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An incident is any event during a rental that reflects negatively on the renter’s reliability or behavior — a late or missed payment, damage to the asset, or a rules violation. Logging incidents in RentFAX does two things: it creates a documented record for your own operations, and it contributes to that renter’s risk score across the entire network. The more accurately operators report, the more useful the network becomes for everyone.

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What counts as an incident

RentFAX accepts incidents across all rental industries. Common examples include:
  • Late payment — rent or a rental fee paid past the due date
  • Non-payment — a balance that remains outstanding at the end of a rental period
  • Asset damage — physical damage to a vehicle, unit, or piece of equipment
  • Policy violation — breach of rental terms such as unauthorized use, subletting, or smoking
Incidents are tied to a specific renter and industry. The same renter can have incidents across multiple industries — residential, vehicle, equipment — and each one is visible to operators in that industry who look them up.

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How to log an incident

1

Open the Incidents Dashboard

In the main navigation, click Incidents. This is where all incidents for your organization are listed and managed.
2

Click 'New Incident'

Select New Incident to open the incident form.
3

Fill in the required fields

Every incident requires three fields:
  • Industry — the rental sector the incident occurred in (e.g., residential, vehicle, equipment)
  • Type — the category of incident (e.g., late payment, damage, violation)
  • Details — a description of what happened, including relevant amounts, dates, or supporting context
You also need the renter ID for the renter the incident is being filed against.
4

Submit the incident

Click Submit. The incident is saved immediately and begins influencing the renter’s risk score.
All four fields — renter ID, industry, type, and details — are required. The submission will not save if any of them are missing.

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How incidents affect risk scoring

Once an incident is logged, it flows into the renter’s risk score through two components:
  • Payment history (40% weight): Any rental with an outstanding balance (totalOwed > 0) reduces the payment history score. The more unpaid rentals relative to total rentals, the lower the score.
  • Asset condition (30% weight): Any rental with damage reported reduces the asset condition score. The more damage incidents relative to total rentals, the lower the score.
The score recalculates dynamically, so a newly logged incident is reflected the next time the renter’s score is requested.
Log incidents promptly after they occur. Delayed reporting means other operators who screen the renter in the interim may not see the full picture.

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AI Incident Assistant

When creating an incident, you can use the AI Incident Assistant to help you write the details field. The assistant can:
  • Auto-summarize the severity of the incident based on the type and context you provide
  • Suggest next steps (e.g., escalate to collections, initiate a dispute process)
  • Help you write a clear, factual description suitable for network reporting
The AI Incident Assistant does not submit the incident on your behalf — you review and confirm everything before it saves.

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Exporting incident data

You can export your organization’s incident records at any time from the Incidents Dashboard.
  • CSV export — structured data suitable for spreadsheets or internal reporting tools
  • PDF export — formatted report suitable for compliance records or legal proceedings
Click Export in the top-right corner of the Incidents Dashboard and select your preferred format.

Risk score

How incidents feed into payment history and asset condition scores

Disputes

How renters can challenge incidents they believe are inaccurate

Fraud detection

How cross-operator incident patterns power fraud signals

Renter screening

How incident history appears when you screen a renter