Pickup and return questions let you collect safety acknowledgements and condition photos from customers automatically during self-service pickup and return. Configure company-wide steps in Settings, then add product-specific steps where one item type needs extra checks.
You can also add a pickup video customers must watch, and pickup instructions that walk them to the unit before questions and photos begin. Customers complete every step on their phone. Lockii stores answers and photos on the booking and includes them in handover proof documents. Photo uploads retry automatically on slow or patchy connections, so customers are less likely to get stuck mid-flow.
In the app: Settings → Booking Flow for global pickup settings, or open any product for product-specific steps
Lockii separates steps by phase:
Phase | When customers see these steps |
|---|---|
Pickup | During the pickup flow, before the lock code is revealed |
Return | During the return flow, after smart lock confirmation (when applicable) and before the booking closes |
Each phase supports two step types:
Type | What the customer does |
|---|---|
Question | Answers yes/no to a short prompt (up to 75 characters) |
Photo | Takes a guided camera photo with a short label (up to 25 characters) |
On a booking with multiple products, Lockii combines your global steps with any product-specific steps linked to the booked products. Global steps always come first. Product-specific steps follow.
Require customers to watch a safety or operations video before pickup questions, photos, or lock codes appear. This works well for trailers, vehicles, boats, and any hire where a short briefing cuts down damage and support calls.
Go to Settings → Booking Flow.
If pickup forms are disabled, enable them when prompted.
Open Pickup video.
Turn the video on and paste a YouTube, Vimeo, or direct video link.
Save. Customers must watch the full video before the rest of pickup continues.
Pickup instructions are short guided steps that help customers find the unit, open a gate, or use a keypad before they answer questions or take photos.
Go to Settings → Booking Flow.
If pickup forms are disabled, enable them when prompted.
In Pickup instructions, click the + button to add a step.
Give the step a title and description. Add an icon or photo so the step is easy to follow.
Drag rows to reorder steps. You can add up to 4 instruction steps.
Use {{code}} in a step title or description to show the customer's lock code when it is available.
Pickup instructions appear after any required pickup video and before pickup questions and photos.
Go to Settings → Booking Flow.
If pickup forms are disabled, enable them when prompted.
Add steps in the section you need:
Pickup questions and Pickup photos for the pickup flow
Return questions and Return photos for the return flow
Click the + button to add a step, then edit the prompt and description.
Drag rows to reorder steps within each section.
For photo steps, choose whether customers can upload from their gallery or must use the live camera.
Use product steps when only certain items need extra checks (for example e-bikes that need a battery photo, or trailers that need a hitch inspection).
Open a product from Products.
In the sidebar, find the Questions field.
Click Add Question.
Pick an existing step from your library, or choose Create new step.
Set the phase (Pickup or Return) and type (Question or Photo).
Save. The step is linked to this product only.
To remove a product-specific step from one product without deleting it everywhere, open the step editor and remove it from that product.
You can add up to 12 photo steps per phase (pickup or return).
Lockii warns you after 4 photo steps in a phase. More photos mean fewer customers finish the flow.
You can add up to 4 pickup instruction steps.
Keep question prompts short and plain. Two or three pickup questions and one or two return questions is enough for most fleets.
Use product-specific steps for specialist items instead of adding extra global steps every customer must complete.
Pickup: customers open their booking confirmation and tap Start Pickup. Lockii opens a dedicated pickup page and runs each enabled step in order:
Required pickup video (if configured)
Pickup instructions (if configured)
Pickup questions and photos
Lock code on the confirmation page once pickup is complete
Customers can start pickup up to 30 minutes before the scheduled pickup time.
Return: customers open their return link. If the booking uses smart locks that require return confirmation, Lockii confirms locks first. Return questions and photos only appear after every required lock is confirmed. Customers then answer return questions, take return photos, and tap Complete Return.
If a photo upload fails briefly, Lockii retries in the background. Customers can keep moving through the flow while earlier photos finish uploading.
For Bikeep bike docks, customers see a guided harness return screen before return questions appear.
Product-specific questions are configured in the web app only. On mobile, review pickup and return answers and photos from a booking's Forms screen.
Start with one pickup photo and one return photo. Add questions only when you need a formal acknowledgement.
Use pickup instructions for location-specific directions. Save questions for condition checks.
Reuse library questions across products when the same check applies to multiple product types.
Download the Handover Proof Document after a dispute to get quiz answers and photos in one PDF.
Pair return questions with the Positive experience communication rule so Lockii only asks for Google reviews when the customer had a smooth return.
