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Charging for Damage

When a customer returns gear with damage, you can record a charge amount in the return flow and send the customer a Stripe payment link in one step. EquipDash also creates a dispute-defense page with the damage photos, timestamp, item details, and any notes — giving you a clean paper trail if the customer disputes the charge.

Permission required

Sending a damage charge requires the Fulfillment permission. Staff without this permission can still complete returns and log condition reports — they just cannot record or send a charge amount.

Step 1 — Log the Damage at Return​

  1. Open the booking.
  2. Click the Return button in the booking header.
  3. In the return modal, click Add condition note below the damaged item.
  4. Select Poor or Damaged from the Condition dropdown.
  5. Add a note describing the damage.
  6. Upload at least one photo — required for Poor or Damaged ratings, and important evidence if a dispute arises later.
  7. Enter the Damage charge amount in the field that appears when condition is Poor or Damaged.
  8. Click Confirm Return.

EquipDash saves the condition report, photos, and the charge amount. The item is routed to the Workshop automatically if it is marked as Damaged.

Step 2 — Review and Send the Charge​

After confirming the return, a Send damage charge button appears on the booking detail page (visible to users with the Fulfillment permission). This is a deliberate review step — no charge is sent automatically.

  1. Review the damage photos and the charge amount on the booking detail page.
  2. Click Send damage charge.
  3. A confirmation dialog shows the charge amount and the customer's email address.
  4. Click Confirm to send.

EquipDash creates a Stripe payment link for the charge amount and emails and texts it to the customer. The message includes:

  • The charge amount and a brief description
  • A Pay now button linking to the Stripe-hosted payment page
  • A link to the dispute-defense page (see below)

The booking's condition report section shows the charge status: Pending, Sent, Paid, Waived, or Disputed.

The Dispute-Defense Page​

Every damage charge includes a link to a read-only page the customer can view. It shows:

  • The damage photos from the condition report
  • The date and time the return was processed
  • The item name and the staff note
  • The condition rating at pickup (if a pickup condition report was logged)

This page is accessible via a private, signed link — only someone with the link can view it. It is available to the customer for the lifetime of the booking so they can refer back to it, and it is also useful for you when raising a chargeback dispute with Stripe.

After the Customer Pays​

When the customer completes payment through the Stripe page, EquipDash updates the charge status to Paid automatically via the Stripe webhook. The booking timeline records the payment event.

A Stripe-level payment means the charge is a separate transaction, not a capture of the original security deposit. If the booking also has a security deposit, you can release or capture the deposit independently — see Security Deposits.

Waiving a Charge​

If you decide not to pursue the charge after sending it (for example, the customer arranges a different settlement), click Waive charge on the booking detail page. This updates the status to Waived and the customer's payment link will no longer be valid.

Frequently Asked Questions​

Can I send the charge without entering an amount at return time? No — the damage charge field must be filled in before confirming the return. If you completed the return without entering an amount, you can still add a condition report manually from the booking's Condition Reports section and record the charge there.

What if the customer disputes the charge with their bank? Share the dispute-defense page URL and the condition photos with your payment processor as evidence. The photos include timestamps and are hosted on EquipDash's servers for the life of the booking.

Can EquipDash send the charge automatically without staff review? No — EquipDash always requires a staff member to tap Send damage charge before anything is sent to the customer. This is intentional so no customer is ever billed without a human review.

Does the damage charge count toward the booking total? The charge appears as a separate line on the booking's payment history, not as an edit to the original booking price.

Personalizing the Wording​

You can reword the email your customer receives — the subject line, the opening message, and the closing message — to match your tone. Open Settings → Email templates, select the Damage Charge template, and edit the Subject, Intro Text, and Outro Text. Merge tags like {customer_name}, {booking_reference}, and {charge_amount} insert the live details. The charge amount and Pay now button are added automatically. See Customizing Email Templates for the full walkthrough.