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Booking Fulfillment

Fulfillment is the process of getting items into your customer's hands and back again. For rental bookings, this means managing pickups and returns. For experience bookings, it means checking participants in.

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Before the handover, the booking's Gear tab shows everything to pull off the shelf for it — across every date, with the site each item comes from — and prints as a tick-off sheet.

Rental Fulfillment Flow​

A rental booking follows this fulfillment path:

Confirmed --> Picked Up --> Returned

Marking Items as Picked Up​

When a customer arrives to collect their rental:

  1. Open the booking from the bookings table.
  2. Click the Pick up primary button in the top-right of the booking detail page header (it sits next to the Actions ▾ dropdown).
  3. The pickup modal shows all items in the booking. By default, all items are selected.
  4. If the customer is only picking up some items (partial pickup), uncheck the items they are not taking.
  5. If you use barcodes, you can scan each item's barcode to confirm it.
  6. Review the selected items and click Confirm Pickup.

The booking status changes to Picked Up and the pickup time is recorded.

The pickup modal with a list of booking items, checkboxes next to each, and a Confirm Pickup button at the bottom.

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For safety-critical gear (boats, jet-skis, scuba, e-bikes), you can require staff to complete a checklist before an item can be picked up. See Booking Checklists.

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On a multi-participant rental (e.g. a family hiring several items on one booking), assign each item to a participant on the booking detail page first — see Assigning Items to Participants. The packing slip (Actions ▾ → Download Packing Slip) then lists the assigned participant beside each item, so your counter staff hand the right gear to the right person.

Logging Item Condition at Pickup​

You can optionally record the condition of each inventory-tracked item during pickup. This documents pre-existing wear or damage before the customer takes the item, protecting your business in case of disputes.

  1. In the pickup modal, click Add condition note (optional) below any item.
  2. Select a Condition rating from the dropdown: Excellent, Good, Fair, Poor, or Damaged.
  3. Add any notes describing the condition (optional).
  4. Upload up to 5 photos as visual evidence (optional, but required if condition is Poor or Damaged).
  5. Click Confirm Pickup to complete the pickup with the condition report attached.

Condition logging is entirely optional on pickup. You can skip it for any or all items.

The pickup modal with the condition section expanded, showing the condition dropdown, notes field, and photo upload area.

Inventory Assignment​

During pickup, EquipDash assigns specific inventory units to the booking. If you have multiple units of the same product (e.g. 10 kayaks), the system selects available units automatically. You can also manually reassign inventory units if needed:

  1. In the pickup modal, click the Change link next to an item's assigned inventory unit.
  2. Search for or select a different available unit.
  3. Confirm the change.

Marking Items as Returned​

When the customer brings items back:

  1. Open the booking.
  2. Click the Return primary button in the header (it replaces the Pick up button once items have been collected).
  3. The return modal shows all picked-up items. By default, all are selected.
  4. If the customer is only returning some items, uncheck the ones still out.
  5. Scan barcodes if applicable.
  6. Review and click Confirm Return.

The booking status changes to Returned and the return time is recorded.

Logging Item Condition at Return​

You can log the condition of each item as it comes back. This is how you catch new damage and trigger automatic workshop routing for damaged items.

  1. In the return modal, click Add condition note (optional) below any item.
  2. Select a Condition rating. If you select Damaged, a warning appears: "This item will be sent to Workshop automatically."
  3. Add notes describing any damage or issues.
  4. Upload photos -- at least one photo is required if the condition is Poor or Damaged.
  5. Click Confirm Return.

If an item is returned as Damaged, it is automatically sent to the workshop with the reason "Returned Damaged." The item is removed from available inventory until the workshop job is completed.

The return modal with the condition section showing a Damaged rating, the workshop warning banner, and the photo requirement message.

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Your admin can make condition reporting mandatory on return. Go to Settings > Rentals and enable Require condition report on return. When enabled, staff must select a condition for every inventory-tracked item before confirming a return.

Viewing Condition Reports on a Booking​

After condition reports are logged, they appear in a Condition Reports section on the booking detail page, grouped by pickup and return. Each report shows the item name, condition badge, notes, and photo thumbnails. Click any photo to view it full-size.

The Condition Reports section on a booking detail page, showing pickup and return reports with condition badges and notes.

Reports the customer sent in​

On the Growth and Pro plans you can ask customers to take the pickup photos themselves, on their own phone, before they collect. Those reports land in the same Condition Reports section, carrying a violet Customer badge under a "by Customer" heading, so you can always tell who logged what.

The Condition Reports section showing customer-submitted reports, each with a Customer badge.

A customer submitting at pickup marks those items Picked Up — that's contactless pickup, no counter visit needed. A customer submitting at return changes nothing; your team confirms the return exactly as above. The staff path always stays available either way. See Customer Condition Photos.

Partial Pickup and Return​

EquipDash supports partial fulfillment:

  • Partial pickup -- the customer takes some items now and comes back for the rest later. The booking stays in Picked Up status and tracks which items have been collected.
  • Partial return -- the customer returns some items but keeps others. You can process the return for just the items handed back.

The booking detail page shows a status summary for each item, so you always know which items are out and which are back.

Undoing a Pickup or a Return​

Pressed the wrong button, or marked the wrong booking? You can put a booking back a step without editing it or starting over.

Undoing a Pickup​

Use this when a booking was marked as picked up but the items never left the shop.

  1. Open the booking.
  2. Click Actions ▾ in the top-right of the booking detail page.
  3. Click Undo pickup.
  4. Read the confirmation -- it tells you how many items will move -- then click Undo pickup to go ahead, or Cancel to leave the booking as it is.

The booking goes back to Confirmed and the items show as in the shop again.

The Actions menu open on a picked-up booking, with the Undo pickup option outlined.

The confirmation tells you exactly what will change before anything happens, including anything you need to know about first.

The Undo pickup confirmation, showing how many items will move, that payments are not affected, and a note that the customer may get a reminder.

Undoing a Return​

Use this when items were marked as returned but they are actually still with the customer.

  1. Open the booking.
  2. Click Actions ▾ in the top-right of the booking detail page.
  3. Click Undo return.
  4. Read the confirmation, then click Undo return to go ahead, or Cancel to leave the booking as it is.

The booking goes back to Picked Up and the items show as out with the customer again. The original pickup time is kept, so nothing about the handover is lost.

Undo return appears as soon as any item is back, so if one item was scanned in by mistake during a partial return, you can undo it without touching the rest of the booking.

What an Undo Does Not Change​

  • Payments are never affected. An undo does not charge, refund, or release anything.
  • Cleaning and repair jobs stay open. If an item was sent to the workshop on its way back, that job stays open, and the item cannot be handed out again until the work is finished. The confirmation names any items this applies to.
  • The customer may get a reminder. If the booking's pickup time has already passed, undoing the pickup can mean the customer is reminded that their items are waiting. The confirmation tells you when that will happen.

Every undo is written to the booking's History tab, showing who did it and when -- see Booking Notes & History.

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Undoing needs the same permission as doing pickups and returns, so staff without it do not see the options at all. Service and workshop bookings do not have them -- those follow their own drop-off and collection steps.

On the Mobile App​

The same undo is in the EquipDash mobile app. Open the booking, stay on the Details tab and scroll to Pickup and Return, then tap Undo pickup or Undo return. Unlike marking a pickup or a return, an undo needs a connection -- it cannot be saved up and sent later while you are working offline.

Experience Check-In​

For experience bookings, the fulfillment process is simpler:

  1. Open the experience booking.
  2. Click the Check in primary button in the header when the customer or participants arrive.
  3. The booking status changes to Checked In.

You can also click Mark as completed to mark the experience as finished.

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You can require staff to complete a readiness checklist before an experience can be checked in — for example "life jackets aboard" or "safety brief given". It opens automatically from the Check in action on both the booking detail page and the manifest. See Booking Checklists.

Experience bookings are automatically marked as Completed one day after the scheduled end time.

An experience booking detail page showing the Check in and Complete buttons in the top-right corner.

Late Pickups​

If a customer has not picked up their items by the scheduled pickup time, the booking is flagged as overdue. You will see:

  • A Late Pickup warning banner at the top of the booking detail page (e.g. "This booking is overdue for pickup. Scheduled pickup time was 9:00am - February 25th 2026").
  • A Late Pickup warning badge on the booking in the bookings table.
  • An overdue notification sent to your team (if enabled in notification settings).

Late Returns​

If a rental is not returned by the scheduled return time:

  • The booking is flagged as overdue for return.
  • An overdue notification is sent to your team.
  • You can track all overdue returns from the bookings table by filtering for Picked Up status and sorting by end date.

Security Deposits and Returns​

If the booking has a security deposit, the return is a good time to:

  • Release the deposit if everything is in good condition.
  • Capture the deposit (fully or partially) if there is damage or loss.