A step-by-step guide to running a reservation from request to return: verify every driver, collect payment, edit bookings, and document the vehicle at checkout and check-in.

Managing new requests & ensuring the vehicle is ready to be checked out

1st steps: Driver verification and reminders

1. Navigate to Reservations in your Wheelbase dashboard.
2. Select the incoming reservation request.
3. Verify driver eligibility: ensure the main driver is at least 25 years old if using Wheelbase insurance.
4. If details or verification are missing, use the automated system emails to send reminder links to the guest.

Note: Renters under 25 may only book if you allow them to provide their own personal insurance. In your Account Settings you can determine whether or not your business will rent to anyone under 25.  

How can you tell if it's a direct or Ride booking? 

Ride bookings (reservations that come through our Ride marketplace) will have the ride identifier. 

Key Differences Between Booking Types

Guest Contact Information:

Ride.auto: Email and phone numbers stay hidden until the booking is confirmed. Keep all pre-booking communication inside Wheelbase messages.

Direct Bookings: Full guest contact details are visible immediately upon quote creation or request.

Sales Tax Handling:

Ride.auto: Wheelbase/Outdoorsy automatically calculates, collects, and remits sales taxes for you.

Direct Bookings: You manage local tax rates under Account Settings > Tax Rates, which are collected and paid out directly to your account.

Security Deposits:

Ride.auto: Uses standard marketplace timelines, placing a security deposit hold 2 days prior to pickup.

Direct Bookings: Follows your custom fleet rules set under Account Settings > Reservation Preferences.

Next: Accepting payment and confirming renter receives rental agreement

1. Confirm the reservation shows the driver as verified.
2. Review the quote — rates, add-ons, fees, and security deposit.
3. Process the required deposit or remainder amount directly from the reservation panel.
4. Confirm the rental agreement has been sent to the renter for signature.

If needed: Editing the reservation and adding drivers

1. Open the reservation and select Edit to adjust dates, add-ons, or pricing.
2. If the renter adds secondary drivers after signing the agreement, input the additional driver details.
3. Submit each additional driver for verification before vehicle pickup.
4. Re-send the agreement if material terms changed.

Warning: Anyone who will drive the vehicle must be added and verified in advance. An unverified second driver added at the curb on departure day is not covered.

Checking Out & Checking In the Vehicle

Completing Vehicle Checkout

1. Open the active reservation on the day of pickup.
2. Navigate to the Checkout form.
3. Record the current odometer reading and fuel level (plus generator hours, if applicable).
4. Document existing vehicle conditions, take photos of all sides of the vehicle, a
5. Confirm the security deposit hold is in place.
6. Hand over the keys once the checkout summary is signed by the guest.

Completing Vehicle Check-In

1. Open the active reservation upon vehicle return.
2. Access the Check-in tab.
3. Inspect the vehicle and log the final odometer reading and fuel level.
4. Upload your check-in pictures of the vehicle.
5. Add any post-trip charges if necessary (such as fuel shortages, cleaning, tolls).
6. Complete the check-in process to mark the reservation status as returned, and release the security deposit.

Important: Do not release a vehicle to a renter until you have accurately, successfully checked it out.  Be sure to check your vehicles  in within 24 hours of return. 

Troubleshooting Verification Delays

Resolving "Waiting on Driver Verification" for Insurance

• Check the reservation status banner for Waiting on Driver Verification.
• Re-send the request if it was missed, went to spam, or the link expired.

• If the renter opted out of Wheelbase insurance, confirm their active personal collision/liability coverage. Enable the Axel personal insurance verification tool so the renter can submit their information, and Axel will return a report of their insurance status.

   

Important: Wheelbase protection will not be applied until driver verification is successfully approved.

Quick reference

Related Articles

• Setting Up Insurance Defaults at the Vehicle Level
• Configuring Automated Renter Email Notifications
• Adding and Managing Post-Trip Charges
• Managing Security Deposits and Holds