

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?

If your location uses automated Fleet Import, there is no need to manually add units to TSD DEALER. The Fleet Import process automates your in-fleeting process, leveraging unit information provided by your OEM to create new unit records during the Retail Delivery Report (RDR) process. You can:

1. View a list of Pending Import Details units; a prompt is displayed at log-in if there is at least one unit awaiting import. You can also view these units in your Fleet Operations dashboard.
2. Click IMPORT, then enter as much information as possible, based on the VIN, on the Import From Feed dialog.
3. Click Import.

Your employee role must have the Edit Fleet permission to edit unit records, the Fleet Status permission to change a unit's status, and the Remove From Fleet permission to remove a unit from the fleet. See "Roles & Permissions" for more information.

1. Search for the unit record, if necessary. Click the record from your search results to view it.
2. Edit a unit record. Click Edit from your search results, or view the record and click Edit Unit from the side panel. Make your changes, and click UPDATE. Some fields may be unavailable for editing. See "TSD DEALER Counter Guide" for information on fields and options on this page.

Note: Updating a unit record does not update the information on any associated agreements.

3. Options while viewing a unit record. Depending on the unit's status, you can do the following when viewing the unit record:
• Edit a unit record. Click Edit Unit from the side panel. To edit maintenance information, click the edit button () on the section you want to edit.
• Inspect a unit. Click Inspect from the side panel. See "Unit Inspections" for more information.
• View inspection history. Click Inspection History from the side panel. See "Unit Inspections" for more information.
• View unit record history (events). Click History from the side panel. See "Unit History (Event Logging)" for more information.
• View an associated agreement. If the unit is In Use, certain agreement details, such as Agreement Number and Expected Return Date, are displayed on the unit record; click View Agreement on the side panel to view the agreement record.
• Print a unit QR code.  Generate and print the QR code and barcode associated with the unit's VIN. Click Print QR Code on the side panel of a unit record. See "Print a QR Code" for more information
• View or edit messages, if applicable. Click Messages at the top of the unit record to view unit alerts. See "Unit Availability & Alerts" for more information on unit alerts.
• View a map of the unit's location with Connected Car Integration (with GPS). If the unit's Owning Location has Connected Car Integration with GPS location allowed and your employee role has the Access To Map permission, click Map on the side panel to view the unit’s current physical location on a map. See "TSD Telematics" in the Connected Car Integration topic for more information.
• View recall information. If the unit is associated with one or more safety recalls by your manufacturer, a Recall tag is present on the record, so you can easily identify it. Depending on your manufacturer's settings, a recalled unit may be automatically grounded (i.e., set to a Recall status, if not In Use)) to ensure no driver uses it until the recall is released, or your location may be responsible for manually changing the status of these Recall-tagged units to Recall, or using the Hard Hold option for units In Use. See "Vehicle Safety Recalls" for more information.

An Inspect button is available on the side panel of a unit record for you to note vehicle inspection results. See "Unit Inspections" for more information.

When adding a new unit to the fleet, type a VIN and press Tab for the unit to be matched with a model in your system; TSD DEALER fills in certain fields, which you can edit, if necessary.

Use the Status field in the unit record to change a unit's status, and the Owner Location and Current Location fields to change a unit's location.

Perform a walkaround inspection and mark any areas of unit damage while viewing a unit record, exchanging a unit on an agreement, and, depending on your management settings in Admin Setup, during the open or close agreement process. For transparency’s sake, the filled-in damage diagram is included on the customer’s printed or emailed form. Contact the TSD Forms Department at support@tsdweb.com for information on how to customize your form.

1. If inspecting a unit outside of an agreement or exchange, search for the unit record in the Fleet Hub and click Inspect. If already viewing the unit record, click Inspect from the side panel.

Note: You cannot update miles or fuel level when performing an inspection outside of an agreement.

2. Select a location of damage on the diagram, or click ADD DAMAGE. Existing damage records, if present, are indicated on the diagram by an orange icon ().
3. Select or confirm the area of damage (Zone) and select a Damage Type.
4. Indicate the severity of the damage (general or chargeable).
5. (Optional.) Upload photos of the damage. Drag and drop an image or click to select one. You can upload up to 12 photos. If you want to re-upload an image, just click CANCEL and upload it again.
6. (Optional.) Add notes. Add any additional customer-facing notes about the inspection.
7. Click Save. Verify the information and click CLOSE to return the unit record, unit search results, or to the agreement or exchange, as applicable. A damage diagram is included on the customer’s printed or emailed form, with areas of damage marked with an 'X', if applicable.