What if I need reimbursement for fuel, tolls, citations, or something else?
If you would like to request a reimbursement from a business you have transacted with, you can log in to your account and click on the Reimbursement Request option under the Support Center. Selecting this option will allow you to choose the type of reimbursement you wish to request through COOP’s user-to-user chat feature.
You can request reimbursement for the following:
- Fuel
- Tolls
- Minor Repairs
- Citations
- Vehicle Cleaning
- Mileage or Hours
- Rental Days
- Late Fees
(Available options to select from will vary depending on if you are a Renter or an Owner of a transaction.)
A request for reimbursement can be made during or after a rental. Once a reimbursement request has been sent, the business you have transacted with will receive a message to approve or deny it. Our support team will step in to find a resolution if a request is not responded to within 72 hours.
Important Note: All Reimbursement Requests should be submitted with as much information as possible to resolve the case as quickly as possible. Please upload any pictures, receipts, and documentation related to the request when submitting. Reimbursement requests for tolls, taxes, citations, fees, fuel, or fines must be submitted within sixty (60) days from the date it was issued. Any incidents related to vehicle damage or service must be reported within fifteen (15) days from the contract end date of a reservation.
Approved Reimbursement Requests
If the request is approved, you will receive a message letting you know it has been accepted, and a reimbursement will be issued.
Denied Reimbursement Requests
If a request is denied, you will receive a message letting you know that it has been refused. If you feel the request was unfairly denied, you can choose to escalate the request. Clicking the “Escalate” button will create a customer Support Center Ticket.
Our Support Team will review the escalated ticket to verify if the denial is valid.
If it is determined that the request is valid, our team will take the necessary steps to help resolve the matter so that you can receive your reimbursement.
If it is determined that the request is not valid, the denial will be finalized.
I’m having trouble reserving a vehicle, what do I do?
If you’re still having trouble getting a rental reservation, there is an easy fix available to you.
Learn moreHow to change my password?
For your business’s safety and security, you can change your password at any time.
Learn moreHow should I respond to rental requests off the platform?
Report any suspicious emails and messages by Renters or Owners who attempt to reserve vehicles or change a current rental outside of the platform to our team.Any changes made outside of the platform are not included in the rental contract and do not include coverage and support
Learn moreI still need help, where do I go?
If you’re already a registered user with the COOP platform, the easiest way to contact our team is through the Support Center. If you’re not yet a registered user, you can visit our contact us page for more options.
Learn moreI forgot my password. How can I reset my password?
If you’re unable to login to your account, you can reset the password on your own with the ‘Forgot password? Reset here’ link toward the bottom of the login page.
Learn moreHow can I apply for a DOT Number?
If you need to register for or do not have an active US DOT number, follow our simple steps to apply for one. Once it has been created or activated, you can provide it to our team to complete your COOP account submission form.
Learn more
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