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Needs service at check-in

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When a unit comes back damaged, dirty or not working, you send it to maintenance in the same step as the check-in. There is no second screen and no second save: the unit comes back In maintenance, never Available first, so nobody can rent it out in between.

Needs service on the Return screen #

  1. Go to Rentals › Return and open the booking that is coming back (or tick several bookings for a bulk return).
  2. Turn on Needs service on the line of the item that needs work.
  3. With serial numbers, tick the units that need service. Units you leave unticked are returned as usual. Without serial numbers, enter how many units need service.
  4. Pick the Problem from your problem list and add a Note if it helps the technician (for example “cracked lance”).
  5. Click Add photo to attach photos of the damage. They go on the ticket as check-in photos.
  6. Leave Keep out of stock until fixed on (the default comes from the settings), and tick Customer may be charged if the customer caused the damage.
  7. Return the booking as usual.
The Return screen with an electric mountain bike booking open (units EB-02 and EB-08, with their check-in questions), Needs service switched on, unit EB-02 ticked, the problem Damaged, the note Rear derailleur hanger bent, one photo added, and Keep out of stock until fixed and Customer may be charged ticked
(1) The Needs service switch on the item's line. (2) The units that need service. (3) The problem and a note for the technician. (4) Photos of the damage. (5) Keep it out of stock, and mark that the customer may be charged.

The return opens a ticket at once, with a High priority, linked to the booking and its order. The return’s notice names the ticket (for example “MT-1042 opened for PW-04”), and the managers get the email “New ticket from a check-in” (you can switch it off under Maintenance › Settings › Check-in tickets).

If a unit is already on an open ticket, no second ticket is opened: the check-in is added to that ticket’s timeline.

What the customer sees #

Nothing changes for the customer at check-in. If you ticked Customer may be charged, you decide on the ticket later whether to charge them: see Damage charges. While that is undecided, a held security deposit is not refunded automatically.

Other ways in #

  • Scans and the REST return. A scan on the Return screen picks the row, so Needs service works the same way. The REST return takes a maintenance field: see Settings, emails and developer notes.
  • Send to maintenance on a serial. On a serial’s page in Rentals › Serials, Send to maintenance opens a new ticket for that unit (or the ticket it is already on).
  • Send to maintenance on an order. On the order screen, under a rental line whose units came back, Send to maintenance opens New ticket with the rental’s order and customer kept on the ticket and Customer may be charged ticked.
  • By hand. New ticket on the board, for a unit at your shop or a service you plan.
  • A customer report from My Account: see Customer problem reports.
  • A failed checklist at check-out or check-in: see Checklists and the check-out guard.
The page of serial SL-02, a scissor lift with the status Damaged, with the Send to maintenance button at the top
Send to maintenance on a serial's page.

Units marked Damaged by hand #

A serial you set to Damaged by hand is not off the calendar until a ticket holds it. The board lists such units as Marked damaged, no ticket, with Open ticket, so none is forgotten.

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