Check-In & Check-Out - Process Arrivals and Returns

Check-in and check-out are the crucial moments when you interact with customers face-to-face. A smooth process sets the tone for their experience and protects your business.

Check-In Process

Before Customer Arrives

Prepare by: - Reviewing today's reservations - Checking equipment readiness - Noting any special requests - Having paperwork ready

When Customer Arrives

Step 1: Find the Booking

1. Ask for name or confirmation number
2. Search in dashboard
3. Open the booking details

Or use Today's Check-Ins view for quick access.

Step 2: Verify Customer

• Check photo ID
• Confirm matches booking name
• Verify they meet requirements (age, license)

Step 3: Collect Balance Due

If deposit was collected: 1. Review balance owed 2. Process payment 3. Get receipt/confirmation

If paying in full now: 1. Process full payment 2. Complete transaction

Step 4: Complete Waivers

Ensure signed: - Liability waiver - Rental agreement - Safety acknowledgment

If using digital waivers (Smartwaiver): - Verify completed in system - Or have them complete now

Step 5: Safety Briefing

Cover: - Equipment operation - Safety rules - What to do in emergency - Contact information - Return time and location

Step 6: Collect On-Site Add-Ons

If the customer wants to add extras at the counter (cooler, tube, life jacket, etc.), you can record them during check-in. Add-ons configured as "Collect on-site at check-in" appear in this step.

• Select the add-ons the customer wants
• Record the collection (cash, POS, etc.)
• These are added to the booking record

Note: Add-on charge timing is configurable per add-on. Some add-ons are charged online at checkout, others at check-in, and others at return. Configure this at Account → Addons when editing each add-on.

Step 7: Document Condition

Before releasing: - Note fuel level - Take photos if needed - Document any existing condition issues - Have customer acknowledge

Step 8: Complete Check-In

Click Complete Check-In on the booking.

What happens: - Status changes to "Rented" - Check-in time recorded - Equipment marked as out - You're recorded as check-in staff - Balance is collected (if applicable)

Tips for Smooth Check-Ins

• Be organized and efficient
• Have equipment ready and clean
• Explain everything clearly
• Be friendly but thorough

Check-Out Process

When equipment returns, it's a two-step process: Return then Complete.

Step 1: Mark as Returned

When customer brings equipment back:

1. Find the booking (or use active rentals view)
2. Click Return button
3. Note return time

Customer can leave at this point if everything looks okay.

Step 2: Inspect Equipment

After customer leaves, inspect thoroughly:

Check: - Overall condition - Any new damage - Fuel level - Cleanliness - All included items returned

Document: - Take post-rental photos - Note any issues found - Calculate charges if needed

Step 3: Process Additional Charges

If there are charges to add:

Fuel charges: - Calculate fuel used - Add fuel charge to booking

Damage charges: - Document the damage - Estimate repair cost - Add charge to booking - Charge card on file

Other charges: - Late return fee - Cleaning fee - Missing items

Step 4: Complete the Booking

Once inspection is done:

1. Click Complete on the booking
2. Status changes to "Completed"
3. Booking is closed
4. Final receipt can be sent

Why Two Steps?

Return → Complete separation allows:

• Customer doesn't wait for inspection
• Thorough inspection without pressure
• Time to calculate charges
• Better damage documentation

Handling Common Situations

Equipment Problem at Pickup or Mid-Rental

Dead battery, engine won't start, equipment failure — don't make the customer wait:

1. Open the cart and click Modify
2. Click Swap Unit on the booking and pick an available replacement
3. Choose Keep original price — the customer pays exactly what they were quoted
4. Finalize, then check them in (or continue the rental) on the new unit

Any staff member can swap before or during the rental. Afterward, put the broken unit in maintenance mode so it can't be booked.

See Unit Swaps for pricing options and rules.

Late Returns

When customer returns late:

1. Document the actual return time
2. Calculate late fee (if applicable)
3. Process additional charge
4. Note in booking comments

Damage Found

When you find damage:

1. Document with photos
2. Estimate repair cost
3. Charge card on file
4. Notify customer
5. Complete with charge recorded

Missing Items

If items are missing:

1. Contact customer immediately
2. Give chance to return
3. Charge replacement cost
4. Document in booking

Customer Disputes Damage

If customer disagrees:

1. Show before/after photos
2. Review check-in documentation
3. Be fair in assessment
4. Escalate if needed

Dashboard Views

Today's Check-Ins

Shows reservations checking in today: - Customer name - Pickup time - Equipment - Balance due

Active Rentals

Shows currently rented equipment: - Who has what - Return time - Overdue indicator

Returns Due Today

Shows rentals returning today: - Customer name - Expected time - Equipment out

Tips for Staff

At Check-In

• Be welcoming
• Explain things clearly
• Don't rush safety briefing
• Document, document, document

At Check-Out

• Thank them for their business
• Ask how it went
• Inspect thoroughly
• Process quickly if no issues

Communication

• Call if running late
• Text return reminders
• Follow up on issues
• Collect feedback

Troubleshooting

Can't find booking

- Try different search (name, phone, email)

- Check date filter

- Verify spelling

Check-in button not working

- Verify booking status is "Reserved"

- Check for required balance payment

- Ensure waivers are complete

Can't complete booking

- Must be marked "Returned" first

- Check for pending charges

- Verify user permissions

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Related Articles: - Booking Basics - Understanding Booking Status - Changing a Booking - Booking Problems