Fulfilling Rental Orders

Efficiently managing rental order fulfillment is crucial for smooth operations and customer experience. By spending a little time optimizing your order-handling process, you can save a tremendous amount of time in the long run, which will directly translate into lower payroll costs for your business. Regardless of the source of the booking, whether it was made online, manually by a staff member, or via booking link, the fulfilment process for rental orders is the same.

Learn more:

Preparing online bookings for fulfilment

Handling call-in and mail-in customers

Understanding the Process

A rental order fulfillment involves five key steps:

1. Locating the correct order and opening its details
2. Inspecting and preparing the equipment
3. Assigning articles
4. Reviewing payment and deposit status
5. Starting the order

Let's dive into each step.

Step-by-Step Guide for Fulfilling Rental Orders in TWICE

1. Locating the Correct Order

1. Navigate to the Orders section in your TWICE Commerce dashboard
2. Go to "Upcoming Orders"
3. Click on the booking you want to start fulfilling

2. Inspecting and Preparing the Equipment

1. Go through the product list of the order and pick up the products from the shelves where you store available products.
2. Ensure you have the tools and equipment to inspect products, make adjustments, and carry out preparatory work.
3. Go through your preparation checklist to make sure your equipment works and is safe for your customers 

3. Assigning Articles

1. Select the customer in the order whose equipment you're preparing
2. Locate the ID field next to each rented product. Click the field to open the dropdown menu or scan barcodes to assign article IDs to the order.

Note: Ensure your SKUs are correctly connected to products beforehand for seamless article assignment. Only articles associated with the catalog item's SKU will be available for selection. If you scan a barcode that doesn't match any of the SKUs in the order, TWICE asks if you want to add the product.

Learn more:

Understanding Stock Keeping Units

Using barcodes in your daily operations

4. Reviewing Payment Status

Before proceeding, verify:

• Whether the customer has paid online in advance
• If payment will be made on-site
• If payment is due upon return
• Security deposit status (if applicable)

Learn more:

Accepting online payments

Setting up manual payment methods

Setting up security deposits

Viewing the payment summary of an order

5. Starting the Order

If the order starts immediately, click the "Start" button in the bottom right corner of the order view. Check the "Prepare" box for online bookings you prepare in advance.

Timing considerations:

• Starting on time (+/- 15 minutes of booked time): The order starts and moves under the Active orders. The "Start" button converts to "End Order" on the Order Details page.
• Starting early (>15 minutes before): System prompts to update or keep the original return time
• Starting late (>15 minutes after): System prompts to adjust or maintain the original rental period

Best Practices

• Regularly audit your inventory to maintain accurate stock levels
• Double-check article assignments before starting orders
• Communicate any timing changes clearly with customers
• Keep detailed notes of any special requirements or conditions

Troubleshooting Common Issues

If you encounter:

• Missing articles: Verify SKU connections and inventory status
• Payment verification issues: Contact support with the order ID
• Timing conflicts: Use the system prompts to adjust rental periods

Need additional help? Contact our support team via the in-app chat.