When a hire period ends, customers complete the return flow on their phone. They answer questions, take photos with their camera, confirm smart locks are secured (when applicable), and submit the return form. Lockii stores everything on the booking and marks the item available for the next hire automatically.
Customer URL: https://book.lockii.app/{your-company}/return/{orderId}
Configure: Settings → Booking Flow
Customer receives a return reminder via email or SMS
They open the return page on their phone
Lockii checks smart lock status for items that require a return lock confirmation
They answer return questions (for example damage or cleanliness)
They take each required photo using the in-browser camera
They tap Complete Return to submit the form
Lockii marks the booking as returned and makes the item available again
Customers can also start a return from their confirmation page (https://book.lockii.app/{your-company}/confirmation/{orderId}). When the hire is active and return is available, they tap Start Return to open the return wizard.
This gives customers one place to manage their booking: view details, start pickup, and start return without hunting for separate links.
Return steps are separate from pickup steps. Customers only see return questions and return photos on the return page, not during pickup.
Configure company-wide return steps under Settings → Booking Flow in the Return questions and Return photos sections.
You can also add product-specific return questions on individual products. These appear after your global return steps for bookings that include that product. See Configuring Pickup and Return Questions.
Lockii does not mark a booking as fully returned until the customer submits the return form. GPS detection and lock confirmation can happen in the background, but the hire stays active until the customer finishes every configured return step and taps Complete Return.
For the booking to close automatically, the customer must:
Answer every return question (for example yes/no on damage or cleanliness)
Capture or skip each required photo step
Confirm smart locks are secured when that applies
Tap Complete Return on the return page
If a customer only uploads photos but never submits the form, the booking stays open. Lockii sends return reminders automatically so staff do not need to chase them.
When a booking uses smart locks that require a return lock check, the return page shows lock status for each item automatically.
Lockii polls lock status in the background while the customer completes the return flow.
For locks that need a manual slide-to-lock action, the customer secures the lock from the return page before finishing.
For locks Lockii can verify remotely, the page shows Checking... until the lock reports as secured, then updates to Yes.
The booking only moves to fully complete once all required locks are confirmed and the customer submits the return form. Customers do not need to call staff for this step.
If you require return photos, customers on a phone see a guided camera flow:
Lockii opens the rear camera and shows which photo is needed (for example "Rear of trailer").
The customer taps to capture, reviews the image, and can retake if needed.
Lockii moves to the next required photo automatically.
Photos upload in the background. The customer does not need to wait on a loading screen.
Once all photos are uploaded, the customer still taps Complete Return to finish.
If the customer rotates to landscape, Lockii prompts them to turn the phone upright for the best camera experience.
Lockii retries failed uploads automatically in the background. If an upload still fails, the camera reopens for that photo step. The customer captures the image again and Lockii replaces the failed upload with the new one.
Complete Return stays disabled until every photo has uploaded successfully. If the customer sees "Photo processing failed", they should retake the photo when prompted. Once the status shows "Photos uploaded", they can tap Complete Return.
Large gallery photos (for example HEIC images from an iPhone) can take longer on slow connections. Lockii allows extra time for these uploads before asking for a retake.
If the customer denied camera access, Lockii shows steps to re-enable it in their browser settings. If they opened the link from an in-app browser, Lockii can suggest opening the page in Safari or Chrome instead.
On desktop, customers can upload photos from their device files.
Return status appears on the booking (on time, early, late).
Return photos and form form answers appear on the booking as soon as the customeas soon as the customer submits th submits the return form. You do not need to wait for GPS return form. You do not need to wait for GPS confinfirmation to review them.
If the item has a GPS tracker, the booking may still show Waiting on GPS until the unit returns to its home zone. Stock stays on hire until GPS or lock confirmation completes.
If the item has a GPS tracker, the booking may still show Waiting on GPS until the unit returns to its home zone. Stock stays on hire until GPS or lock confirmation completes. Distance labels use miles for US accounts and kilometers for metric accounts.
If a customer reports an issue, you receive an Inbox notification.
You can manually return a booking from the booking editor if needed, including optional return photos when photo steps are configured.
Open Return Details from a booking to review pickup and return evidence in one place.
When a booking has pickup or return evidence, you can export a PDF handover proof from Return Details in the web app.
Open the booking in the dashboard.
Click the pickup/return status card, or open Return Details from the booking timeline.
Click the Handover Proof Document button in the header (document icon).
Preview the PDF, then click Download to save it.
The PDF bundles pickup and return timestamps, GPS pickup and return times (when trackers are connected), customer and staff photos, quiz responses, manual pickup or return notes, and any customer issue notes. Customer photos are embedded reliably, including photos stored in private storage. The button stays disabled until at least one of these exists on the booking.
Handover proof export is available in the web app only.
If the item has a GPS tracker, Lockii can detect when the item returns to its home location. This works alongside the customer return flow. The booking still needs the customer to submit the return form before Lockii marks it as fully returned.
Configure the GPS zone for each location under Settings → Locations. Drag the pin and radius on the map to match where items are actually stored. The default zone is 1 km and can be set anywhere from 50 m to 5 km.
Add a Google review link on each location in Settings → Locations. Lockii uses it in two places:
Automated messages — Include the link in thank-you and post-return emails or SMS using the {{location.review_link}} variable. Use the Positive experience rule on a communication to send review requests only when the customer had a smooth return.
Booking confirmation page — After a successful return, customers who had a positive experience see a Share Your Experience card on their booking confirmation page with a Review Now button. This only appears when the location has a review link saved and the customer did not report issues during the return.
Customers can leave a review in one tap without staff follow-up.
Require at least one return photo. It is your best evidence for damage claims.
Keep return questions simple: "Any damage?" with yes/no and an optional photo.
Mention the return link in your automated return reminder messages so customers know where to go.
Point customers to their confirmation page if they lose the return link. Start Return is always there during an active hire.
Review return issues promptly in the Inbox.
Open Return Details as soon as a customer submits their return form if you need to inspect photos before GPS confirms.
Open Return Details as soon as a customer submits their return form if you need to inspect photos before GPS confirms.
Download the handover proof PDF when you need a single file for insurance, disputes, or internal records.
Set the GPS zone on each location before relying on automatic GPS returns.
Add a Google review link on every active location so Lockii can prompt happy customers automatically.
Lockii warns you when you add more than four photo steps in a phase. Extra photos reduce completion rates.
