Rinsed Family Plans FAQ

General 

Q: How do I reach out if I have questions or issues with my Rinsed Family Plans?

A: Please reach out to using the “Chat With Us” button in the bottom-right of the Rinsed Web App or Support@rinsed.co for any questions or concerns regarding your Rinsed Family Plans.

Q: What is the maximum number of vehicles per family plan?

A: Rinsed Family Plans support a maximum of 10 total vehicles (1 parent vehicle and 9 children). We recommend limiting Family Plans to 5 members and utilizing Rinsed Fleet Plans for any larger groups.

Q: Do child vehicles count as Active Members in Rinsed? Why is a family plan membership showing as inactive?

A: It is expected that child plans will almost always show as inactive in the web app. Rinsed determines active status based on making payments in the last 45 days, and since child vehicles do not pay for the membership (the parent vehicles do), the child won't be considered active.

Exceptions to this might be if the child vehicle was previously on an individual paid membership, and recently switched over to a family plan. If they are still within a 45 day window of payment, they'll show as active. 

Family Plan Management and Billing

Q: Will I have to manually manage the setup and maintenance of my members who enroll in Rinsed Family Plans?

A: No, all processing of Rinsed Family Plans for enrolling, adding a vehicle, or removing a vehicle is done automatically through the Rinsed Customer Portal or Ticket Form. Members will just need to log in to the Customer Portal or submit a ticket to manage their family groups.

Q: Who can manage family plans?

A: Only the account holder/parent plan (or a Rinsed Admin) can make changes to the family plan.

Q: Who pays for a Rinsed Family Plan?

A: Only the Parent (Owner) pays for the plan. The Club plans created for the Child (Vehicle) are used for redemption only.

Q: What happens when a Rinsed Family Plan member goes into decline?

A: Rinsed monitors the recharge activity of all your memberships. When a Rinsed Family Plan member goes into decline, the system will automatically deactivate the Child Club Plans associated with the Rinsed Family Plan at the end of the Parent’s dunning period. When a recharge occurs, the Child Club Plans will be reactivated same day.

Q: How do I instruct my staff to address questions that customers have regarding Rinsed Family Plans?

A: All management of Rinsed Family Plans should be done by the customer through the Rinsed Customer Portal or Ticket Form. Please advise site staff to direct customers to these avenues if the customer wants to manage their Family Plan. 

Q: How can I add someone to a Rinsed Family Plan on site? 

A: You cannot add a child to a family plan onsite directly. When using Rinsed family plans, you have to manage the entire family plan through Rinsed - Recommendation: create an internal Rinsed Family Plan Ticker form for onsite team members to assist signs up with.

Q: When the leader is canceled, will it make a child the new leader?

A: No, all cars will be canceled.

DRB Sitewatch

Q: How do Rinsed Family Plans work in SiteWatch?

A: Rinsed Family Plans use the same SiteWatch ARM Plans and Club Plans that you use for your individual memberships. We use a “Parent” ARM plan that is configured to charge for all the vehicles associated with the Rinsed Family Plan, and a “Child” Club Plan to allow for the additional vehicles to be redeemed.

Q: What items do I need to be created within SiteWatch to use Rinsed Family Plans?

A: Rinsed has collaborated with DRB to create a process for creating the items needed for you to use Rinsed Family Plans. Your CSM will provide you with a Configuration Template to gather all necessary information for DRB’s Scheduled Services Team to create the ARM and Club Plans to be used for Rinsed Family Plans, as well as instructions on how to create an appointment with Scheduled Services to have these items made. 

Q: How is proration handled when adding or removing vehicles to a Rinsed Family Plan (with SiteWatch as the Point of Sale)?

A: When configuring Rinsed Family Plans, you can choose whether you want to charge or refund a prorated amount when vehicles are added or removed. If yes, a charge/refund will be applied to the Parent vehicle’s account based on the difference between their current price point and new price point at the time a vehicle is added or removed, depending on the number of days remaining in their current billing cycle. If no, the customer will not have a charge/refund at the time of adding or removing a vehicle. In both cases, the associated Child vehicle will be added or removed from their redemption Club Plan immediately at the time of the change.

Q: What will Rinsed Family Plans look like in SiteWatch?

A:  When reviewing a customer record in Terminal Controller, Parent account of a Rinsed Family Plan will be in a “FAM wash package name X Vehicle” ARM plan, with the X denoting the total number of vehicles under the family plan. Customer records for child vehicles will be under a “FAM wash package name Club” Club Plan that is set to expire 9,999 from the vehicle initially being enrolled in the Family Plan. Since Rinsed manages the activation and deactivation of Child Club Plans automatically, this is intended to ensure that the Child Club Plan does not expire within SiteWatch.

*Note – When viewing a Child customer record that has been recently enrolled, it may be the case that “Terminated” ARM Plan record is in the History tab if the customer record was part of an individual ARM plan prior to enrollment. This is normal behavior for 30 days after enrollment, and you can see the Club Plan status by scrolling down in the bottom-left window of the History tab.

Q: What are troubleshooting steps if my Rinsed Family Plans are not redeeming correctly?

A: Since Rinsed Family Plans use the same underlying architecture as individual memberships, the troubleshooting steps are the same as a Rinsed Switch Plan. The first step is to look up the customer record in Terminal Controller and determine if the customer is in the correct plan using the “History” tab. If they are not in a “Family” version of a plan, please reach out to Rinsed Customer Support for assistance. If the plan is correct and the customer is still unable to redeem their plan, please reach out to DRB’s Knowledge Center for assistance. With all ARM and Club Plans in SiteWatch, Rinsed is limited in our ability to assist in troubleshooting the redemption behavior of a plan within SiteWatch.