When automatic finish hands a return to staff

A kiosk set to Finish automatically when no damage is reported (deposit released automatically) only finishes a return itself when everything is clean. In every other case it hands the return to staff. The customer sees "Thanks, [name]! A team member will check your gear shortly." Staff get a notification titled "[Customer name] returned gear — needs review", and its text ends with "Needs staff:" and the reason from the list below. The booking stays Active until staff finish it. See Finishing a rental: the return checkout.

Where to find it

The setting is at Kiosk → Kiosk configuration → Return → When the return finishes. The reasons appear in the notification that staff get in the bell, which opens the booking.

When it goes to staff

The wording in quotation marks is what staff see after "Needs staff:".

• Your setting is Staff reviews and releases deposit. Every return goes to staff. On a clean return no reason is shown. If damage is reported or the checklist is unfinished, "Damage reported" or "Return checklist not finished" still appear.
• Damage. "Damage reported". The customer reported damage on the kiosk, or the booking already has a damage report that is not closed, even one staff filed earlier. If the kiosk cannot check for damage, it treats that as damage.
• Checklist. "Return checklist not finished". An item was left unticked, a staff member already marked an item "No", the checklist could not be read, or the Return checklist step is switched off at the kiosk while the booking has return checklist items. Customer ticks only count when that step is on.
• Money owed. "Balance owed". The booking owes anything, or the kiosk cannot tell what it owes. A customer who owes money is never finished unattended.
• Late return fee. "Return check-in". If a late fee is set up and this return is late, the kiosk's check passes, but finishing the rental adds the fee as a draft charge under Additional Charges and stops. Staff then review the fee and finish the rental themselves. If a late-fee draft is already on the return, for example because staff opened Finish first, the reason is "Unsettled dropoff charges" instead. See Charging a late return fee.
• Staff charges. "Unsettled dropoff charges". Work orders or additional charges that staff already added to this return and that are not billed yet.
• Cash deposit. "Cash deposit to hand back". The deposit was taken as cash or another offline method, which a person has to hand back.
• Deposit step off. "Deposit to decide". A deposit hold is open and your Finish flow (Return) has the Deposit step, or the whole Finish flow, switched off, so a person must decide what happens to it.
• Deposit decision already made. "Deposit decision already recorded". Staff already chose what happens to the deposit.
• Deposit could not be checked. "Deposit couldn't be checked".
• Booking changed. "Booking changed during check-in". While the customer was at the kiosk, the booking stopped being Active, for example because staff finished or cancelled it.
• Already finished. "Return was finished before".
• The finish was refused. "Return check-in". The system would not complete the rental. If the deposit had already been released by then, the reason is "Deposit released, finish needs staff", and staff only need to finish the rental.

If staff cannot be notified at all, the customer instead sees "We couldn't reach the team — please see the counter" and the Done button.

Good to know

• The kiosk never takes part of a deposit. Automatic finish only releases it in full. Capturing money for damage is always a staff decision. See Releasing vs. capturing a deposit hold.
• One notification is sent per booking, even if the customer taps twice.
• This list also applies to Try kiosk returns, using the practice booking.