Post-Hire Charges

How to create and manage charges for damages, fines, and other fees after a rental ends.

Post-Hire Charges

Post-hire charges allow you to bill customers for additional fees after their rental has ended. This includes damage repairs, parking tickets, late return fees, cleaning charges, and more.

Two Pathways: Incidents vs Direct Charges

Parked Funds offers two ways to handle post-rental issues:

1. Incidents (Pre-Charge Cases)

Use incidents when you want to gather information from the customer before deciding on a charge. This is ideal for:

  • Situations where you need the customer's explanation
  • Cases where you're not sure if a charge is warranted
  • Collecting evidence and context before making a decision

Workflow:

  1. Create an incident with a customer-facing question
  2. Customer receives an email with a secure link to respond
  3. Customer provides explanation and can upload photos
  4. You review their response
  5. Decide to either close the incident (no charge) or convert it to a post-hire charge

2. Direct Post-Hire Charges

Use direct charges when you're confident about the charge amount and reason. This is ideal for:

  • Clear damage with known repair costs
  • Parking tickets or tolls with fixed amounts
  • Late return fees per your policy
  • Other charges where the amount is certain

Workflow:

  1. Create a post-hire charge with amount and reason
  2. Customer receives a review email
  3. Customer approves and pays, or disputes the charge

When to Use Post-Hire Charges

Use post-hire charges (either via incidents or directly) for:

  • Vehicle damage: Scratches, dents, interior damage, etc.
  • Parking/traffic fines: Tickets received during the rental period
  • Late return fees: When customers return vehicles after the agreed time
  • Cleaning fees: Excessive mess, smoking, pets, etc.
  • Missing items: Lost keys, equipment, accessories
  • Fuel charges: If the vehicle wasn't returned with a full tank (if applicable)
  • Other agreed fees: Per your rental agreement

Creating a Post-Hire Charge

Option 1: Start with an Incident (Recommended for Uncertain Cases)

If you're not sure about a charge or want the customer's input first:

  1. Go to Incidents in your dashboard
  2. Click "Create Incident"
  3. Select the booking
  4. Choose incident type (damage, cleanliness, fuel, other)
  5. Enter a customer-facing question (e.g., "We noticed a broken zip on the tent. Can you tell us what happened?")
  6. Add operator notes (internal, not shown to customer)
  7. Optionally upload evidence photos
  8. Toggle "Request customer explanation" if you want their response
  9. Set response window (default 48 hours)
  10. Click "Open incident & email customer"

The customer receives an email with a secure link to respond. After they respond:

  • Review their explanation and any photos they uploaded
  • Decide to either:
    • Close incident (no charge): If their explanation is satisfactory
    • Convert to charge: Pre-fills the charge form with incident details

Option 2: Create a Direct Post-Hire Charge

If you're confident about the charge:

  1. Go to the booking in your dashboard
  2. Click "Create Post-Hire Charge"
  3. Enter:
    • Charge amount
    • Description of the charge
    • Category (damage, fine, fee, etc.)
    • Upload evidence (photos, documents)
    • Add any notes

Step 1: Gather Evidence

Before creating a charge (or incident), collect:

  • Photos of damage or issues
  • Receipts or invoices for repairs/services
  • Documentation of fines or violations
  • Any relevant communication with the customer

Tip: The more evidence you have, the easier it is to resolve disputes. Starting with an incident lets customers provide their own evidence and context.

Step 3: Review Period

Parked Funds sends the customer a preview email with:

  • Charge details
  • Evidence you've uploaded
  • Instructions on how to pay or dispute

Customers typically have 7-14 days to review (configurable in your settings).

Step 4: Customer Response

The customer can:

  • Approve and pay: Charge is processed immediately
  • Dispute: They submit their side with evidence
  • No response: After the review period, you can proceed with the charge

Managing Disputes

When a Customer Disputes

  1. You'll receive a notification
  2. Review the customer's dispute and evidence
  3. You can:
    • Accept the dispute: Cancel or adjust the charge
    • Reject the dispute: Proceed with the original charge
    • Adjust the charge: Modify the amount and send a new preview

Best Practices for Disputes

  • Respond promptly: Customers appreciate quick responses
  • Be fair: If the customer has a valid point, adjust or cancel
  • Document everything: Keep records of all communications
  • Use evidence: Reference photos, invoices, and agreements

Charge Workflow

Booking Ends
    ↓
Create Post-Hire Charge
    ↓
Customer Receives Preview Email
    ↓
    ├─→ Approves → Charge Processed
    ├─→ Disputes → You Review → Accept/Reject/Adjust
    └─→ No Response → You Can Proceed After Review Period

Grace Periods

You can set a grace period (cooling-off period) before the charge is created. This gives customers time to:

  • Review the vehicle condition
  • Check for any issues
  • Contact you with questions

Example: Set a 24-hour grace period so charges aren't created immediately when a rental ends.

Charge Limits

Consider setting limits on who can create charges:

  • Require manager approval for charges above a certain amount
  • Limit charge creation to specific staff roles
  • Require evidence for all charges

Customer Communication

Parked Funds automatically sends:

  • Preview email: When a charge is created
  • Reminder emails: If the customer hasn't responded
  • Confirmation email: When a charge is paid
  • Dispute notifications: When a dispute is submitted or resolved

All emails include:

  • Clear description of the charge
  • Evidence you've provided
  • Payment or dispute links
  • Contact information

Frequently Asked Questions

Q: How long do customers have to pay?
A: The review period is typically 7-14 days, but you can configure this in your settings.

Q: What if a customer doesn't respond?
A: After the review period, you can proceed with the charge. The customer will be charged automatically.

Q: Can I edit a charge after creating it?
A: Yes, you can adjust the amount or cancel the charge before the customer responds.

Q: What happens if a customer disputes?
A: You'll receive a notification and can review their dispute. You can accept, reject, or adjust the charge.

Q: How do I handle partial charges?
A: You can adjust the charge amount at any time. For example, if you initially charge $500 but repairs only cost $300, you can adjust it down.

Q: Can I create multiple charges for the same booking?
A: Yes, you can create multiple post-hire charges for different items (e.g., one for damage, one for a parking ticket).