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Return Closure and Cancellation

Version: v1.1
Last Updated: May 30, 2026

Partner App Menu Path​

  • Reservations (return-to-partner / close decisions)
  • Support Cases
  • Finance → Cancellation Refunds

Required Access​

  • rental.reservations.manage
  • rental.support_cases.view / rental.support_cases.manage
  • rental.finance.view

Cancellation windows for reservations​

StageCustomerYouNotes
Before outbound dispatch✅ (within self-service window)✅Refund per your cancellation policy
After outbound (item with customer)❌❌Handled as an early return / dispute via support

Your cancellation policy (set in Settings) determines the refund a customer gets when cancelling before the item goes out.

Deposit refund on cancellation​

  • Cancelled before outbound: the deposit is refunded in full (the item never left you)
  • Cancelled/closed after outbound: the deposit is settled at return — released if the item comes back undamaged, or retained (pending review) if damaged

See Finance and Deposit Settlement for the deposit mechanics.

Partial refund policies​

Where a reservation is partly used (item out for some days, then returned early), the refund for unused days follows your cancellation policy. The platform does not automatically refund unused days unless your policy provides for it — raise a support case for a manual allocation review when the situation is genuinely partial.

Closing a return​

Apply the approved return closure path once the item is back and inspected:

  1. Confirm the return receipt (see Outbound and Return Handoff)
  2. Release or retain the deposit based on condition
  3. The reservation closes and the payout is settled

Raising a dispute​

  1. Capture the cancellation/return reason and timeline
  2. Open a support case with the reservation reference (and damage evidence if relevant)
  3. Track the refund / deposit allocation in Finance → Cancellation Refunds

Exceptions​

SituationWhat to do
Damaged returnAttach photo evidence before final confirmation; initiate a deposit retention request
Item not returnedOpen a support case; deposit retained per policy pending review
Disputed partial useRaise a support case for manual ops allocation review