This guide explains how our new collections system works when renters fall behind on payments.
Collections Overview
Collections are triggered when a renter's unpaid balance for their Week in Advance of Base Fare (WIA) / Tolls / Supercharging exceeds $100. The collection process consists of two phases designed to recover payment while providing renters with clear options to return to good standing.
Note for hosts: The $100 threshold applies to the combined unpaid balance across base fare, tolls, and supercharging. Partial balances below this amount will not trigger the collections flow automatically — contact ZEVO support if you have concerns about a specific renter's balance.
Phase 1: Initial Collections Period “Grace Period”
- Duration: 24 hours
- Vehicle Status: “In Progress” - renter still has access to drive
- Requirements: Renter must make either the minimum payment or full payment as shown on their booking page
- Resolution: Payment returns the renter to good standing
- Communication: Renter receives notification about their past-due balance and payment options
Phase 2: Termination & Repossession
If no payment is made within the initial 24-hour period:
- Vehicle Status: "Termination" - renter is locked out of the vehicle
- Vehicle Access: No access until minimum or full payment is made
- Grace Period: Additional 24 hours to make payment
If appropriate payment is not made within the second 24-hour period:
- Booking Status: Automatically ends
- Vehicle Status: Changes to "Repossession" in the system
- Host Action: Host is notified to regain possession of the vehicle
- Reactivation: Renter must make payment and start a new booking to regain access
Payment Options
- Minimum Payment: Covers enough of the outstanding balance to return to good standing
- Full Payment: Clears the entire outstanding balance, keeps them in Good Standing.
- Payment Methods: Available through the booking page and through our Payment Portal we regularly send them via SMS
Important Notes for Hosts
- Monitor the status of your rentals regularly
- Be prepared to retrieve vehicles marked as "Repossession"
- Communication with ZEVO support is essential if any issues arise during the collections process
Important Notes for Renters
- Keep your payment methods up to date
- Respond promptly to payment notifications
- Contact ZEVO support if you need assistance with payment arrangements