Booking Status Reference

# Booking Status Reference Understanding booking statuses is essential for managing your rental operations. Each status represents a specific stage in the booking lifecycle, from initial inquiry to completion. This guide helps you master the status system to provide better service and avoid common pitfalls. ## 🎯 Why Statuses Matter Booking statuses in RecSystems do more than just track progress - they: - **Control inventory availability** - Equipment can't be double-booked - **Trigger automated actions** - Emails, reminders, and updates - **Enable workflow management** - Know what needs attention - **Provide customer transparency** - Clear expectations - **Generate accurate reports** - Revenue and utilization tracking - **Protect your business** - Audit trail for disputes ## 📊 All Booking Statuses RecSystems uses 9 booking statuses to track rentals through their complete lifecycle: ### 1. Pending (Initial State) <i class="bi bi-question-circle"></i> - **Icon**: <i class="bi bi-question-circle"></i> - **When it occurs**: Customer starts a booking but hasn't completed payment - **What it means**: Customer has entered info but not paid yet - **Typical duration**: 15-30 minutes before expiring (configurable) - **Color in system**: Gray - **Actions available**: Complete checkout, Cancel 💡 **Real World**: Customer has started the booking process but hasn't paid. No inventory is held - it's still available to others! **Common Scenarios**: - Customer comparing prices - Payment method not ready - Interrupted by phone call - Deciding on dates ### 2. Checkout (Payment Processing) <i class="bi bi-exclamation-circle"></i> - **Icon**: <i class="bi bi-exclamation-circle"></i> - **When it occurs**: Customer is actively entering payment information - **What it means**: Payment is being processed through Stripe - **Typical duration**: 1-5 minutes - **Color in system**: Gray/Yellow - **Actions available**: Wait for completion, Cancel if stuck ⚠️ **Important**: No inventory is held during checkout! It's first-come, first-served until payment succeeds. Another customer could book the same equipment if they complete payment first. **Troubleshooting**: - Check Stripe dashboard for errors - Customer may need to verify card - Browser issues can cause problems - 3D Secure verification pending ### 3. Reserved (Confirmed) <i class="bi bi-circle"></i> - **Icon**: <i class="bi bi-circle"></i> - **When it occurs**: Payment successfully processed - **What it means**: Booking is confirmed and inventory is NOW blocked - **Typical duration**: Until rental start date/check-in - **Color in system**: Green - **Timestamp tracked**: `reserved_at` - **Actions available**: Check-in, Modify, Cancel, Process refund ✅ **Best Practice**: This is your "ready to go" status. Review Reserved bookings each morning for smooth operations. **Key Points**: - Customer has paid in full or deposit - Automated confirmation email sent - QR code generated for check-in - Equipment now unavailable to others ### 4. Cancelled <i class="bi bi-slash-circle"></i> - **Icon**: <i class="bi bi-slash-circle"></i> - **When it occurs**: Customer or staff cancels the booking - **What it means**: Inventory is released back to available pool - **Typical duration**: Permanent status - **Color in system**: Red - **Timestamp tracked**: `cancelled_at` - **Actions available**: View history only, Process refund if paid 📊 **Analytics Tip**: Track cancellation reasons to improve your business. Weather? Price? Better option found? **After Cancellation**: - Inventory immediately available - May need manual refund - Review cancellation patterns - Follow up for feedback ### 5. Expired - **When it occurs**: Pending booking times out without payment - **What it means**: Temporary session expired, no payment received - **Typical duration**: Permanent status - **Color in system**: Dark gray - **Actions available**: Create new booking 🔄 **Recovery Opportunity**: These represent interested customers who didn't complete. Consider follow-up campaigns! **Why Bookings Expire**: - Payment details not ready - Price comparison shopping - Technical difficulties - Changed mind ### 6. Rented (Currently Out) <i class="bi bi-circle-half"></i> - **Icon**: <i class="bi bi-circle-half"></i> - **When it occurs**: Staff completes check-in process - **What it means**: Equipment is with customer - **Typical duration**: Length of rental period - **Color in system**: Blue - **Timestamp tracked**: `rented_at` - **Actions available**: Process return, Add charges, Modify (limited) 🚗 **Active Management**: Monitor these closely for late returns and customer communications. **While Rented**: - Equipment unavailable - Late fees may accrue - Customer can message - GPS tracking active (if enabled) ### 7. Returned (Awaiting Completion) <i class="bi bi-circle-fill"></i> - **Icon**: <i class="bi bi-circle-fill"></i> - **When it occurs**: Customer brings equipment back - **What it means**: Equipment returned but final inspection pending - **Typical duration**: Until staff completes inspection (should be < 1 hour) - **Color in system**: Orange - **Timestamp tracked**: `returned_at` - **Actions available**: Complete final inspection, Add charges ⏰ **Critical Status**: Equipment is NOT available until inspection complete! Process these quickly. **Inspection Includes**: - Damage assessment - Fuel level check - Cleaning needs - Missing items - Charge calculation ### 8. Completed (Finished) <i class="bi bi-check-circle-fill"></i> - **Icon**: <i class="bi bi-check-circle-fill"></i> - **When it occurs**: Staff completes final inspection - **What it means**: Rental is successfully concluded - **Typical duration**: Permanent status - **Color in system**: Dark green - **Timestamp tracked**: `completed_at` - **Actions available**: View history, Process late refunds 🎉 **Success!**: This represents revenue earned and happy customers. Aim for 95%+ completion rate. **Post-Completion**: - All charges finalized - Equipment available again - Review request sent - Ready for reporting ### 9. Refunded - **When it occurs**: Full or partial refund is processed - **What it means**: Money has been returned to customer - **Typical duration**: Permanent status - **Color in system**: Purple - **Timestamp tracked**: `refunded_at` - **Actions available**: View refund details 💰 **Track Carefully**: Monitor refund rates and reasons for business insights. **Refund Scenarios**: - Weather cancellations - Equipment failures - Early returns (if policy allows) - Service issues ## 🔄 Status Transitions Not all status changes are allowed. Here are the valid transitions: ### From Pending - → **Checkout** (customer proceeds to payment) - → **Expired** (timeout without action) - → **Cancelled** (manual cancellation) ### From Checkout - → **Reserved** (payment successful) - → **Pending** (payment failed, retry) - → **Cancelled** (payment abandoned) ### From Reserved - → **Rented** (check-in/pickup) - → **Cancelled** (before rental starts) - → **Refunded** (full refund processed) ### From Rented - → **Returned** (equipment brought back) - → **Completed** (direct completion - rare, skips inspection) ### From Returned - → **Completed** (inspection finished) - → **Refunded** (if refund needed after return) ### Terminal Statuses These statuses cannot be changed: - ❌ Cancelled - ❌ Expired - ❌ Completed - ❌ Refunded 💡 **Pro Tip**: If you need to "undo" a terminal status, create a new booking instead. ## 📈 Status Groups for Reporting ### Active Bookings Bookings currently using inventory: - Reserved (confirmed, not out) - Rented (currently with customer) - Returned (back, not processed) **Use For**: Current utilization, availability planning ### Revenue Bookings Successfully completed rentals: - Completed (normal finish) - Rented (still earning) **Use For**: Financial reports, revenue tracking ### Lost Opportunities Bookings that didn't proceed: - Cancelled (customer choice) - Expired (never paid) - Refunded (money returned) **Use For**: Conversion analysis, process improvement ## 🎯 Common Status Workflows ### Normal Happy Path (90% of bookings) ``` Pending → Checkout → Reserved → Rented → Returned → Completed ↓ Customer books → Pays → Confirmed → Picks up → Returns → Done! ``` ### Weather Cancellation ``` Reserved → Cancelled → Refunded ↓ Bad forecast → Cancel booking → Return money ``` ### Abandoned Cart ``` Pending → Expired ↓ Started booking → Never paid → Auto-released ``` ### Quick Turnaround ``` Rented → Completed ↓ Perfect return → Skip detailed inspection ``` ⚠️ **Note**: Always recommended to use Returned status for proper documentation! ## 🛠️ Status-Based Automation RecSystems automatically handles these transitions: ### Automatic Actions - **Pending → Expired**: After timeout period (usually 15-30 min) - **Email triggers**: Different emails for each status change - **Inventory updates**: Real-time availability changes - **Timestamp recording**: Automatic datetime stamps ### Manual Requirements - **Reserved → Rented**: Requires check-in process - **Rented → Returned**: Staff must confirm return - **Returned → Completed**: Inspection form completion - **Any → Cancelled/Refunded**: Staff decision ## 💡 Best Practices ### Daily Status Management **Morning Routine** (8 AM): 1. Review all **Orange** (Returned) - Complete inspections 2. Check **Green** (Reserved) - Prepare for today's arrivals 3. Monitor **Blue** (Rented) - Note expected returns 4. Clear old **Gray** (Pending) - Investigate stuck bookings **Throughout Day**: - Update statuses immediately (don't batch) - Use notes to explain unusual changes - Complete returns before leaving - Never leave equipment in "Returned" overnight ### Status Accuracy Tips **DO**: ✅ Change status as actions happen ✅ Use the proper workflow (no shortcuts) ✅ Document why you changed status ✅ Train all staff consistently ✅ Review status reports weekly **DON'T**: ❌ Skip statuses to save time ❌ Leave returns unprocessed ❌ Change status without action ❌ Ignore system warnings ❌ Manually override without reason ## 🚨 Troubleshooting Status Issues ### "Can't change booking status" **Check in this order**: 1. Is transition allowed? (see valid transitions above) 2. Do you have permission? (role-based) 3. Are required fields complete? 4. Is someone else editing? (lock symbol) 5. Try refreshing browser ### "Booking stuck in Checkout" **Common fixes**: 1. Check Stripe dashboard for payment status 2. Wait 5 minutes (processing delay) 3. Contact customer about card issue 4. Manually update if payment confirmed 5. Cancel if truly abandoned ### "Wrong status showing" **Solutions**: 1. Hard refresh (Ctrl+F5) 2. Clear browser cache 3. Check last update timestamp 4. Verify in different view 5. Log out/in to reset session ### "Can't find booking by status" **Try**: 1. Clear ALL filters first 2. Check different status 3. Search by customer name/phone 4. Look in cancelled/completed 5. Check date range filters ## 📊 Performance Metrics ### Healthy Status Distribution Monitor your business health through status percentages: **Daily Snapshot**: - Pending: < 5% (good conversion) - Reserved: 20-30% (healthy pipeline) - Rented: 30-40% (equipment utilized) - Returned: < 5% (quick processing) - Completed: Growing daily **Red Flags**: - Many Expired = checkout problems - High Cancelled = pricing or service issues - Stuck in Returned = staff training needed - Low Completed = operational problems ## 🎓 Status Training Path ### New Staff (Day 1) - Learn 9 statuses and colors - Understand basic flow - Practice status identification ### Week 1 - Master valid transitions - Complete check-in/out workflows - Handle simple status changes ### Week 2 - Troubleshoot stuck bookings - Understand automation - Use status filters effectively ### Ongoing - Analyze status patterns - Optimize workflows - Train others ## 📚 Related Guides - [Booking Workflow](../01-daily-operations/booking-workflow.md) - Complete process detail - [Check-in Process](../01-daily-operations/check-in-process.md) - Reserved → Rented - [Check-out Process](../01-daily-operations/check-out-process.md) - Rented → Returned → Completed - [Booking Views](../01-daily-operations/booking-views.md) - Visualizing statuses - [Reporting](../03-revenue-optimization/) - Status-based analytics --- 💡 **Quick Reference**: <i class="bi bi-circle"></i> Green = Ready | <i class="bi bi-circle-half"></i> Blue = Out | <i class="bi bi-circle-fill"></i> Orange = Needs Action | <i class="bi bi-slash-circle"></i> Red = Cancelled | <i class="bi bi-check-circle-fill"></i> Dark Green = Done 🎯 **Remember**: Accurate status tracking is the foundation of smooth operations. When in doubt, follow the standard flow! *Pro Tip: Keep the Kanban view open during your shift to see all statuses at a glance and drag bookings between allowed statuses!*