<h1>Prerequisites</h1><ul class="accent-bullets"><li>Wunder Mobility "On-demand rentals" enabled: The feature must be active in your tenant settings to process trips.</li><li>Request via Customer Success: Advanced automations (Auto-end, Auto-park, Auto-lock) and specific thresholds for rental states are configured via Wunder Mobility. You must coordinate these configurations through your Customer Success Manager (CSM).</li></ul><hr><h1>How It Works</h1>A "Rental" in Wunder Mobility is the central record of a user assigning and using a vehicle. The system tracks this through technical states (backend logic) and provides a detailed operational view for support and auditing.<h2>Core Rental States</h2>The system assigns a high-level status to track the booking lifecycle:<ul class="accent-bullets"><li>RESERVATION: Vehicle is reserved; trip has not started.</li><li>ACTIVE: Rental is in progress.</li><li>EXPIRED: Reservation timed out without starting.</li><li>ENDED: Rental completed normally.</li><li>CANCELLED: User cancelled before starting.</li><li>ENDED_NO_MOVEMENT: Rental started but vehicle did not move.<ul class="accent-bullets"><li>Business Value: Automatically prevents charging users who unlock a damaged or unusable vehicle.</li></ul></li></ul><h2>Rental Phase States (Pricing Logic)</h2>During an ACTIVE rental, the system tracks distinct phases to calculate costs accurately:<ul class="accent-bullets"><li>DRIVING: Vehicle is active (ignition on/movement detected).</li><li>PARKING: Vehicle is stationary (stopover mode).</li><li>RESERVATION_FREE / PAID: Tracks the pre-trip hold period.</li></ul><h2>The Rental Details View</h2>Operators use the Rental Details view to investigate specific trips. This view aggregates:<ul class="accent-bullets"><li>Trip Data: Route map, start/end locations, duration, and distance.</li><li>Financials: Exact breakdown of costs, fees, and applied vouchers.</li><li>Telemetry: Granular event logs (unlocks, engine status, battery levels).</li><li>Feedback: User ratings and comments submitted at the end of the trip.</li></ul><img src="https://uploads.productlane.com/db17b600a7d824703e6dc014c24829fd.jpeg" data-processed-src="https://uploads.productlane.com/db17b600a7d824703e6dc014c24829fd.jpeg" data-original-src="https://uploads.productlane.com/7a9f7f6733aa5d24a2cc58bb46ae9149.png"><hr><h1>Step-by-Step Guide</h1><h2>1. Analyzing a Rental</h2><ol class="steps-list"><li>Navigate to Rentals: Go to On-demand &gt; Rentals in the Wunder Mobility Dashboard.</li><li>Select a Trip: Click on any rental ID to open the Detailed View.</li><li>Review the Route: Use the map to verify the start and end locations. This is crucial for verifying parking zone compliance.</li><li>Check Rating and Comments: View the star rating and user comment to spot immediate vehicle issues or customer dissatisfaction.</li></ol><h2>2. Auditing Pricing</h2>Use the Price breakdown tab to understand exactly how the final sum was calculated.<ul class="accent-bullets"><li>Base Costs: View split costs for Driving vs. Parking time and Unlock fees.</li><li>Adjustments: Verify if any Vouchers, Credits, or Packages were applied as rebates.</li><li>Total: The final amount charged to the user's payment method.</li></ul><img src="https://uploads.productlane.com/d736453bef0543c0a58d5d9c4eab1bf4.jpeg" data-processed-src="https://uploads.productlane.com/d736453bef0543c0a58d5d9c4eab1bf4.jpeg" data-original-src="https://uploads.productlane.com/9f0094ab0809b12520b67c7fea85216a.png"><h2>3. Investigating Disputes (Events Tab)</h2>If a user contests a charge (e.g., "I was parked, not driving"), use the Events tab.<ol class="steps-list"><li>Open the Events tab: View the chronological log of every action.</li><li>Verify Telemetry: Check specific timestamps for <code class="inline-code-shadow bg-gray-100 border border-gray-200/60 dark:border-gray-800 font-medium dark:bg-gray-700/60 text-gray-700 dark:text-gray-200 font-mono text-md px-1 py-0.5 rounded-[0.2rem] [&amp;::before]:content-none [&amp;::after]:content-none">Vehicle command stop</code> or <code class="inline-code-shadow bg-gray-100 border border-gray-200/60 dark:border-gray-800 font-medium dark:bg-gray-700/60 text-gray-700 dark:text-gray-200 font-mono text-md px-1 py-0.5 rounded-[0.2rem] [&amp;::before]:content-none [&amp;::after]:content-none">Rental feedback</code>.</li><li>Check Vehicle State: Each event logs the vehicle's availability, battery level, and GPS coordinates at that exact moment.</li></ol><img src="https://uploads.productlane.com/6cc3dd8994d907f01f753f0ae807e208.jpeg" data-processed-src="https://uploads.productlane.com/6cc3dd8994d907f01f753f0ae807e208.jpeg" data-original-src="https://uploads.productlane.com/66e0ffa318b6810f33cfe4be9f9ea547.png"><h2>4. Managing Issues and Notes</h2><ul class="accent-bullets"><li>Create Issue: Use the Issues tab to create post-trip charges or adjustments.<ul class="accent-bullets"><li>Example: Creating a "Parking Fine" issue if the user ended the rental in a prohibited spot.</li></ul></li><li>Add Notes: Use the Notes tab to log internal Customer Support context (e.g., "Refunded 50% due to dirty vehicle").</li><li>Print Details: Use the Print function to generate a physical or PDF record of the trip.<ul class="accent-bullets"><li>Use Case: Providing trip evidence for police requests or insurance claims.</li></ul></li></ul><hr><h1>Tips and Best Practices</h1><ul class="accent-bullets"><li>Daily Quality Control: Filter your rental overview daily for 1 and 2-star ratings. Review the comments to identify vehicles that need maintenance or cleaning before they affect other users.</li><li>Audit "No Movement" Trips: Regularly filter for <code class="inline-code-shadow bg-gray-100 border border-gray-200/60 dark:border-gray-800 font-medium dark:bg-gray-700/60 text-gray-700 dark:text-gray-200 font-mono text-md px-1 py-0.5 rounded-[0.2rem] [&amp;::before]:content-none [&amp;::after]:content-none">ENDED_NO_MOVEMENT</code>. If a specific vehicle triggers this state frequently, it often indicates a hardware failure (ignition detection) rather than user error.</li><li>Differentiate Pricing: Configure different rates for DRIVING and PARKING phases. This incentivizes users to keep the vehicle reserved during stopovers rather than ending the trip, increasing fleet utilization.</li><li>Use Phase States for Refunds: When a user claims overcharging, compare their claim against the Events log. If the log shows <code class="inline-code-shadow bg-gray-100 border border-gray-200/60 dark:border-gray-800 font-medium dark:bg-gray-700/60 text-gray-700 dark:text-gray-200 font-mono text-md px-1 py-0.5 rounded-[0.2rem] [&amp;::before]:content-none [&amp;::after]:content-none">DRIVING</code> phase, the engine was on. If it shows <code class="inline-code-shadow bg-gray-100 border border-gray-200/60 dark:border-gray-800 font-medium dark:bg-gray-700/60 text-gray-700 dark:text-gray-200 font-mono text-md px-1 py-0.5 rounded-[0.2rem] [&amp;::before]:content-none [&amp;::after]:content-none">PARKING</code>, they successfully enabled stopover mode.</li></ul><hr><h1>Troubleshooting</h1><h2>User charged for a trip they didn't drive</h2><ul class="accent-bullets"><li>Cause: The user sat in the vehicle longer than the <code class="inline-code-shadow bg-gray-100 border border-gray-200/60 dark:border-gray-800 font-medium dark:bg-gray-700/60 text-gray-700 dark:text-gray-200 font-mono text-md px-1 py-0.5 rounded-[0.2rem] [&amp;::before]:content-none [&amp;::after]:content-none">ENDED_NO_MOVEMENT</code> threshold (e.g., 5 minutes) before ending the trip.</li><li>Resolution: If this is a common complaint, adjust the time or distance thresholds for the "No Movement" detection in the branch settings.</li></ul><h2>Price calculation seems incorrect</h2><ul class="accent-bullets"><li>Cause: A voucher or subscription package may have been applied automatically.</li><li>Resolution: Check the Price breakdown &gt; Rebates section. </li></ul>

On-Demand vs. Pre-Booking

Monitor individual trip lifecycles, audit price calculations, manage user ratings, and handle post-trip adjustments or disputes.

Managing On-Demand Rentals

Platform overview

Getting Started

Locations and branches

Damages and Task management

Service App (Beta)

Optimizing Vehicle On-Field Maintenance Flows

Card Management (RFID)

Fleet & Operations

Radar

Additions and Insurance

Subscriptions & Multi-Benefit Packages

Pricing, Memberships & Promotions

Login Options & Sign up Fee for End Users

User Management & Profiles

Roles and Permissions 

Business accounts and corporate billing

Users & Accounts

Payment Gateways and Methods

Invoicing

Invoice PDF Structure & Customization

Revenue Protection and Payment Assurance

Payments & Invoicing

Mobile App Translation Keys: Sign Up, Rental & Booking

App Configuration & Customization

MaaS API

FreeNow Integration Overview

Credit Rating (CRIF)

Veriff Driving License Verification

Onfido Identity & Driver's License Verification

Braze Messaging integration 

AppsFlyer Integration

Zendesk Chat

Integrations & APIs

INVERS IoT Integration

Vehicle & IoT Support

Introducing Wunder Analytics (Beta)

Issues Analytics (Beta)

Data Insights

Two-Factor Authentication (2FA)

Security

Choosing the Right Sign-In Method in Wunder  (Email OTP vs Phone Login vs Password)