Bookings & Operations — Frequently Asked Questions

Bookings

What happens when a renter submits a booking? The booking is created with Pending status. Stripe authorizes (but does not capture) the payment. You receive a notification and can review the booking before confirming. Once you click Confirm, Stripe captures the payment.

Can bookings be auto-confirmed without my approval? Yes. In Settings → Booking, enable Instant Booking. New bookings will be confirmed automatically without requiring your manual approval. This is recommended if your availability is accurately managed and you want to reduce response time.

What if I want to decline a booking? From the booking detail page, click Cancel before confirming. This releases the Stripe authorization and the renter is not charged. They receive an automated cancellation email.

How do I handle a walk-in customer? Click New Booking from the dashboard or bookings list. Fill in the customer details, select the listing and dates, and choose whether to collect payment online (send a payment link to their email) or mark it as paid manually (for cash/in-person transactions).

Can a renter modify their booking? Renters cannot modify a confirmed booking directly. You can cancel the original booking and create a new one, or adjust the dates manually from the booking detail page (admin only).

What happens if a listing runs out of stock for the requested dates? The listing will show as unavailable on those dates and renters cannot book it. You can manually adjust inventory or mark individual units as unavailable. If you want to allow waitlist inquiries, direct renters to contact you by email.

Payments & Refunds

When do I receive my money? Stripe processes payments on your standard payout schedule (daily, weekly, or monthly — set inside your Stripe dashboard). Funds typically reach your bank account within 1–3 business days of a payout being initiated.

What fees does OutdoorShare deduct? OutdoorShare deducts a platform fee from each booking. The exact fee percentage is defined in your subscription agreement. Your wallet shows the net amount after the platform fee. Stripe's standard processing fee also applies.

How do refunds work? When you cancel a confirmed booking, you choose the refund amount (full, partial, or none, subject to your cancellation policy). OutdoorShare initiates the Stripe refund, which typically appears on the renter's card within 5–10 business days.

Can I issue a partial refund? Yes. From the booking detail, click Cancel and specify the refund amount. You can refund any amount from zero up to the full booking value.

What if a payment fails? If a renter's payment fails during booking, they are prompted to retry with a different card before the booking is confirmed. Failed payments do not create a booking record. If a confirmed booking's card later has a chargeback, OutdoorShare will assist with the Stripe dispute process.

Can I accept cash payments? Yes — via manual bookings. Create the booking in the admin and mark it as "paid manually." No Stripe payment is collected. You are responsible for collecting cash yourself.

Cancellations & No-Shows

What is my cancellation policy? You set your own cancellation policy in Settings → Policies. Options include: Full refund if cancelled more than N days before the start. Partial refund (e.g. 50%) for late cancellations. No refund for cancellations within N hours of the start.

What if a renter doesn't show up? A no-show is treated as a completed booking by default (the equipment was reserved and unavailable). You can choose to issue a partial or no refund per your cancellation policy. Mark the booking as Completed in the admin.

Can I cancel a booking on a renter's behalf? Yes. Open the booking and click Cancel. You choose the refund amount. The renter receives an automated email notification.

Notifications & Communications

Does the renter get notified automatically? Yes. OutdoorShare sends automated emails at every key booking moment: confirmation, cancellation, pickup reminder, return reminder, and damage charges. You do not need to send these manually.

Can I send a custom message to a renter? Yes. From any booking, click Send Message to send a custom branded email to the renter. This goes through the same email pipeline as automated notifications.

What email address do my notifications come from? Emails are sent from your company name (e.g. "Blue River Rentals via OutdoorShare"). The reply-to address is set in Settings → Communications. If no reply-to is set, replies go to your account email.