How do I request additional payments from a renter or raise an invoice?

How do I charge a renter for additional fees?

If you need to request additional payment from a renter (such as for damages, late returns, or cleaning) you can do so directly within the Lender Portal in the By Rotation app.

Navigate to the relevant rental and select 'Request an Invoice' from the rental details page. You will be prompted to enter the amount you wish to charge and provide a description of the fee.

When can I request an invoice?

You can only request an invoice while the rental is still active.

⚠️ Important: Once a rental is marked as complete, you will no longer be able to send an invoice or request additional payment through the app.

If you anticipate needing to charge for damages, late fees, or other costs, ensure you initiate the invoice request before closing the rental.

What types of fees can I charge?

You may request payment for reasonable and justifiable costs, including but not limited to:

• Dry cleaning costs (if the item could not be cleaned in accordance with the washing instructions)

• Late return fees

• Damage or repair costs

• Any previously agreed additional payment

All charges should be clearly itemised and directly related to the rental.

Should I contact the renter before sending an invoice?

Yes. Communication is strongly advised.

Before submitting an invoice request, you should:

• Inform the renter of the issue

• Explain the reason for the charge

• Share any relevant receipts of proof of payment

• Confirm the amount you intend to request

Clear, documented communication reduces misunderstandings and increases the likelihood of prompt payment.

Best Practices for Lenders

To minimise disputes and ensure smooth transactions:

• Document item condition before and after rental.

• Communicate early and clearly with renters.

• Provide detailed descriptions when submitting invoices.

• Act promptly before marking rentals as complete.

• Retain receipts or repair estimates where applicable.