Rental Holds (RHOL)

This article is about RHOLs that are linked to non-returned rentals.  If there is a red box on any previous customer order, then the RHOL is due to a CBK (chargeback). Please check out this CBK article for more information on how to handle CBKs.

What is a Rental Hold (RHOL)?

Orders in RHOL status typically means that the customer has a previous order that includes an overdue rental (please check if a previous order has a red box).  Previous orders with a status of RPR or RP25 will automatically trigger the newest order to go into RHOL.  New orders in this status cannot be released until the overdue rental is settled by either purchasing in their MyAccount or returning via the PPSL. 

Timeline for Orders in RHOL

For every order that goes into RHOL, the customer will receive an automated email shortly after their order is placed to let them know the status/how to resolve.  They have 3 business days to either return/purchase the rental or the first RPC will be attempted.  If that RPC fails, the order remains open in RHOL status until the 11th business day where a second attempt to collect the RPC will be made.  If the past due rental remains unresolved, the new order will be cancelled on the 11^th business day. 

Possible Resolutions

1. Customer can purchase the overdue rental in their MyAccount
2. Customer can return the overdue rental using the PPSL located in their MyAccount.  Orders that have been scanned into tracking and are enroute to us, are eligible to have the Rhol released.
3. If the RPC attempt on either the 3rd business day or 11th business day is successful, the Rhol will be released.
4. If the customer has not settled the past due RPR and if we are unable to charge the RPR balance, the new order will be cancelled and refunded. 

Helpful Info

If a customer settles the past due rental, the Rhol will not be automatically released.  New orders in Rhol are released on either the 3^rd business day or 11^th business day depending on when the customer settled the RPR.  This allows the customer time to either return or purchase before we attempt to charge the replacement cost.

If a customer is contacting us wanting the Rhol released and they have settled the RPR (within 4-10 business days of placing the order), please reach out to RHOL side convo to have their rhold released (allow 1 business day).

When a customer contacts us to inquiry what items are causing the rhold, please be sure to check all the rental orders as there can be multiple overdue items associated with different orders for the same customer.

Be sure to check the notes-if an attempt to charge the RPR has already been attempted, there will be a red bolded comment advising the outcome.