With the Order Return Request, you can manage & return your orders seamlessly. Return equipment quickly and efficiently in OnRent. View equipment status, track progress of returns, capture signatures with location data and make quick changes on the go from one central rental solution.
The return request means when your customer requests equipment collection, you can select Return Request to begin the process for off renting the equipment. It also means that equipment Return Requested will be removed from invoicing until you finally confirm that the equipment has been returned.
Get Started
When your customer requests equipment to be returned on the order and you're ready to schedule your collection, simply select Action > Return Request 👇
You can choose when this takes place in the Return Request field, when it should be charged up to in the Charging End Date field and assign to one of your drivers in the Driver field.
Once you have accepted the return request, this will display a return note (collection document) ready for your driver to get either a digital signature on the road or print and get a signed copy.
There is an option within a user role which allows you to decide whether the Returns Note appears to screen when you create a return request - it might be handy for the document to appear at that point, in order to e-mail it to the customer as proof of return request or if the customer is in front of you at this point - the likelihood is though that the document will be signed by a customer later.
However if you don't need it to do this and you want to preview / get it signed off later when you decide, you can reprint it from the Order > Movements tab or from the Movements menu.
Note: Creating a Return Request will not mark the items as available again until the equipment has actually been returned.
When the driver is ready to pick up the equipment, go to order > movements > Return request movement.
Note: If you need to cancel the Return Request, then you can click the Cancel link on the Movement which will mark this as Cancelled and return the items to the On Rent status. You can also cancel individual items using the Action dropdown. If you need to make any changes, such as moving the collection date then click View > Edit > Change the date on the movement.
If your driver is digitally signing to finalise the return, simply select Print, this will reprint the return note ready to be signed, select sign in the top right hand corner. This will take you to the Order Return Request screen where you can:
Capture a signature & printed name
Make any item adjustments
Mark any equipment as damaged or lost
Confirm returned quantities
Add any pictures or documents
Once you have selected sign, the equipment will automatically update to a returned status and book in the equipment off rent.
Note: if you are manually signing, you can select confirm on the movement and this will also mark the equipment as returned and change the equipment to off rent. This will also print a return note, that can be disregarded if there is a manually signed document already.
You can cancel items on a return request, this will revert the equipment back to On Rent, whereby you can schedule for re-collection.
Note: If a bulk item has been fully return requested then the status of the item will show as Return Request, otherwise the status of the item will remain at On Rent. From the order you can see which items have been returned, return requested or are still on rent as well as tracking these quantities for each item. See example below:
What if a customer changes their mind about the collection?
If you want to cancel a return request, you can simply cancel the movement, the items statuses will revert to On Rent.
If you want to change the proposed collection date for all items on a movement, simply edit the movement and change the Return Request date. The new Return Request date will save and the proposed collection date will change for all of the items on that movement.
For a further insight into what’s currently at the Return Request stage then you can create a custom view for Movements where the Type is Return Request.
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