The Rental Session Flow
Every car sharing rental follows a structured lifecycle: the customer checks in, uses the vehicle, and checks out. Each phase has specific steps that must be completed before the session can move forward. This guide explains the complete flow from start to finish.
Session Status Flow
A rental session progresses through these statuses:
| Status | Description |
|---|---|
| Check-in Started | Customer has initiated the rental. Check-in steps are in progress. |
| Pre-Condition Documented | Vehicle condition photos have been taken before the rental. |
| Vehicle Unlocked | The vehicle has been unlocked via Smartcar. The customer can now use the vehicle. |
| Rental Active | The rental is in progress. The customer is using the vehicle. |
| Check-out Started | The customer has initiated the return process. |
| Vehicle Locked | The vehicle has been locked after return. |
| Billing Complete | Final charges have been calculated and payment processed. |
| Completed | The session is fully closed. |
Two additional terminal statuses exist:
- Check-in Expired — The check-in window timed out before all steps were completed
- Cancelled — The session was cancelled before the rental became active
Check-In
When a customer starts a rental (either from a reservation or an on-demand request), the check-in process begins. All required steps must be completed within the check-in timeout (default: 30 minutes).
Check-In Steps
The following steps run in parallel — the customer can complete them in any order:
| Step | Description | Required By Default |
|---|---|---|
| Identity Verification | Customer's identity is confirmed | Yes |
| Insurance Verification | Customer's auto insurance is verified via Axle | Configurable |
| Agreement Signing | Customer signs the rental agreement | Yes |
| Condition Photos | Customer takes pre-rental vehicle photos | Yes |
| Vehicle Unlock | Vehicle is unlocked via Smartcar | Yes |
Parallel Steps
Steps like insurance verification and agreement signing can be completed in any order. The vehicle unlock step is typically the last step, performed after all other requirements are met.
What Happens During Each Step
Identity Verification — The system confirms the customer's identity. If the customer has previously verified their identity, this step auto-completes.
Insurance Verification — If insurance is required, the customer verifies their active auto insurance policy through Axle (or enters details manually if allowed). See Insurance Verification for details.
Agreement Signing — The customer reviews and signs the rental agreement. The signed document ID and timestamp are recorded on the session.
Condition Photos — The customer takes photos of the vehicle from required angles (front, rear, driver side, passenger side, interior, odometer). These form the pre-rental condition report. See Condition Reports for details.
Vehicle Unlock — Once all other steps are satisfied, the customer (or operator) sends an unlock command via Smartcar. The Smartcar request ID is recorded for audit purposes.
Check-In Timeout
If the customer does not complete all check-in steps within the configured timeout (default: 30 minutes), the session status changes to Check-in Expired. No charges are applied for expired check-ins.
Timeout Configuration
The check-in timeout can be adjusted in Settings → Subaccount → Car Sharing. Setting it too short may frustrate customers still completing paperwork; setting it too long may tie up vehicles unnecessarily.
Active Rental
Once all check-in steps are complete and the vehicle is unlocked, the session moves to Rental Active. During the active rental:
- Live tracking — The vehicle's location is updated via Smartcar telemetry
- Odometer tracking — Start and end odometer readings are recorded for mileage calculations
- Fuel/charge tracking — Start and end fuel/battery levels are recorded for surcharge calculations
- Session timer — The rental duration is tracked for billing
The customer uses the vehicle normally. They can lock and unlock the vehicle through the mobile app as needed during the rental.
Check-Out
When the customer is ready to return the vehicle, they initiate the check-out process through the mobile app. All check-out steps must be completed within the check-out timeout (default: 60 minutes).
Check-Out Steps
| Step | Description | Required By Default |
|---|---|---|
| Return Zone | Confirm the vehicle is within an approved return zone | Yes |
| Condition Photos | Customer takes post-rental vehicle photos | Yes |
| Fuel Recording | Current fuel/charge level is recorded | Yes |
| Vehicle Lock | Vehicle is locked via Smartcar | Yes |
| Billing Summary | Final charges are calculated and reviewed | Yes |
What Happens During Each Step
Return Zone — The system verifies the vehicle's GPS location is within a designated return zone. If the vehicle is outside the zone, the customer is prompted to move it.
Condition Photos — The customer takes photos of the vehicle from the same angles as check-in. These form the post-rental condition report and can be compared against the pre-rental photos.
Fuel Recording — The vehicle's current fuel or battery level is read via Smartcar. This reading, compared to the start level, determines whether fuel surcharges apply.
Vehicle Lock — The customer locks the vehicle via the app. The Smartcar lock command is sent and the request ID is recorded.
Billing Summary — All charges are calculated: base rental fee, mileage surcharges, fuel surcharges, late fees, and any other applicable charges. The customer's payment method is charged.
Cancellation
A rental session can be cancelled before it becomes active (before all check-in steps are completed). Cancellation sets the status to Cancelled.
- If the session originated from a reservation, cancellation fees may apply based on the cancellation policy
- On-demand sessions (no reservation) are cancelled without charge
- If the vehicle was already unlocked, a lock command is sent automatically
Failure and Recovery Scenarios
No production flow is perfect. These are the most common operational failures and recommended recoveries.
| Scenario | What Customer Sees | Operator Action |
|---|---|---|
| Unlock fails at check-in | "Unable to unlock vehicle" error | Retry command, verify Smartcar status, then use operator intervention if needed |
| Lock fails at check-out | Session cannot finalize | Confirm vehicle state, retry lock, and only force-close after manual verification |
| Telemetry stale/offline | Missing location/fuel updates | Verify last telemetry timestamp, request refresh, and switch to manual evidence where needed |
| Check-in expires mid-flow | Session closes with timeout | Start a new session and preserve already-completed identity/agreement steps when valid |
| Payment fails on completion | Outstanding balance message | Place account in balance-recovery flow and trigger payment retry sequence |
Guardrails for Manual Overrides
- Manual overrides should always include an internal reason note.
- Capture fresh photos before any force-end action.
- Never skip lock verification on vehicles that remain physically accessible.
- If Smartcar or OEM APIs are degraded, follow the Smartcar Outage Runbook.
- For collisions, injuries, or unsafe conditions, follow Accidents, Emergencies, and Roadside Assistance.
Session Data Recorded
Every rental session captures comprehensive data for billing, auditing, and operations:
| Data Point | When Captured |
|---|---|
| Customer identity status | Check-in |
| Insurance verification ID | Check-in |
| Signed agreement ID | Check-in |
| Pre-rental condition report | Check-in |
| Odometer start (km) | Check-in |
| Fuel/charge start (%) | Check-in |
| Check-in location (lat/long) | Check-in |
| Smartcar unlock request ID | Check-in |
| Post-rental condition report | Check-out |
| Odometer end (km) | Check-out |
| Fuel/charge end (%) | Check-out |
| Check-out location (lat/long) | Check-out |
| Smartcar lock request ID | Check-out |
This data feeds into billing calculations, condition report comparisons, and ride history records.
How Rental Sessions Create Ride Records
When a rental session completes, a corresponding ride record is created in the system. This ride record integrates with the standard billing pipeline — it appears in ride history, revenue reports, and customer transaction history alongside scooter and e-bike rides.
Need Help?
If a rental session gets stuck or you need to manually intervene, contact us at support@levyelectric.com with the session ID.