What would you have done?
I am looking to understand whats the policy here since I am new to Turo.
So, I had a guest who booked my car for 15-day . The Guest name in the license and shown on app does not match (see images). I called Turo support but they were also of no help. They asked me to chat via the AI chat bot and it asked to select the option name mis-match. So, as per the instructions I selected name mis-match in the app after 2 hours because customer was talking to Turo to get the name changed and he had no other id proof which shows his name as on the account. So, after around 2-2.25 hrs I selected the name mis-match, trip got canceled. Customer booked again after the name change was successfully from next day and this time I see the correct name so I gave the car to the customer.
Now, Turo has emailed me saying that the name on the account and license were correct and I chose the wrong option. I emailed them with screenshot and I am currently wating for their reply.
So, can anyone advise, whats the policy here, was I right or wrong?
