Operator Runbook: No-Shows, Late Returns, and Reassignment

This runbook covers the failure modes operators need to manage after Book Ahead is live.

Daily Operating Rhythm

Use this routine for each pickup location:

1. Review the assignment queue for the next seven days.
2. Assign vehicles for near-term bookings.
3. Inspect battery, lock, throttle, tires, and visible damage.
4. Stage assigned vehicles at the pickup location.
5. Check the next booking for each assigned vehicle before pickup starts.
6. Keep at least one backup unit available when caps and fleet size allow it.

No-Show Cron Behavior

The no-show cron marks confirmed reservations as no-show after the pickup window expires.

Current behavior:

The cron only targets reservations still in confirmed status. If a rider already checked in or the reservation is active, the no-show cron should not mark it no-show.

What To Do When a Rider Is Late

If the rider contacts you before the 60-minute post-pickup cutoff:

1. Check whether the assigned vehicle is needed for another booking soon.
2. If there is no downstream risk, tell the rider they can still check in during the open window.
3. If they need more than 60 minutes, decide whether to cancel/rebook or handle the pickup manually.
4. Add admin notes with the rider's ETA and your decision.

If the 60-minute window has already passed:

• Confirm whether the reservation is still confirmed or already no_show.
• If no-show, the rider should create a new booking unless an operator manually intervenes.
• Do not promise the same assigned vehicle unless you have checked current availability.

Deposit Capture vs Void

Book Ahead model reservations use an immediate booking deposit charge.

For model bookings:

• The deposit is charged at booking confirmation.
• The charge is stored as the booking deposit and amount paid.
• There is no long-lived authorization hold to capture at pickup.
• There is no hold to void on cancellation.
• The booking deposit is non-refundable unless support or an operator makes an exception outside the automated flow.

Some older reservation helper paths support manual authorization holds with capture or void behavior. Do not use that language when explaining Book Ahead model reservations to riders.

Cancellation Fee Math

Model reservation cancellation fee:

configured_fee = base_cost_cents * cancellation_fee_percent
cancellation_fee = max(booking_deposit_cents, configured_fee_if_after_free_window)
eligible_refund = max(0, amount_paid_cents - cancellation_fee)

Current cancellation behavior clears balance_due_cents and releases assignments. It does not automatically create a card refund for the non-refundable booking deposit.

Late Return Behavior

Checkout calculates late fees when the rider returns after return_at.

Current calculation:

Checkout then:

1. Locks the vehicle.
2. Updates the reservation as completed.
3. Calculates overage, late fee, tax, and total.
4. Attempts to collect remaining balance.
5. Releases active assignments.

If balance collection fails, the reservation can still complete with a balance due.

Late Return Cascade Into the Next Booking

A late return can affect the next booking if the same vehicle is assigned downstream.

The system protects against overlapping assignments when you create assignments, but it cannot make a late rider return a vehicle on time. Operators must handle the cascade.

When a return is late:

1. Open the active reservation and identify the assigned vehicle.
2. Search upcoming reservations for the same vehicle or same model/location.
3. If the next booking is assigned to the same vehicle, release and replace that assignment if possible.
4. If no replacement exists, contact the next rider before their pickup window opens.
5. Add admin notes to both reservations.
6. Consider lowering the model cap for that location/time until the fleet recovers.

Vehicle Goes Down the Night Before

If an assigned vehicle fails inspection, has low battery, is missing, or has an IoT issue:

If no replacement is available, decide early whether to source a vehicle from another location, downgrade/upgrade the rider, cancel with support handling, or move the booking.

Manual Reassignment Checklist

Before reassigning:

• Confirm the replacement vehicle matches the reserved model.
• Confirm it is reservable and available.
• Confirm it has no overlapping direct reservation.
• Confirm it has no overlapping model assignment.
• Confirm it is not in a blocked availability window.
• Confirm battery and lock state are acceptable for pickup.

After reassigning:

• Refresh the reservation detail page.
• Confirm assignment status is fully assigned.
• Add an admin note explaining the swap.
• Stage the replacement vehicle.

When To Contact the Rider

Contact the rider when:

• No vehicle will be assigned by the pickup window.
• Pickup location instructions changed.
• A late return may delay their booking.
• The assigned model cannot be fulfilled.
• Support approved a refund, credit, replacement, or rebooking.

Use plain language: explain what changed, what action the rider should take, and whether the deposit or balance will be adjusted.

Related Guides

• Assignments, Pickup, and Checkout
• Payments, Cancellations, and Inventory Protection
• Book Ahead Troubleshooting and FAQ