What this helps you do
Finish a rental or deposit safely while keeping an exact record of item condition, customer charges, inventory changes, and returned money.
Before you start
Open the booking and confirm its current rental and deposit status. Count the returned items, inspect them, and collect clear photos before entering a damage or loss charge. Refund actions require order-refund permission.
Steps
- Mark a physical rental handed over only after the customer receives it.
- When it comes back, open Record return.
- Classify every item as Good, Damaged, or Lost.
- Add an allowed damage or loss amount, notes, and photos when needed.
- Save the inspection and review the inventory and refund result.
- For a completed non-physical booking with a held deposit, use Settle security deposit instead.
Hand over a physical rental
Open the confirmed booking and select Mark handed over only after the stated quantity has actually been given to the customer. A handed-over rental can no longer use the normal cancellation action; it must move through return and inspection.
Record the return
- Select Record return.
- Split every handed-over item between Good, Damaged, and Lost.
- Enter a Damage or loss amount only when something is damaged or lost.
- Add clear inspection notes.
- Add optional inspection photos from your media library.
- Select Save inspection.
Good + Damaged + Lost must equal the quantity handed over. Upstorr quarantines damaged stock and removes lost stock from inventory. The charge cannot be higher than the frozen replacement value of the affected items. You may attach up to 10 inspection photos.
How the deposit is settled
Upstorr applies the held security deposit to the assessed charge first, then returns the unused balance. If the charge is larger than the deposit, the remaining amount stays due as a damage claim. You can create a secure payment link for that amount; Upstorr then tries to email it to the customer.
Example
A ₹2,000 deposit is held. One returned item has an allowed ₹600 damage charge. Upstorr applies ₹600 to the claim and refunds ₹1,400. If the allowed charge were ₹2,500, it would apply the ₹2,000 deposit and leave ₹500 due.
Settle a deposit for a non-physical booking
After an eligible non-physical booking is completed, select Settle security deposit.
- Assessed charge: enter 0 to return the held deposit in full. Otherwise enter the amount the customer owes, with no more than two decimal places.
- Reason: required when the charge is greater than 0. Explain it plainly to the customer.
- Evidence: optional photos stored with the settlement. You may attach up to 20.
Staff need both booking-management and order-refund permission to settle and return deposit money.
Understand the deposit card
- Required: the original deposit amount.
- Collected: money successfully held.
- Applied to damage: the part used against an assessed charge.
- Refunded: money already returned.
- Refundable balance: collected minus applied minus refunded.
- Refund pending: the return has started but is not finished.
- Refund failed: the settlement or inspection is saved, but returning the remaining money needs attention.
Use Retry deposit refund after fixing the payment problem. It retries only the remaining refund; it does not repeat the inspection, damage charge, or inventory changes.
What happens next
The booking shows its return inspection, damage claim, deposit applied, refunded amount, and remaining balance. If money is still due, create the payment link and check the customer email status.
Common problems
- The quantities will not save: Good + Damaged + Lost must exactly equal the handed-over quantity.
- A damage amount is rejected: at least one item must be Damaged or Lost, and the charge cannot exceed the frozen replacement value for those items.
- The deposit did not return: read the deposit status. Use Retry deposit refund only when it says Refund failed.
- Upcoming rentals need attention: damaged stock was quarantined or lost stock was removed, so future bookings may now be greater than usable stock.