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Checkout Process - Completing a Booking

5 min read Beginner For Owner, Manager, Staff Updated about 2 months ago
Quick Answer
The checkout process has three steps: 1) Enter customer information, 2) Review and pay, 3) Receive confirmation. Carts are held for 15 minutes during checkout.

Checkout Process

When customers are ready to finalize their rental bookings, they go through checkout. This page explains each step and what happens behind the scenes.

Checkout Flow

The checkout process has three main steps:

Cart → Customer Info → Payment → Confirmation
Step What Happens
1. Customer Info Customer enters contact and identification details
2. Payment Customer reviews total and enters payment
3. Confirmation Booking is confirmed, customer receives receipt

Step 1: Customer Information

Customers provide their details:

Required Information:

  • First name and last name
  • Email address
  • Phone number

Optional Information (based on your settings):

  • Address
  • Driver's license number
  • Date of birth
  • Emergency contact

Agreements:

  • Liability waiver acknowledgment
  • Rental terms acceptance

Learn more about customer information →

Step 2: Payment

Customers review their order and pay:

Order Summary Shows:

  • All items in cart
  • Rental dates and times
  • Add-ons selected
  • Fees and taxes
  • Total amount due

Payment Options:

  • Credit card
  • Debit card
  • Gift card (if enabled)

If you've configured deposits, customers may pay a partial amount now with the balance due at check-in.

Learn more about checkout payment →

Step 3: Confirmation

After successful payment:

  • Booking status changes to Reserved
  • Confirmation email is sent
  • Receipt is displayed on screen
  • QR code provided for check-in

Customers can:

  • Print their receipt
  • Save confirmation details
  • Access their booking via email link

Cart Hold Timer

During checkout, the cart is locked to prevent:

  • Other customers from booking the same items
  • Inventory conflicts
  • Double bookings

Default Hold Time

Carts are held for 15 minutes by default.

What Happens When Time Expires

If checkout isn't completed:

  1. Cart expires
  2. Items return to availability
  3. Customer sees expiration message
  4. Customer must start a new booking

Timer Visibility

Customers see a countdown timer during checkout showing remaining time.

Location Selection

If units are available at multiple locations:

  • Customer must select a pickup location
  • Location selection happens before checkout
  • Location affects availability for that time

Required Agreements

Depending on your settings, customers may need to agree to:

Agreement When Required
Liability Waiver When you've uploaded a waiver document
Rental Terms When additional provisions are set
Cancellation Policy Always displayed

Customers cannot proceed without accepting required agreements.

What Staff See

When a customer completes checkout:

  1. Notification — New booking appears in dashboard
  2. Today's Queue — If starting today, appears in arrivals
  3. Booking Details — All customer info is visible
  4. Payment Record — Payment confirmation attached

Checkout Errors

Availability Changed

If items become unavailable during checkout:

  • Customer sees an error message
  • Affected items are identified
  • Customer can remove items and continue
  • Or start over with available items

Payment Failed

If payment doesn't go through:

  • Error message explains the issue
  • Customer can try a different card
  • Cart remains held (timer continues)

Cart Expired

If the hold timer runs out:

  • Checkout cannot continue
  • Customer redirected to cart
  • Must start new booking

Best Practices for Operators

Configure Hold Time Appropriately

  • Shorter time (10 min) = less inventory held
  • Longer time (20 min) = more customer flexibility
  • Find the balance for your business

Make Requirements Clear

  • Display cancellation policy prominently
  • Explain waiver requirements upfront
  • List all fees in the cart before checkout

Test Your Checkout

Periodically test your own checkout to ensure:

  • All steps work smoothly
  • Emails are delivered
  • Receipts look correct

Frequently Asked Questions

How long do customers have to complete checkout?
By default, carts are held for 15 minutes during checkout. If not completed, the cart expires and items return to availability.
Can customers save their cart and return later?
Carts are held for a limited time (typically 15 minutes). If the cart expires, customers need to start a new booking.
What if checkout fails?
If payment fails, the customer can try again with a different card. The cart remains held until the time limit expires.