How to handle the deposit and documents for a booking
Everything that isn't handover or return is done from the booking card: documents, photo records, and the decision on the deposit.
How to decide on the deposit
- Open the return and calculate any extra charges.
- In the same window, decide what to do with the deposit: refund it in full, keep part of it, or postpone the refund.
- If you keep part of it, record the deduction against a specific extra charge, not with the “No refund” option.
- To deduct an extra charge automatically, select the same payment method for the charge and the deposit refund.
- Check the refund amount and complete the return.
Documents
Documents are generated from templates and downloaded ready to use. E-signing is connected through a separate integration — DocuSeal: the contract is sent to the client for signature from the booking card, and the document list shows the signing status.
Inspection photos
Photos of the vehicle's condition are attached to the booking — at handover and at return.
You can attach photos and videos to inspections and damage records: up to 50 MiB per photo and 300 MiB per video. Mark damage locations on the diagram at handover and return.
If a file is rejected because of its size or type, it is not added. The system lists the rejected filenames with “Not added (limit exceeded or unsupported type)”. This differs from a failure to save a photo that was already added: the system shows The photo was not saved — press “Retry”. Click “Retry” next to that photo.
Uploads retry automatically after a temporary failure. If the error remains, try uploading again. You can open photos and videos full screen and browse with the arrows. A file icon instead of a thumbnail means the browser could not display a preview, not that the file was lost. Open it to see the “Download” action.
Important
You can upload photos to an active booking, including before handover, or to a completed booking.
Tip
Photos settle damage disputes better than marks on a diagram: the diagram says “scratch on the left,” the photo shows exactly what kind and when.
Three ways to handle the deposit
At return, the deposit doesn't have to be refunded in full. There are three options, and mixing them up is costly.
| Option | What happens | When appropriate |
|---|---|---|
| Refund in full | The deposit goes back to the client | No claims |
| Keep part | Extra charges are deducted from the deposit, the rest is refunded | There are specific extra charges |
| No refund | The whole deposit stays in the cash desk | Last resort |
For a regular held deposit (money already received, rather than frozen on a card), first refund the client and record the payout in the payments. Then click “Deposit returned” on the card. This button only closes the hold and removes the booking from the “Deposit” list. It does not issue a refund or record a payment. Only staff can close the hold, and this cannot be undone.
“No refund” is not the same as a deduction
The “No refund” option leaves the deposit in the cash desk as an overpayment on the booking. It doesn't explain what was withheld for, and in reports it looks not like a client charge but like surplus money.
If you are withholding for a specific violation, record it as a deduction for an extra charge, even when the amount equals the whole deposit. Six months later, the question “why wasn't the client's deposit refunded” should have an answer in the system, not in an employee's memory.
Deductions are limited by payment method
An extra charge is automatically deducted from the refund if its payment method matches the method selected for the deposit refund. The original deposit payment method is not part of this comparison. If the methods differ, collect the extra charge separately.
How to refund the deposit later
This is done when you are waiting for fines: part of the deposit is returned right away, and the rest is held until things are cleared up.
In the interface this is called “Partial deposit refund”.
Once — set the period
- Open the company settings.
- Find “Number of days after which deposit will be refunded”.
- Enter after how many days the remainder must be refunded.
In the company profile, you can enable “Remind to return the withheld deposit” and set the reminder text. Set a holding period to enable it. When the period ends, branch staff receive one reminder in the notification bell and through the configured channels — Telegram, email, and push. The reminder works for regular held deposits in all countries.
Important
The setting is shared by all bookings; it can't be set for each one separately. A zero period does not require a full refund: you can select a partial refund manually regardless of this period.
At return — hold back the remainder
- Start the vehicle return.
- Turn on the “Partial deposit refund” toggle.
- In the field that appears, enter the amount you are giving the client now, not counting extra charges.
- Complete the return.
Enter the amount given back, not the amount held
This is a common mistake. The field takes what the client receives in hand right now; the system holds the remainder itself.
The deposit amount in the booking itself doesn't change — the amount held is shown separately rather than subtracted from the original amount.
Tip
The toggle is unavailable if “No refund” for the deposit is turned on: these are mutually exclusive decisions. Turn off the latter first.
Then — don't forget to refund
A booking with a held deposit leaves the general inactive list for a separate “Refunds of deposits” section. Looking for it among the other returned rentals is pointless — it isn't there.
You can view such bookings in two places:
| Where | What it shows |
|---|---|
| Bookings list, “Inactive” scope, “Refunds of deposits” section | A table with export: number, vehicle, client, dates, payment status, deposit balance, person responsible |
| The “Refunds of deposits” widget on the home page | A short list: number, vehicle, end date, person responsible |
Where to see the amount
The bookings list shows the amount in the “Balance” column. The home page widget does not show the amount — open the list or the booking card.
Tip
The widget is short and suited to a daily glance; the section in the list is for working through cases, because it has amounts and spreadsheet export.
A partial refund is more honest than “No refund”: the client knows when they'll get their money, and the company doesn't forget its obligation.
Problem client
If a rental went badly, you can change the client category from the card. There are five categories: “New”, “Loyal”, “Regular”, “Problematic”, and “Very Problematic”.
The category is visible the next time this client gets in touch — including to another employee who doesn't remember them.
Tip
The point of a category isn't punishment but passing knowledge between shifts. A “Problematic” mark with an explanation is more useful than a verbal “there were problems with this one, but I don't remember what.”
Archiving
Completed rentals should be archived: the archive declutters the working lists. An archived booking isn't lost and can be brought back if needed.
Important
Archiving and deletion are different things. The first is reversible, the second is not, and it leaves payments in the cash desk without a link to the rental.