Order Return Request

When a customer is ready to return equipment, the Order Return Request gives you a structured way to manage the collection from start to finish. You can schedule the pickup, assign a driver, capture a signature on collection, and confirm the equipment off rent, all without leaving the system.

Importantly, Return Requested items are removed from invoicing automatically until the return is physically confirmed, so your billing stays accurate throughout.

When your customer requests a collection, open the Order and select Actions > Return Request.

You will be prompted to fill in three fields before confirming:

Once accepted, a Return Note (collection document) is generated and ready for your driver. You have two options depending on your workflow:

⭐ Quick Tip: There is a setting within user roles that controls whether the Return Note appears on screen automatically when a Return Request is created. This can be useful if you want to email it to the customer as proof of the request. If you prefer to handle it later, you can reprint it at any time from Order > Movements or the Movements menu.

⚠️ Creating a Return Request does not make items available again until the equipment has been physically returned and confirmed.

When you have used return request you get the option to use book in details by clicking the 3 dots > booking details
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Once done and if you need to make more changes you can come back to here and input the new amounts.

When the driver is ready to collect, navigate to Order > Movements and open the Return Request movement.

⚠️ If you need to cancel the Return Request, click the Cancel link on the movement. This marks it as Cancelled and returns the items to On Rent status. Individual items can also be cancelled using the Action dropdown. To change the collection date, click View > Edit and update the date on the movement.

If you are using a paper Return Note, select Confirm on the movement. This marks the equipment as Returned and takes it off rent. A Return Note will also print at this point, which can be disregarded if a manually signed copy already exists.

If a customer changes their mind, you can cancel individual items directly from the Return Request. This reverts them back to On Rent status so you can schedule redelivery or a new collection when ready.

To cancel the entire Return Request, cancel the movement and all items will revert to On Rent.

To move the collection date for all items on a movement, click View > Edit on the movement and update the Return Request date. The new date will apply to all items on that movement at once.

From the Order you can see at a glance which items have been returned, are Return Requested, or are still On Rent, including tracked quantities for each item.

⭐ Quick Tip: For a live view of everything currently at Return Request stage, create a custom view for Movements where the Type is set to Return Request.

The Order Return Request gives you full control over the collection process, from the moment a customer gets in touch through to equipment confirmed off rent. With driver assignment, digital signatures, and automatic billing adjustments all built in, collections are handled cleanly every time.

💬 Need help? Click the blue help bubble in the bottom right corner of your screen to start a conversation with our support team.