Cancellation Policy Setup- Account/Cancellation Policies

• GLOBAL DEFAULT POLICY
  • Policy has 6 tiers and is applied progressively.  It will be applied to your listings automatically. You can edit this policy or create your own below.  The policy will be visible when the renter views the listing details.  It is also visible in the REQUEST SENT/RECEIVED details. It calculates the charges based on when renter cancels in relation to request pickup/delivery time.  The request has to be in the  ACCEPTED status to be CANCELLED.

Click on →MY LISTINGS and make your changes.  For ease, you can also make changes to your listing on the platform using the edit button.  This functional button only appears on your own listings.  Don't forget to SAVE your changes.

When you ACCEPT a request, the RENTER will receive an OTP.  When you hand over the item, ask for this OTP and enter it in your Request # / MANAGE REQUEST.  This ensures that this is the renter who requested the item.

You, the LISTER will  receive a return OTP.  Give this OTP to the renter when he returns tthe item to you.  You can also use the PROCEED button in your REQUEST MANAGEMENT to mark the item as RETURNED.  Do not give the OTP or MARK as returned unless you have the item in your possession in good condition!  If the item is damaged or otherwise compromised, CONTACT SUPPORT through the Request # immediately.  DO NOT give your return OTP to the renter.  This action lets the ADMIN know that a dispute has been initiated.

Cancellation Policy

 Lister Cancels an

ACCEPTED request. 

In your Dashboard/ Account

REQUESTS

RECEIVED

MANAGE REQUEST ID

Contact Support

Steps to take

1. Promptly inform the rentcraze rep through the

Contact Support

button in your Request #.

2. Contact the renter through the in your

and inform them of the situation so that they are not waiting for you.

Support will communicate with the renter and the lister.

3.  The item now shows as unavailable for the specified dates, so other renters don't try to request it.  When the item is available, go to My Listings - Item / CUSTOMIZE & toggle change status to AVAILABLE (for the dates that are UNAVAILABLE).

LISTING

BASICS

LOCATION 

PHOTOS 

DISCOUNTS/SECURITY DEPOSIT

TAXES

PROMOTION

CUSTOMIZE 

SUBMIT YOUR LISTING

CANCELLATION POLICY SET UP

ACTIVE RESPONSE HOURS

EXPIRATION TIME/FREE CANCELLATION TIME

GETTING PAID 

EDITING YOUR LISTING

NOTIFICATION 

COMMUNICATION

CANCELLATION-L 

EARLY RETURN R

REQUEST EXPIRED 

SECURITY DEPOSIT

DELIVERY-L 

REVIEWS by LISTER

• Log in →  LIST STUFF and follow the prompts.

BASICS 

• Name: Boots, bike, saw, tools....
• Category:  Mountaineering, Recreation, Equipment .......
• Summary:  Describe the item (overview, compatibility, best use etc.). 
• Price:  This is the Base Price.  You can customize in CUSTOMIZE INFO (last item on the list).
• Brand:  Quick help
• Model:  Quick help
• Size:  Mostly for gear and boots
• Category:  Construction, Equipment, Mountaineering etc.
• Delivery Available:  If you offer delivery,  → check box. 
• Delivery Notice:  How much notice do you need to ensure timely delivery.  This is the minimum notice in hours you need to complete delivery to your farthest request, (a request made at 8:25am with a 2hr delivery notice will show an earliest available time of 11am).
• Delivery fee covers Drop off and Pick up of item from delivered location.   
• Delivery Times:  Enter the available WEEKDAY and WEEKEND delivery times.  You can enter multiple times (depending on your schedule).  For convenience, these times are applied to the entire year.  You can customize in  CUSTOMIZE INFO (last item on the list, click on day).  A 9am delivery time denotes that the item will be at the desired location at 9am and will be recovered at 9am the next day.
• Delivery radius: How far can you deliver?
• Pick Up Times:   Enter your available WEEKDAY PICK UP TIMES. You can enter multiple times (depending on your schedule).  For convenience, these times are applied to the entire year.  You can customize  in  CUSTOMIZE INFO (last item on the list, click on date).
• Pick Up Times:   Enter your available WEEKEND PICK UP TIMES.  You can enter multiple times (depending on your schedule). These times are applied to all weekends.  You can customize in CUSTOMIZE (last item on the list, click on day).
• Time needed to prepare item: If you need time, check □. How much notice do you need to prepare your item (get it out of the garage, test start it, wash it etc.).  You will enter the hours needed in the PickUp Notice box. This is the minimum notice you need. Example: A request made at 8:25am with a 1hr pick up notice will show an earliest available time of 10am.
• Request Type: 
  • REVIEW EACH REQUEST- You will get a notification, asking if you want to accept the request.
  • ACCEPT REQUEST INSTANTLY- it's accepted by you automatically as soon as it's request by renter. You will be notified that you have accepted an Instant Request.
• Status:  The default listing status is ACTIVE.  Use INACTIVE choice if you want to temporarily suspend the listing.  When you are ready to relist, go ACTIVE.
• Upload the product Operations Manual (PDF), if available.

LOCATION

• Geolocation and Sales Tax allocation.  Enter Number, Street, City (select full address from geolocation suggestions) in your listing. This is the address where the renting party will pick up the item and will appear in part on the listing.

PHOTOS

• Upload relevant pics from Camera or Gallery.

DISCOUNTS/SECURITY DEPOSIT

• Offer custom rates and discounts. You can offer either a weekly discount or a monthly discount.  You cannot offer both simultaneously. The blue discount banner will only appear on the listing pic during the specified discount period.
• If you require a security deposit, enter amount

TAXES

• Sales Tax is calculated automatically based on the location of the item.
• You need to check with your City and State tax authorities regarding Sales Tax and other required tax deposits. These are your responsibility.   If you live in a State that allows FACILITATOR tax collection and deposit, rentCraze® will collect and deposit the applicable State sales tax.  However, the LISTER will have to register with the applicable State Dept of Revenue and file the required excise tax returns.  You will be issued a Form 1099 showing your income.  Please consult a tax professional to assist you with your tax obligations.

PROMOTION

• Periodic specials.  If you offer a promotion from Jan 5th thru Jan 7th, it applies to dates listed in the offer.  If a user books it from the 3th to the 10th, the discount only applies to Jan 5th, 6th and 7th. 

CUSTOMIZE

• Click pull up table.  This info is visible in the item listing description to all users.
• Customize what you want
• NOTE: The info you enter here will delete and supersede the info entered in BASICS

SUBMIT YOUR LISTING

• It will appear in MY LISTINGS for future editing. 

CANCELLATION POLICY SET UP

• GLOBAL DEFAULT POLICY
• Policy has 6 tiers and is applied progressively.  The policy will be visible when the renter views the listing details.It is also visible in the REQUEST SENT/RECEIVED details. It calculates the charges based on when you cancel in relation to your request time.  The request has to be in the  ACCEPTED status to be CANCELLED.
•   CHOICES
• DEFAULT POLICY- Global Policy. Set by admin
• LISTER  LEVEL:  You can EDIT the default policy, pick templates or Create your personal policy.  Its up to you.
• STUFF LEVEL:  If you have a unique item among your other listings, you can create a policy specifically for that time.  The default policy has 6 tiers.  You can edit this policy, pick other templates that vary from strict to lax charges.  Its up to you. In your ACCOUNT/CANCELLATION POLICIES/EDIT to start editing or scroll down and create a NEW policy.  

• Creating your own policy:
  • Choose your policy level ( Lister/Specific item)
  • Name your policy
  • Describe.
  • Select a Time range
  • Set a charge percentage
  • +ADD
  • CREATE POLICY

ACTIVE RESPONSE HOURS

• If you do not respond to the request, the request will expire after 12 hrs (default GLOBAL POLICY) and the request will be voided.  If you want to change the expire time, go to ACCOUNT/CANCELLATION POLICIES/EDIT/WIINDOW  and set the Free cancellation period/Expire time.  Of course, renters prefer shorter settings so they can pursue alternatives if you don't ACCEPT their request but they may make requests early if you have a longer setting.

• The platform runs 24/7 but you may have a convenient window.  Say a renter makes a request at 11pm to ensure they are first in line and you have a response window from 7AM to 6PM; the renter is aware that you may not ACCEPT until 7am.  

• You can specify your Active response time wiindow in ACCOUNT/CANCELLATION POLICIES/EDIT/WIINDOW-Active response time window.

EXPIRATION TIME/FREE CANCELLATION TIME

• You can set up an auto expiration time for a request in the ACCOUNT/CANCELLATION POLICIES/EDIT/WIINDOW.  This is also the time that the renter has to CANCEL their request  for free unless you accepted it first. It basically lets the renter know the latest time he can expect to hear from you.

GETTING PAID

• rentCraze® partners with STRIPE for PAYOUT payments.  All transactions ( Accepted, Cancelled, Declined, Expired) appear in ACCOUNT/FINANCIAL HISTORY. Click to view INVOICE DETAILS.
  • Option 1: When you finish listing your first item, go to  ACCOUNTS/PAYOUT SETTING and follow the prompts if you want to be paid through a STRIPE connected account.  If you already have a STRIPE account, great.  if not follow the prompts in STRIPE setup.  Payment is released 24 hrs. after member returns item.   It may take 3-5 business days for payment to post in your STRIPE account and then into your Bank Account.  
  • Option 2: Go to  ACCOUNTS/PAYOUT SETTING and follow the prompts if you want your payout mailed by check to your profile address.  Payment is mailed 24 hrs after renter returns item. 

EDITING YOUR LISTING

• →MY LISTINGS and make your changes.  For ease, you can also make changes to your listing on the platform using the edit button.  This functional button only appears on your own listings.  Don't forget to SAVE your changes.

NOTIFICATION

• When a user requests your listed item, you will get a PUSH NOTIFICATION.  Go to REQUESTS/RECEIVED to ACCEPT /DECLINE the request.  If you DECLINE, please be courteous and give the renter an explanation through the Chat box for that  REQUEST.  If you selected INSTANT ACCEPTANCE option for your listing, you will receive a notification for your pre-accepted request.

DELIVERY/PICK UP-L

• Delivery:  If the item is to be delivered;  The Delivery address entered by the renter is displayed as a link in the REQUESTS/RECEIVED module.  Click on this link to get directions.
• Please request to see the other party's government issued photo I.D. for confirmation of identity.
• Enter the RENTER'S OTP in your REQUESTS/RECEIVED/REQUEST # /MANAGE REQUEST when you hand the item over to the renter.  This further verifies that this is the actual renter.

COMMUNICATION

• You can communicate with the renter through REQUESTS/RECEIVED/ALL chat box. If you have more than one REQUEST, select the chat box corresponding to the REQUEST. The renter will receive a notification asking them to check their REQUESTS/SENT chat box for updates.  Each REQUEST has its own dedicated chat box. 
• Communication with rentcraze rep:  You can contact the rentcraze rep thru the CONTACT SUPPORT button in your REQUESTS/RECEIVED module.  Once the rep responds to your query, the button will change to WE ARE ON IT and you will be able to chat with them.  The chats will be stored in ACCOUNT/SUPPORT LOG.

CANCELATION-L

• Cancelation: Renter has the option to cancel their REQUEST before it’s accepted by you in the REQUESTS/RECEIVED module.  The transaction will be voided.

• You cannot decline a REQUEST after it has been accepted by you.  If under extreme circumstances, you need to to Decline the REQUEST after it has been ACCEPTED by you, you need to inform the RENTER immediately through the REQUEST # page so they are not waiting for pickup/delivery.   Then, inform the SUPPORT team through the REQUEST/RECEIVED/ Request # - CONTACT SUPPORT button.   On the website, you need to do the same thru your DASHBOARD/REQUEST RECEIVED/REQUEST # to notify the renter and then go to or thru your web  DASHBOARD/REQUEST RECEIVED/REQUEST # to notify SUPPORT.  Please consult the Cancelation policy for charges that may apply.

EARLY RETURN L

• The Renter can initiate an EARLY RETURN request after they are in possession of the item.  The EARLY RETURN  INITIATED push notification will inform you.  Go to your REQUEST/ RECEIVED, Refresh and proceed to MANAGE REQUEST.  Follow the prompts, see what the renter will be charged; depending on what day they initiate the return.  Let the renter know through the CHAT if you will honor their request.  Arrange to get possession of your item.  Once you have possession, give the renter the LiLISTER OTP or MARK it as returned in your MANAGE REQUEST.  This action will inform the ADMIN that the transaction is complete. CAUTION:  DO NOT GIVE THE OTP OR MARK THE ITEM AS RETURNED UNTILL YOU HAVE IT IN YOUR POSSESSION.

REFUSAL

• Refusal:   If the renter refuses the item based on condition or it was not similar to the item in the listing, you must inform RentCraze® immediately through your request module, REQUEST/RECEIVED/Request #- CONTACT SUPPORT button in your REQUEST/SENT module and PROCEED to the CONTACT US page or through your web dashboard →ACCOUNT/CONTACT SUPPORT.

 REQUEST EXPIRATION-L

• Lister has (Set in your Response time module) hours to accept the REQUEST.  If you do not accept the REQUEST within the specified time period, it will expire.  The transaction will be voided.  It will appear in your Financial Transactions for your reference.

  SECURITY DEPOSIT-Lister

• If the lister requires a security deposit, it will be refunded 24hrs after completion of rental and return of item in the condition it was rented.  If the Lister files a damage complaint thru the Account/CONTACT US link, rentCraze will send your concerns to the other party. Both parties will be required to submit written responses.  If the matter is not resolved mutually by the two parties, it will be sent to arbitration. 

   REVIEWS by LISTER

• After the item has been returned, a WRITE A REVIEW  button will be activated in your REQUESTS/SENT module for the listing. You can submit a SHORT REVIEW.  If you want to write a detailed review, please log on to the MOBILE FRIENDLY site account or your website Account/Review/Reviews by you.  You can also access detailed reviews about youself here.