How to Manage Returns?

Use the Rentals In tab in the Operations Hub to check equipment back into the warehouse when customers return it. Every order with rental items still out shows up here.

How It Works

Find the order in the Rentals In list, open its return drawer, tick the units being handed back, clear any post-return inspections, and confirm. The order status updates on its own — Partially Received if items are still out, or fully received once everything is back.

Find the Order

Go to Bookings → Operations Hub in the top menu and click the Rentals In tab.

Each row shows the Order #, Items, Customer, Scheduled Date (when it’s due back), an Overdue badge (for example 9 days), the Return Mode, and the Status.

Use the Search box to find the order by order number, customer name, or phone, and narrow the list with the same pills as Rentals Out — All, Overdue, Today, Tomorrow, Next 7 days, This month — or a Custom date. Orders with a red border are overdue; prioritize those.

Statuses you’ll see here: Rented Out means nothing has come back yet. Partially Received means some items are back but more are still outstanding.

Open the Return Drawer

Click the chevron (›) at the end of the order’s row. The return drawer slides in from the right, with the order number, customer, rental dates and current status in the header.

Set the Return Details

  • Return Mode — a badge shows Collection (your team collects the gear) or Self Drop (the customer brings it back). This comes from the order.
  • Received By — the name of the person receiving the goods.
  • Return Date — defaults to Now. If the gear actually came back earlier, click Returned earlier? and set the real date and time.
  • Collection Delivery Agent (optional) — the agent who collected the gear. Shown only for Collection returns.

Select Items Being Returned

The Items to Receive section lists every unit still out on the order:

  • For regular and kit assets, tick the box next to each unit coming back, or use Select All. Each unit shows its asset tag and inspection status.
  • For bulk assets, use the − and + controls to record how many units are coming back.

If an asset is priced by usage, an End reading field appears once you select it — enter the meter’s current value so usage can be billed. It’s mandatory when meter readings are required for your organization or customer.

If a swap was arranged on the order, the unit being swapped back appears as its own row.

Handle Post-Return Inspections

When units need a post-return inspection, an Inspection Report section lists each one with its status — for example Pending — Awaiting post-return inspection (Quick Inspection), or the result once it’s done.

If any selected item still has a pending inspection and your organization enforces inspections, the confirm button stays locked. Complete the inspection (from the Inspections area or the mobile app), or use Skip Inspection & Return:

  1. Click Skip Inspection & Return.
  2. Choose a Reason — Minor damage — will note separately, Customer dispute / time-sensitive return, Inspected offline, Customer waiver, or Other — and add optional notes.
  3. Click Confirm Skip & Return.

The reason is saved to the audit log.

Add Charges for Damage or Late Return (optional)

Open Additional Charges at the bottom of the drawer and click + Add to record damage, late fees, or other dues against the order while you’re checking it in. You can confirm the return without adding any. See Adding Additional Charges to an Order.

Mark as Recovered (only when needed)

A normal return needs nothing extra. If the units were taken back from the customer rather than returned normally, click Mark as recovered at the top of the drawer before confirming — the confirm button turns red and reads Mark Recovered.

The flag applies only to the items you’ve selected. For a mixed return, receive the recovered items first, then receive the rest as a normal return.

Confirm the Return

Click Mark Received at the bottom of the drawer. Once you’ve ticked items it shows the count (for example Mark 2 Received), and if you set an earlier return date it adds that date too. When the batch includes a swap, it reads Mark Swap(s) Received or Mark Received (incl. swap).

What Happens Next

After you confirm:

  • Returned items are recorded against the order.
  • The order status changes to Partially Received if more items are still out, or is fully received once everything is back.
  • Any additional charges you added are recorded on the order.
  • Items that failed inspection can be routed to maintenance.

Full-Screen Return View

Opening an overdue return from the dashboard’s Overdue returns alert takes you to a full-screen return page instead of the drawer. It’s the same workflow in a two-panel layout: assets on the left (with Select All and Start Inspection on each card), inspection details on the right. The confirm button there reads Return N Item(s) — or Recover N Item(s) when Mark as recovered is on.

You’re All Set!

You’ve checked equipment back in from the Operations Hub. For a partial return, reopen the order later and repeat the same steps for the remaining units.

Permissions: Viewing the queue needs Operations (read) access; receiving items, skipping inspections and adding charges need Operations (write).