Rental orders: accept, dispatch, check in returns and settle deposits

How an order arrives

Renters fill a cart with your items, choose their days and delivery or pickup, and give a phone or email. No account is needed. An instant order holds the items for 15 minutes while they pay. If any item is on request, the whole order is a request, and the items are held until you decide.

Decide on a request

Requests wait in Rental orders under To decide. Open one and choose:

• Accept: the renter is told and has 48 hours to pay, and never past the first day.
• Send a quote: your own rental, delivery and deposit amounts, with what the price covers. The renter pays the quote.
• Decline: with a reason the renter reads.

Delivery times hold the stock

On a confirmed order, set the delivery and pickup times; the renter is told when you save them. The items are held from the day they go out to the day they're due back, plus each item's days between rentals, so a delivery the day before or a pickup the day after holds them those days too. Every item in a kit moves together.

If the new times need items another rental already holds, Durbar says which rental and how many are free, and doesn't save. Choose other times, or choose Save anyway if you'll sort it out with the other renter. Saving anyway is recorded, and both rentals show a warning until the clash is gone.

The run sheet

Run sheet lists one day's stops in time order with the address, the items and a phone to call, and prints for the driver. Choose a day from the tabs, or any date in Go to a day. Rentals past the day they were due back are listed first under Overdue, and a stop on a past day that never happened is marked Overdue, not To do.

Find any order

All orders, at the foot of Rental orders, holds every order, newest rental first. Search by the renter's name, phone or email, or the reference; filter by Status, Rental dates, or Due back: Overdue. The count is every order that matches, whichever page you're on, and the filters stay in the address, so you can bookmark or share the view.

If you also run spaces, the Calendar under Spaces shows your rentals going out and coming back beside every space's bookings.

Dispatch

1. 1When the equipment leaves, open the order and find Dispatch and returns.
2. 2Everything the rental holds is listed as going out. If some stays behind, choose Change counts and lower it.
3. 3Add 1 to 12 photos of its condition, then choose Dispatch everything. The renter is told.

Check in returns

1. 1When it comes back, open the order. Under Check in returns, every item still out is counted as Sound.
2. 2If everything is fine, choose Check in everything. That's all.
3. 3If some are broken, raise Damaged; if some didn't come back, raise Missing. Sound goes down to match. Say what's wrong in Notes, and add a photo of any damage.
4. 4If some are still on their way, lower Sound: the rest stay out, and you check them in when they arrive.

Damaged items go into repair and missing ones are held back. Neither can be booked until you release them from the item's page. Once everything is accounted for, the rental is finished and your claim window opens.

Overdue returns

A rental past the day it was due back and not all checked in is Overdue: under Overdue in Rental orders, at the top of the run sheet, and on the order itself, with what's still out and a phone to call. What's still out can't be booked. If that leaves a later rental short, both orders say which one and by how many, so you can chase the return, free stock up, or tell the renter in time. With the assistant pilot on, the order at risk offers Find alternatives: a later delivery your stock allows, your own items of the same kind, part now and the rest later, or another vendor on Durbar with stock free those days.

Orders from before Durbar counted stock are never guessed at. One that's out now asks you to Count what went out before you check it in. One that came back damaged asks you to check the item and Mark as checked.

Settle the deposit

After check-in, the order waits under Deposits to settle. Choose Release all, Keep part of it or Keep all. Keeping any of it needs a reason the renter reads, and is only possible within your claim window. What you don't keep goes back to the MoMo wallet or card they paid with. If the window closes without a decision, the whole deposit is released for you.

A renter who disagrees can answer once from their order page. Their answer opens a support case with a number both of you see, and your team is notified. Durbar support owns the case and answers within two working days; if they ask you for evidence (your check-out and check-in photos, a repair receipt), it's in Actions with its deadline. Their decision can give the renter back all or part of what you kept, as a refund from your account that the case shows until it's sent. See Cases and disputes.

Cancelling and refunds

• A renter can cancel a request or an unpaid order themselves. To cancel a paid order, they contact you.
• You can cancel any order before it's checked out. The renter gets everything back, deposit included. If it was paid online, that needs someone who can issue refunds, confirmed with a passkey.
• If a payment arrives after the hold ended and the items have gone, the renter is refunded in full automatically.

Rentals for an event

An organizer can choose Rent equipment for this event on their event's page. The marketplace opens with the event's dates and town filled in, and the orders are listed on the event.

Earnings shows your rentals, what you earned after fees, deposits kept and held, how busy each item was, and your top earners.