Customizing Pickup & Return Flows

Lockii guides customers through pickup and return with configurable wizards. You can require photos, ask custom questions, show instructions, and set quiz steps. Customers complete everything on their phone, and Lockii stores the results on the booking automatically.

In the app: Settings → Booking Flow

Pickup flow

When a customer arrives to collect their item, they follow a pickup wizard on their phone:

1. View instructions and location details

2. Complete any required quiz steps

3. Take required photos (for example condition before hire)

4. Receive their lock code

Configure pickup settings

1. Go to Settings → Booking Flow.

2. Edit pickup instructions. These appear on the confirmation page and in pickup messages.

3. Add or reorder quiz steps. These are questions customers must answer before getting their code.

4. Configure photo requirements. Specify which photos are mandatory.

Return flow

When a hire ends, customers complete a return wizard:

1. Answer return questions (for example "Any damage?")

2. Take required return photos

3. Confirm smart locks are secured when that applies

4. Tap Complete Return to submit the form

Lockii does not mark the booking as fully returned until every configured step is done and the customer submits the form. GPS detection and lock confirmation can happen in the background, but the hire stays open until the customer finishes the return wizard.

Configure return settings

1. In Settings → Booking Flow, scroll to the return section.

2. Add return questions and photo requirements.

3. Keep the process short. Customers are more likely to finish a 2-minute flow than a 10-minute one.

Also check Settings → Preferences for additional hire and return options.

Photo capture on mobile

When you require photos at pickup or return, customers on a phone get a full-screen camera experience in their browser:

• Lockii opens the device camera and walks customers through each required photo one at a time.

• Customers can retake a photo before moving to the next step.

• If camera access is blocked, Lockii shows clear instructions to enable it in browser settings.

• Photos upload in the background while the customer continues. The customer still taps Complete Return at the end to finish the return.

• If a customer rotates their phone to landscape, Lockii shows a portrait prompt so the camera flow stays easy to use.

On desktop, customers can still upload photos from their device. The in-browser camera flow is optimised for phones.

If a customer opens the link inside an in-app browser (for example from Instagram or Facebook), Lockii can prompt them to open the page in Safari or Chrome for a smoother camera experience.

Staff manual pickup and return photos

If staff mark a booking as picked up or returned from the booking editor, Lockii can still capture the same photo steps configured here. Photos are optional in that flow. See Creating & Managing Bookings.

What operators see

• Pickup and return responses are stored on the booking.

• Issues trigger Inbox notifications.

• Return photos are available in the booking's return detail view.

• GPS can auto-detect pickup and return when trackers are connected.

• When a booking has pickup or return evidence, export a Handover Proof Document PDF from Return Details in the web app. See Customer Returns for steps.

Tips

• Require a "before" photo at pickup and an "after" photo at return. This is your best evidence for damage disputes.

• Test the full flow on your own phone: book, go through pickup, then return.

• Keep photo steps to 1-2 per flow. More steps mean more drop-off.

• See Getting Started With Self Hire for recommended defaults.