Replace a product

You may need to replace an item for an upcoming or ongoing rental, for example because the product is defective. Here is how to proceed.

Go to the Rentals menu

• Rentals. Find the rental concerned and click the =A button at the end of the row to display its detail page. Click on "Demande de remplacement".

The process begins. Confirm that you want to replace a product by clicking on "Créer une nouvelle demande". The list of rented products appears; select the item to replace. Select the status that will apply to the item being returned to you — this is the reason for the replacement. 3 statuses are available:

• The product is damaged but repairable
• The product is broken and cannot be repaired
• The product has been lost

Click "Suivant" to move to the delivery method step for the replacement item. Choose the delivery method. Depending on your configuration, 2 delivery methods may be available:

• In-store pickup. You will need to select the store where the replacement product will be made available.
• Home delivery. You will need to select the customer's address to which the replacement product will be sent. Click "Suivant" to proceed to the summary.

The summary shows you the product and the delivery method selected previously, as well as any penalties that will be applied if applicable. Click "Terminer" to complete your product replacement request. View penalties. The applied penalties are now displayed in the rental record, under transactions, in the "Pénalité" block.

Click "Payer" to proceed with the payment of penalties. Find more information about paying penalties here. Click "Demande de remplacement" again to view a summary of the request made and to hand over or ship the replacement item. Hand over or send the product to the customer. Depending on the delivery choice made in step 8, two buttons may appear:

• "Expédier les produits" in the case of home delivery (you will find more information about shipping here, starting from step 13).
• "Remettre au client" in the case of in-store delivery.

In-store handover

If you chose in-store pickup, click "Remettre au client". Verify the customer's identity. Add the serial number of the replacement item.

Click "Suivant" to confirm the handover of the product. The in-store product handover is complete. Click "Fermer".

Replacement history

You can view the replacement history at any time from the "Demande de remplacement" button.

Warning: if you had made a replacement request without completing it (i.e. without going through to the handover of the replacement product to the customer), and the rental moves to a cancelled, completed, or disputed status following the return of the product during an ongoing rental marked as damaged, then you will still have access to the replacement history, but you will not be able to complete the handover of the replacement product. No action button will be available in the history pop-in.

You have the option to exchange a product in an ongoing rental. This feature is different from replacement and is detailed in this product exchange tutorial for an ongoing rental.