Incidents & Charges
Incidents document equipment exceptions, preserve evidence, control availability, and connect approved customer charges to the sales order.
How Incidents Are Created
Incidents are usually created during return processing:
- Cleaning, Repair, and Damage come from inspection.
- Missing and Loss come from reconciling outstanding equipment.
Rental incidents may also represent missing parts or late returns. Open them from the return, reservation, sales order, or Rentals → Incidents.
Incident Workflow
DOCUMENT → REVIEW CHARGE → INVOICE OR WAIVE → RESOLVE EQUIPMENT
evidence manager financial physical
Financial review and physical resolution are separate. An item can require repair even when the customer charge is waived.
Document the Incident
On the incident page:
- Enter a clear Description.
- Add Resolution notes as work progresses.
- Upload photos, documents, or other evidence.
- Click Save details.
Include the condition, what was reported, staff observations, customer communications, and the reason for any proposed charge.
Tip
Photograph serialized asset tags with the damage so the evidence clearly identifies the affected unit.
Review Customer Charges
Managers and administrators can use Charge review:
- Enter the Service / repair charge.
- Enter a Replacement charge when applicable.
- Enter any Waived amount.
- Click Approve charge.
To waive the entire customer charge, click Waive all charges.
If an approved amount remains:
- Click Create adjustment invoice.
- Review the new rental adjustment invoice on the sales order.
- Collect payment normally or apply captured collateral.
Warning
Verify the evidence and approved amount before creating the invoice. Financially completed incidents have restricted editing to protect the audit trail.
Resolve the Equipment State
After financial review, use Resolve equipment state to close the physical exception.
- Enter the Quantity to resolve.
- Choose the appropriate Final state.
- Add resolution notes.
- Click Resolve incident.
Available outcomes depend on the incident:
| Incident | Typical Outcomes |
|---|---|
| Cleaning / repair / damage | Ready for use, return to inspection, or retire |
| Missing | Recovered for inspection or confirmed lost |
| Loss | Keep permanently lost |
Partial resolution is supported when one incident covers multiple pooled units.
Availability Impact
Equipment in cleaning, repair, damage review, or missing status can reduce future availability until the incident is resolved. Permanently lost equipment reduces rentable capacity rather than remaining as temporary downtime.
Resolve incidents promptly after cleaning, repair, recovery, or replacement decisions so availability remains accurate.
Incident Statuses
| Status | Meaning |
|---|---|
| Open | Exception was reported |
| Evidence complete | Documentation is ready for review |
| Approved | Customer charge was approved |
| Charged | Adjustment invoice was created |
| Waived | Customer charge was waived |
| Resolved | Physical and required financial work is complete |
The incident page also shows affected quantity, proposed charge, waived amount, approved charge, evidence, and movement history.
Common Questions
Q: Can we repair equipment without charging the customer?
A: Yes. Waive the charge, then resolve the equipment to ready, inspection, or retired when the physical work is complete.
Q: What if missing equipment is found later?
A: Resolve the missing incident as Recovered for inspection, then complete the inspection workflow.
Q: Why can't the order complete?
A: Check for active reservations, open returns, and incidents that still require financial or equipment resolution.
Next Steps
- Rental Returns — Understand how incidents originate during inspection
- Security Deposits — Apply collateral or refund the remaining balance
- Rental Overview — Review the complete lifecycle
Last updated: August 23, 2026