# OnTote — full site content > OnTote is rental operations software for tote rental companies: know what you own, who has it, whether the next order can be filled, and when you got paid. Source: https://ontote.com. Generated 2026-09-17. Curated index: https://ontote.com/llms.txt --- ## What OnTote is OnTote is rental operations software for tote rental companies: know what you own, who has it, whether the next order can be filled, and when you got paid. - Category: multi-tenant rental operations software (SaaS, web-based). - Audience: companies that rent totes — moving-box rental, event and construction bin rental, reusable-crate programs. Owners, dispatchers, and drivers. - Core capabilities: reservation confidence (can this order actually be filled?), scan-first inventory (totes out, totes back, damage and loss), a customer-facing booking storefront, and Stripe-backed payments with payout visibility. - Built in Omaha, Nebraska, USA. Made by OnTote LLC. ### What OnTote is deliberately not - Not a consumer marketplace for renters — operators bring their own customers. - Not a general equipment-rental or heavy-equipment tool. - Not a warehouse management system or a fleet/route optimization product. ### Operator vs. customer surfaces - `ontote.com` — this marketing site. - `app.ontote.com/o/{workspace}/…` — the operator dashboard (sign-in required). - `{workspace}.ontote.com` — each operator's own customer-facing booking storefront. --- # Pricing ### Starter — Solo-hub independents - Price: $49/month flat. No percentage fee, no commission, no per-booking charge. - Volume: up to 10 paid online orders per month. This limit is ENFORCED: past it the storefront declines new online bookings until the operator moves up a tier. Orders settled outside Stripe do not count toward it. - Storefront domain: OnTote subdomain. Stripe: Stripe Standard. Operator seats: 1. - Notifications: Email only. Features: Basic. Multi-location: Not included. ### Growth — Multi-route, staffed operations - Price: $129/month flat. No percentage fee, no commission, no per-booking charge. - Volume: up to 40 paid online orders per month. This limit is ENFORCED: past it the storefront declines new online bookings until the operator moves up a tier. Orders settled outside Stripe do not count toward it. - Storefront domain: Custom domain. Stripe: Stripe Express. Operator seats: Unlimited. - Notifications: Email + SMS. Features: All. Multi-location: 3 locations. ### Enterprise — Multi-city / franchise / commercial - Price: $349/month flat. No percentage fee, no commission, no per-booking charge. - Volume: up to 160 paid online orders per month. This limit is ENFORCED: past it the storefront declines new online bookings until the operator moves up a tier. Orders settled outside Stripe do not count toward it. - Storefront domain: Custom domain. Stripe: Stripe Express. Operator seats: Unlimited. - Notifications: Email + SMS. Features: All + multi-location. Multi-location: Unlimited. ### Custom — Beyond 160 orders a month - Price: no list price — quoted to the operation. Contact sales. - Volume: no order cap. - Storefront domain: Custom domain. Stripe: Stripe Express. Operator seats: Unlimited. - Notifications: Email + SMS. Features: All + multi-location. Multi-location: Unlimited. Canonical page: https://ontote.com/pricing --- # Guides ## How tote operators avoid double-booking Source: https://ontote.com/blog/avoid-double-booking · Published 2026-05-12 Why spreadsheet overlap happens and how reservation holds create a trustworthy promise window. Spreadsheets work until two people answer the same customer at once. The failure mode is subtle: both entries look valid because neither person saw the other's hold. ## Holds create a promise window A **hold** reserves inventory for a defined period without finalizing the rental. Operators can see held vs available vs booked at a glance instead of inferring from memory. ## Preflight vs authoritative checks Customer-facing availability is advisory and useful for planning. The authoritative check happens when a hold or booking is placed server-side, re-reading pool balances inside a transaction. ## What changes day to day Teams stop playing phone-tag about "did we already promise those totes?" Holds expire automatically when customers don't confirm, returning inventory to the available pool without manual cleanup. --- ## Reservation holds vs confirmed bookings Source: https://ontote.com/blog/holds-vs-bookings · Published 2026-04-28 When to use a temporary hold, when to confirm, and how expiry keeps inventory honest. Not every customer conversation should become a confirmed booking immediately. Holds bridge the gap between "maybe" and "yes." ## Holds are temporary A hold blocks inventory for a short window, typically while waiting on payment, delivery details, or internal approval. If the window passes, inventory returns to available automatically. ## Bookings are commitments Once booked, the reservation is operational truth. Dispatch, delivery, and billing workflows treat booked lines as obligations the team must fulfill. ## Why both matter Operators who only use drafts lose visibility. Operators who book too early create unnecessary rigidity. Holds plus clear status chips give teams a middle path that matches how tote rental actually works. --- ## Scan-first inventory for serialized totes Source: https://ontote.com/blog/scan-first-inventory · Published 2026-03-15 Why individual tote identity matters when your catalog is reusable containers, not SKUs. Aggregate pool counts tell you *how many* totes you have. Serialized identity tells you *which* totes are out, damaged, or due back. ## From pool balance to unit state OnTote keeps aggregate availability for reservation math while tracking individual units for check-out, return, cleaning, and quarantine. Scanning ties physical movement to ledger events. ## Operators stay in flow Barcode or QR lookup should resolve in seconds, with tote ID, current assignment, and last transition visible without opening three tabs. ## Reconciliation without guesswork When unit-level state and pool balances disagree, you want an audit trail that explains why. That is the difference between fixing a number and fixing a process. --- # Support articles ## Connecting Stripe Source: https://ontote.com/support/connecting-stripe · Topic: Payments & payouts · Updated 2026-08-04 Link a Stripe account so your storefront can take cards, with payouts going straight to you. Your storefront can't take money until Stripe is connected. It's a one-time setup. ## Where it lives Open the menu, choose **Team & Settings**, then **Integrations**, then **Payments**. Only **owners and admins** can do this. On any other role the page reads "Only owners and admins can set up payments." See [Roles and what each one can do](/support/roles-and-permissions). ## Connecting Click **Set up payments**. You're handed to Stripe's own hosted onboarding, which collects your business details, identity verification, and the bank account payouts land in. When you're done, Stripe sends you back to OnTote. If you started and didn't finish, the button reads **Finish payment setup** and picks up where you left off. ## The status badge The card shows where you stand: - **Not set up**: no Stripe account connected yet. - **Finish setup**: started but incomplete. A few more details are needed. - **Action needed**: Stripe wants more information before you can accept payments. This usually means a verification document. - **Accepting payments**: you're live. Only **Accepting payments** means customers can actually check out. The status is set by Stripe, not by OnTote, and it arrives by webhook. It can lag a few seconds behind the moment you finish onboarding. If the page still looks stale right after you're redirected back, give it a moment and reload. ## You are the merchant of record Payments are direct charges on **your** Stripe account. That means: - The customer's card statement shows your business, not OnTote. - Payouts go from Stripe to your bank on your Stripe payout schedule. See [When your payout arrives](/support/when-your-payout-arrives). - Refunds, disputes, and chargebacks are yours to handle in your Stripe Dashboard. See [Deposits and refunds](/support/deposits-and-refunds). - OnTote takes nothing out of the payment — you are billed a flat monthly price separately. See [How OnTote billing works](/support/how-billing-works). ## After connecting Publish the pools you want to sell: [Publishing your booking page](/support/publishing-your-booking-page). --- ## Creating and editing a booking Source: https://ontote.com/support/creating-and-editing-a-booking · Topic: Bookings · Updated 2026-08-04 Write an order by hand, add line items, and save it, plus what stays editable once it is held or booked. Bookings live under **Orders** in the top navigation. Customers create their own when they check out on your storefront; you write the rest by hand. ## Creating an order From **Orders**, click **New Order**. The header reads **New Order** until you save it. Fill in the sections top to bottom: - **Customer**: search for an existing customer or create one inline. - **Date Range**: **Start Date** and **End Date** are both required, and the end date has to be on or after the start date. - **Delivery & Pickup Windows**: optional, four date-and-time fields. See [Delivery and pickup windows](/support/delivery-and-pickup-windows). - **Line Items**: click **+ Add Line**, pick a **Pool**, and set a **Qty**. Each line can carry its own note. - **Notes**: **Internal Notes** stay with your team; **Customer Notes** are the ones you'd read back to the customer. - **Delivery Address**: street, city, state, ZIP. Click **Create Order**. The order gets a number and a **Draft** status chip. ## Editing an order Open any order from the list and edit it in place. A **Unsaved changes** badge appears as soon as you touch a field, and **Save Changes** commits it. Nothing is saved until you click it. Navigating away loses the edit, so save before you leave. Fields validate on save, not as you type. If something is wrong, the error appears under that specific field rather than as a single vague banner at the top. ## What locks, and when Draft fields stay editable while the order is a **Draft**. Once you place a hold or confirm the booking, the order shows a banner reading "This order is Held" (or Booked) and **draft fields are locked**. The form switches to read-only values. That is deliberate: an order someone is relying on shouldn't change under them. To change a held order, release the hold first. See [Cancelling or changing a booking](/support/cancelling-or-changing-a-booking). ## Finding an order again The **Orders** list has status tabs (**All**, **Draft**, **Held**, **Booked**, **Cancelled**) plus a date range filter and a customer filter. The table shows the order number, customer, dates, quantity, status, confidence, and when the hold expires. Long lists load in pages; **Load more** pulls the next page. --- ## Creating your first tote pool Source: https://ontote.com/support/creating-your-first-tote-pool · Topic: Totes & inventory · Updated 2026-08-04 Pools are what you rent by the count. Here is how to create one and why the app calls it a product. A **tote pool** is a group of interchangeable totes you rent by the count, so "Standard Moving Totes," not tote #47 specifically. Availability, pricing, and order line items all work at the pool level. ## A pool is a product In the dashboard, pools are created and listed as **Products**. Same thing: when you click **+ Add Product** you are creating a tote pool, and when an order asks you to pick a **Pool**, it's offering the products you made here. ## Creating one 1. Go to **Inventory** in the top navigation. 2. Click **+ Add Product**. 3. Fill in the three required fields: - **Name**: what your team calls it, e.g. "Standard Tote". This is what customers see on your storefront too. - **SKU**: your code for it, e.g. `TOTE-STD`. - **Unit Label**: the word for one of them, e.g. `tote`. It shows up wherever a single unit is named. 4. Leave **Active** ticked. 5. Click **Create Product**. An **Unsaved changes** badge appears while you're editing, and nothing is stored until you save. ## Active vs inactive Unticking **Active** takes a pool out of circulation without deleting it, and it's marked **Inactive** in listings. Use it for a pool you've retired for the season rather than removing the record and losing its history. ## What comes next A pool on its own has no totes in it and no price. Two follow-ups: - Add a price and publish it so customers can order it. See [Setting up your booking page](/support/setting-up-your-booking-page). - Understand what the counts mean once totes exist. See [Pool quantities and what counts as available](/support/pool-quantities-and-availability). ## Packages The **Inventory** screen has a **Packages** tab for bundling products together into one customer-facing offering. It reads "Packages coming soon," and it isn't built yet. Track it on the roadmap. --- ## Customer records Source: https://ontote.com/support/customer-records · Topic: Customers · Updated 2026-09-09 Creating and editing customers, the fields on the form, and how storefront buyers get added automatically. **Customers** in the top navigation lists everyone you rent to: name, company, phone, and email. ## Creating a customer Click **＋ New Customer**. A dialog opens with the customer form. Fill in what you have (only **Name** is required) and click **Save**. You can also create a customer inline while writing an order, from the **Customer** section of the order form. Same record either way. ## Editing Click any row in the table. The same dialog opens, titled **Edit Customer**, with the record loaded. Change what you need and **Save**. There's no separate customer detail page. The row *is* the entry point, and the dialog is the whole record. ## What's on the form **Details**: Name, Customer Type (**Individual**, **Business**, **Wholesale**, or **VIP**), Email, Phone, Company, and a "Subscribed to marketing emails" checkbox. **Addresses**: a primary address, plus as many additional addresses as you need for customers who take deliveries at more than one site. **Billing**: a tax profile chosen from the ones defined for your workspace, and a Discount percentage. **Security Deposit**: none, a percentage, or a fixed amount. Stored for reference; it doesn't move money today. See [Rental policies and deposits](/support/rental-policies-and-deposits). ## Customers from your storefront When someone checks out on your storefront, OnTote creates or updates their customer record automatically from what they typed at checkout. Storefront buyers appear in this list alongside the ones you added by hand, so you don't have to key them in twice. That also means the same person ordering twice with the same email gets one record, not two. Related: [Rental history](/support/customer-rental-history) and [Contact details and notes](/support/contact-details-and-notes). --- ## Getting started with OnTote Source: https://ontote.com/support/getting-started · Topic: Getting started · Updated 2026-08-04 Set up your business, publish your booking page, and take your first booking in six steps, in order. Six steps, in this order. Most operators are taking orders the same day. Each step links to the article that covers it in full. ## Create your account Go to the sign-up page and fill in your name, work email, company name, and company URL. The company URL is the part of your storefront address that customers will see, so pick it carefully, because it becomes `yourname.ontote.com`. The password field is optional. Leave it blank and you'll sign in with a six-digit emailed code instead. See [Logging in and resetting your password](/support/logging-in-and-resetting-your-password). ## Add your business details Fill in the contact details your customers will see (email, phone, and hours) on **Store front**, under **Customer-facing content**. This is also where your delivery and pickup policy and your rental agreement live. Note that the **Settings** screen is deliberately thin in this build. Most of what you'd call "business details" lives on **Store front** for now. See [Business details](/support/business-details). ## Connect Stripe Open the menu, choose **Team & Settings**, then **Integrations**, then **Payments**, and click **Set up payments**. Stripe's hosted onboarding collects your business and bank details. You are the merchant of record and payouts go straight to your own Stripe account. Until this reads **Accepting payments**, your storefront cannot take money. See [Connecting Stripe](/support/connecting-stripe). ## Build your tote pools Go to **Inventory** and click **+ Add Product**. A product is a tote pool, a group of interchangeable totes you rent by the count. Give it a name, a SKU, and a unit label. See [Creating your first tote pool](/support/creating-your-first-tote-pool). ## Publish your booking page On **Store front**, set a rate for each pool, then flip its toggle to **Published**. A pool without a price cannot be published, and the page will tell you so. See [Setting up your booking page](/support/setting-up-your-booking-page) and [Publishing your booking page](/support/publishing-your-booking-page). ## Take your first booking Customers order from your storefront. You can also write an order yourself: go to **Orders**, click **New Order**, pick the customer, set the dates, and add line items. A new order starts as a **Draft**. Save it, then use the **Availability** panel to **Place Hold** and, when the customer commits, **Confirm Booking**. See [Creating and editing a booking](/support/creating-and-editing-a-booking). --- ## Inviting a team member Source: https://ontote.com/support/inviting-a-team-member · Topic: Your account · Updated 2026-08-04 How invitations work, who can send them, and how to get one sent today. ## What an invitation is An invitation is a private link tied to one email address and one role. The person opens it, sees your company name and the role they've been offered, signs in with a six-digit emailed code, and lands in your workspace with that role already applied. Invitations expire after **7 days**. Only **owners and admins** can send one, and an admin can invite up to admin, while only an owner can invite another owner. See [Roles and what each one can do](/support/roles-and-permissions). ## How to get one sent today **There is no invite screen in the dashboard yet.** The **Settings** page says as much: settings are limited in this build. The invitation system itself is live, including the acceptance flow, the roles, and the expiry, but the button that starts it isn't in the operator UI. So today: [ask us to send it](/contact?topic=support#send-a-message), with the person's email address and the role you want them to have. We'll trigger the invite and they'll get the link. That's a stopgap, not the plan. It's also why this article is short. ## Accepting an invitation The person you invited: 1. Opens the invite link. It shows your company name and their role, with "You've been invited." 2. Enters their email and gets a six-digit code. 3. Enters the code and joins. If the link has expired or been used, the page reads "Invitation unavailable" and tells them to ask an admin for a new one. Invitations are single-use. ## If someone leaves Removing a member is subject to the same gap as adding one, with no screen for it yet. [Contact us](/contact?topic=support#send-a-message) and we'll remove their access. Related: [Logging in and resetting your password](/support/logging-in-and-resetting-your-password). --- ## Setting up your booking page Source: https://ontote.com/support/setting-up-your-booking-page · Topic: Your booking page · Updated 2026-08-04 The Store front screen, what it controls, and the order to fill it in. Your booking page is the public storefront customers order from. Everything about it is controlled from one screen: **Store front**, reached from the shop icon in the top bar. It has two panels. ## Catalog A list of every tote pool you've created, each with its price, its published state, and an **Edit** button that opens the pool's own editor. The hint at the top counts what's live: "3 of 5 pools published." Below it, the rule that trips people up first is that **a pool needs a default price before it appears on the storefront**. Until you set one, the publish toggle is disabled and the row reads "Set a price first." If you haven't created any pools yet, the panel says so and points you at **Inventory**. Start there: [Creating your first tote pool](/support/creating-your-first-tote-pool). ## Customer-facing content Plain-text fields shown on your storefront's contact, help, and rental agreement pages: - **Contact email** and **Contact phone** - **Hours**: "Mon–Fri 8am–5pm" - **Delivery & pickup policy**: service area, standard windows, fees - **Rental agreement**: your terms, which customers must accept at checkout **Save content** commits the whole panel, and you get a "Saved." confirmation. ## The order to do it in 1. Create your pools in **Inventory**. 2. Connect Stripe, or the page can't take money. See [Connecting Stripe](/support/connecting-stripe). 3. Price each pool and write its description. See [Catalog and pricing](/support/catalog-and-pricing). 4. Write your policy and rental agreement. See [Rental policies and deposits](/support/rental-policies-and-deposits). 5. Publish the pools you want to sell. See [Publishing your booking page](/support/publishing-your-booking-page). **View storefront ↗** in the header opens your live page in a new tab. Use it after every change; it's the only view that shows what customers actually see. ## Messages The **Messages** link in the header collects enquiries sent through your storefront's contact form, with a badge showing how many are new. --- ## Catalog and pricing Source: https://ontote.com/support/catalog-and-pricing · Topic: Your booking page · Updated 2026-08-04 Set a rate, a rate unit, a minimum duration, and a description for each pool customers can order. Pricing is per pool, set on the **Store front** screen. Find the pool in the **Catalog** list and click **Edit** to open its editor. ## The fields - **Storefront description**: what this pool is, in the customer's words. Up to 2,000 characters. - **Rate**: the number, in dollars and cents. - **Per**: what the rate buys: **Day**, **Week**, **Event**, or **Unit**. - **Currency**: a three-letter code, `usd` by default. - **Deposit (optional)**: see [Rental policies and deposits](/support/rental-policies-and-deposits) before you set this; read what it does and doesn't do today. - **Min duration (optional)**: the shortest rental you'll accept, in whatever unit **Per** is set to. Click **Save changes**. **Cancel** closes the editor without keeping anything. ## Choosing a rate unit **Per** determines how a customer's dates turn into a price. A pool at $4.00 **Per: Day** for a five-day rental quotes $20.00 a unit; the same $4.00 **Per: Week** quotes $4.00. Getting this wrong is the most expensive typo on the screen, so check a real date range on your live storefront after you set it. **Event** and **Unit** are flat: the rental length doesn't change the price. ## Minimum duration **Min duration** sets a floor. A three-day minimum on a day-rated pool means a one-day booking is still priced as three. Use it where a short rental costs you the same in delivery and cleaning as a long one. ## Images Each pool takes one image, uploaded from the same editor with **Upload image**, or **Replace image** if there's already one. JPEG, PNG, WebP, AVIF, and GIF are accepted, and **Remove image** clears it. Pools without an image show a placeholder with the unit label on it. ## Price first, publish second A pool with no rate cannot be published. The toggle stays disabled and the row says "Set a price first." Price it, check it on the live page, then publish. See [Publishing your booking page](/support/publishing-your-booking-page). --- ## Deposits and refunds Source: https://ontote.com/support/deposits-and-refunds · Topic: Payments & payouts · Updated 2026-08-04 Refunds are issued from your Stripe Dashboard. Deposits are quoted, not yet charged. ## Refunds There is no refund button in OnTote. Because storefront payments are direct charges on your own Stripe account, you refund them from your **Stripe Dashboard**, exactly like any other charge you take. Find the payment in Stripe (the customer's email and the order date are the quickest way in) and issue a full or partial refund there. The money returns to the customer's card on Stripe's normal timeline, typically five to ten business days. The refund does not change the order's status in OnTote. If the rental isn't happening, release the hold as well, so the totes go back into availability: [Cancelling or changing a booking](/support/cancelling-or-changing-a-booking). ## What a refund costs you Nothing on the OnTote side. We take no fee out of a payment, so there is no fee sitting inside a refunded charge to reclaim — the amount you refund is the amount your customer paid. Stripe's own processing fee on the original charge is Stripe's to decide on; check their refund policy for your account. See [How OnTote billing works](/support/how-billing-works). ## Disputes and chargebacks Disputes land in your Stripe Dashboard and are yours to respond to. Two things in OnTote are worth attaching as evidence: - The **rental agreement snapshot** on the order: the exact text the customer accepted at checkout, not your current terms. - The **tote history** for the totes on that order, which records what condition each one came back in and when. See [Tote history](/support/tote-history). ## Deposits Be clear on what the deposit field does today: the **Deposit** amount on a pool appears in the customer's cart as "Deposit (estimate)," and that's all. It is **not charged** at checkout and **no hold is placed** on the customer's card. The per-customer **Security Deposit** setting on a customer record (none, percentage, or fixed) is stored for reference and future billing work. It doesn't move money either. If you take deposits, collect them separately and set the expectation in your rental agreement. Deposit capture and release is on the roadmap. See [Rental policies and deposits](/support/rental-policies-and-deposits). ## What customers should know A customer asking you about "a hold on my card" is describing a normal card authorization from their bank, not an OnTote deposit. It drops off on its own, usually within a few days. --- ## Pool quantities and what counts as available Source: https://ontote.com/support/pool-quantities-and-availability · Topic: Totes & inventory · Updated 2026-08-04 The seven numbers OnTote tracks per pool, and why available is not simply total minus what is out. Every pool carries a running balance, split across seven numbers. Each tote in the pool sits in exactly one of them. - **Total**: everything you own in this pool, in every state. - **Available**: free to promise right now. - **Held**: blocked by a live hold that hasn't been confirmed or released. - **Booked**: committed to a confirmed order that hasn't gone out yet. - **Out**: physically with a customer. - **Damaged**: back in your possession but not rentable. - **Lost**: unaccounted for. ## Why available is not total minus out Held and booked totes are still sitting in your yard. You can see them, count them, and touch them, and you must not promise them to anyone else. **Available** is the only number that answers "can I say yes to this customer," which is why it's the one availability checks read. Damaged and lost matter for the same reason in reverse: they're missing from your rentable capacity even though nobody has them on rent. ## Availability is per window, not just per pool The balances above are the current picture. When you check an order, OnTote works out what's free **across that order's date window**, taking into account every other hold and booking that overlaps it. That's the **Available** number the order's **Availability** panel shows, and it's usually different from the pool's headline available count. A pool can be fully available today and completely spoken for the week of the 14th. ## Where the numbers move Every state change is written to a ledger, an append-only record of what moved, when, and why. That's what makes the balances reconcile rather than drift, and it's what you're reading when you look at a tote's history. The scan actions are the main way totes change state day to day: [scanning totes out](/support/scanning-totes-out), [checking them back in](/support/checking-totes-back-in), and [flagging damage or loss](/support/damaged-and-lost-totes). ## Reading them in the app The **Inventory** screen lists individual totes with their status chip, grouped by location. For the per-pool rollup against a specific date window, open any order and read the **Availability** panel. See [What availability and confidence mean](/support/availability-and-confidence). --- ## Rental history Source: https://ontote.com/support/customer-rental-history · Topic: Customers · Updated 2026-08-04 Seeing everything one customer has rented. Today that lives on the Orders list, filtered by customer. ## Where to find it The customer record itself doesn't show a rental history yet. To see everything one customer has rented, use the **Orders** list: 1. Go to **Orders**. 2. In **Filter by customer…**, start typing their name. Matches appear in a dropdown with their phone number, so you can tell two Smiths apart. 3. Pick them. Their name becomes a pill on the filter bar and the table narrows to their orders. The status tabs still work on top of the filter, so you can look at just their **Booked** orders, or just what's **Held** right now. The date range filter narrows it further. Click the **×** on the pill to clear the customer filter. ## What you see Every order for that customer: number, dates, quantity, status, confidence, and hold expiry. Click through to any of them for the full record: line items, addresses, notes, and its availability panel. Long histories page rather than scroll forever; **Load more** pulls the next page. ## Reading a customer before you commit This is the practical use. Before you promise a hundred totes to someone, filter to their history and look at what actually happened last time: did they book what they held, did the totes come back, how often did an order change after it was confirmed. For tote-level detail, such as what condition their last load came back in, go through the order to the totes and read their history. See [Tote history](/support/tote-history). ## What's not here yet There's no lifetime-value figure, no rental-count badge on the customer record, and no per-customer report. Reporting and export are on the roadmap. Related: [Customer records](/support/customer-records). --- ## Roles and what each one can do Source: https://ontote.com/support/roles-and-permissions · Topic: Your account · Updated 2026-08-04 Owner, admin, operator, and viewer. What each role can reach, and how the limits are enforced. Everyone in your workspace holds exactly one of four roles. They stack: each one can do everything below it. ## Owner Full access. The only role that can invite another owner. Typically whoever signed the company up. ## Admin Everything an operator can do, plus the settings and integrations that owners control, including connecting Stripe and Google Analytics. An admin can invite people up to admin, but not owner. ## Operator The day-to-day role. Create and edit orders, place and release holds, confirm bookings, scan totes in and out, flag damage, manage customers and pools. What an operator can't do is set up payments or other integrations. Those screens tell them so directly: "Only owners and admins can set up payments." ## Viewer Read-only. Can see orders, inventory, and customers; cannot change anything. The read-only limit is enforced in the database itself, not just by hiding buttons. A viewer's write is refused at the data layer regardless of how it's attempted. The same is true of the boundary between your workspace and anyone else's: a member of one company cannot read another's data, whatever the request looks like. ## Choosing a role - **Yard and office staff taking bookings** → operator. - **A bookkeeper or partner who needs to see the numbers** → viewer. - **Someone who needs to touch Stripe or integrations** → admin. - **Owner** → keep it to the people who should be able to hand out ownership. ## Changing someone's role There's no team management screen in the dashboard yet, and the **Settings** page is thin in this build. To change a role or remove access, [contact us](/contact?topic=support#send-a-message). See [Inviting a team member](/support/inviting-a-team-member). --- ## What availability and confidence mean Source: https://ontote.com/support/availability-and-confidence · Topic: Bookings · Updated 2026-08-04 How OnTote reads your pool balances for a date window, and what Safe, Thin, and Conflict are telling you. Open any saved order and you'll find an **Availability** section. It checks itself automatically whenever the dates or line items change, showing **Checking availability…** while it works. ## The confidence chip One chip summarises the whole order: - **Safe**: every line has room in the window with margin to spare. - **Thin**: it fits, but barely. You can still hold and book; just know there's no slack. - **Conflict**: at least one line asks for more than the window has. The panel shows "Resolve the inventory conflict before holding or booking," and both **Place Hold** and **Confirm Booking** are disabled until you fix it. The same chip appears in the **Confidence** column on the **Orders** list, so you can scan a whole board without opening anything. ## The per-pool rows Under the chip, each line item gets a row with three numbers: - **Requested**: what this order is asking for. - **Available**: what the pool has free across the requested window. - **Remaining**: what would be left if this order went through. Rows carry their own status chip and any warnings specific to that pool, so a conflict on one pool doesn't hide a thin margin on another. ## Advisory vs authoritative This panel is **advisory**. It's a fast read of current balances so you can make a decision, and it can go stale the moment someone else in your team books something. The operations that actually move inventory (placing a hold, releasing it, confirming the booking) re-check the real balances inside the transaction, on the server, at the moment you click. If the inventory moved between the panel's read and your click, the action is refused and you get an error rather than a promise you can't keep. In practice this means two people can't book the same last twelve totes, no matter how good the timing. The panel might show both of them "Safe"; only one of them will get the hold. ## Fixing a conflict Reduce the quantity, change the dates, split the order across pools, or free up inventory by releasing a hold that's no longer live. The panel re-checks on its own after each change. --- ## Business details Source: https://ontote.com/support/business-details · Topic: Your account · Updated 2026-08-04 Which details you can change yourself, which live on Store front, and which need us. Business details are split across three places right now. It's worth knowing which is which before you go hunting on **Settings** for something that isn't there. ## What you can change yourself Everything customer-facing lives on **Store front**, under **Customer-facing content**: - **Contact email** and **Contact phone** - **Hours** - **Delivery & pickup policy** - **Rental agreement** These are the details customers actually read. **Save content** commits them. ## What Stripe holds Your legal business name, tax details, and the bank account you're paid into all live in **Stripe**, collected during payment onboarding. Change them in your Stripe Dashboard, not here. Stripe is the record that matters for payouts and compliance. See [Connecting Stripe](/support/connecting-stripe). ## What's not editable yet The **Settings** screen is deliberately thin in this build and says so: "Tenant and workspace settings are limited in this build. Profile, billing, and advanced configuration will appear here in a later release." Today it holds a link to **Integrations** and a **Sign out** button. There's no field for your company name, your operating address, or your workspace profile. Your **company name** and **company URL** were set at sign-up. Neither can be changed self-serve, so [contact us](/contact?topic=support#send-a-message) and we'll do it. Be aware that changing the company URL changes your storefront address; see [Branding and your store link](/support/branding-and-your-store-link). ## Getting to Settings Open the menu in the top bar and choose **Team & Settings**. --- ## Contact details and notes Source: https://ontote.com/support/contact-details-and-notes · Topic: Customers · Updated 2026-08-04 Where a customer's phone, email, and addresses live, and where to write notes, since the customer record has no notes field. ## Contact details Open **Customers** and click the row. The **Edit Customer** dialog holds everything: - **Email** and **Phone** - **Company** - **Customer Type**: Individual, Business, Wholesale, or VIP - **Subscribed to marketing emails** Change what you need and click **Save**. ## Addresses The form takes a primary address (Address Line 1 and 2, City, State, ZIP, Country) plus as many **Additional Address** blocks as you need. Add one per site for customers who take deliveries in more than one place, and remove any with the **×** on its block. Note that an order carries its **own** delivery address, filled in on the order form. The customer's saved addresses are your reference; the address on the order is where that specific load is going. Changing one doesn't change the other. ## Notes **The customer record has no notes field.** There's nowhere on the customer form to write "always calls ahead" or "gate code 4471." Where notes actually live today, all on the order: - **Internal Notes**: for your team. Not shown to the customer. - **Customer Notes**: what you'd read back to them. - **Line item notes**: a note against one specific pool on the order. So a standing fact about a customer has to be repeated on each order, or kept wherever you keep such things outside OnTote. It's a real gap; if it's costing you, [tell us](/contact?topic=support#send-a-message). That's how it gets prioritised. Scan actions also take notes, and those attach to the tote rather than the customer. See [Tote history](/support/tote-history). Related: [Customer records](/support/customer-records). --- ## Rental policies and deposits Source: https://ontote.com/support/rental-policies-and-deposits · Topic: Your booking page · Updated 2026-09-09 Your rental agreement, your delivery policy, and exactly what a deposit does today. ## Your rental agreement On **Store front**, under **Customer-facing content**, the **Rental agreement** field holds your terms. Plain text, up to 50,000 characters. Separate paragraphs with a blank line. Customers must accept it at checkout, and OnTote snapshots the exact text they agreed to onto their order. If you change your terms next month, the order they placed today still carries the version they actually read. Write it as the terms you'd want to point at in a dispute: late fees, damage liability, what counts as a returned tote. ## Your delivery policy The **Delivery & pickup policy** field, on the same panel, is where your service area, standard windows, and delivery fees go. It's the general rule customers read before booking; the per-order windows are the specific promise. See [Delivery and pickup windows](/support/delivery-and-pickup-windows). ## Deposits, and what they do today Each pool has an optional **Deposit** amount in its **Store front** editor. Be precise about what it currently does: - It **is shown** to the customer in their cart, on a line labelled "Deposit (estimate)". - It is **not charged** at checkout. The Stripe payment covers the rental line items only. - It is **not held** on the customer's card, and no authorization is placed. So today the deposit field sets an expectation, not a charge. If you take deposits, collect them your own way, and say so in your rental agreement, because the word "estimate" on the cart is doing a lot of work otherwise. ## Per-customer deposit settings The customer record has its own **Security Deposit** section (none, a percentage of the order, a fixed amount, or the order amount) alongside a workspace-defined tax profile and a discount percentage. Those values persist on the customer for your reference and for future billing work; like the pool deposit, they don't move money today. Real deposit capture and release is on the roadmap. See also [Deposits and refunds](/support/deposits-and-refunds). --- ## Scanning totes out Source: https://ontote.com/support/scanning-totes-out · Topic: Totes & inventory · Updated 2026-08-04 Look up a tote by barcode, assign it to a reservation, and move it around the yard. Scanning is how individual totes get attached to orders. Open the menu and choose **Scan**, or use the **Scan** button on the **Inventory** toolbar. ## Looking up a tote The search box accepts a **barcode, QR code, or tote ID**. Type it or let a scanner type it for you, then press **Scan**. You get back the tote code, its pool, a status chip and a condition chip, its current location, and when it was last scanned. If the tote is already on an order, you'll see which reservation, which customer, and the dates. **View full details →** opens the tote's own page. If nothing matches, the page says so plainly: "No tote found." ## Assign to reservation For an **Available** tote, the action bar shows **Assign to reservation**. Click it and: 1. Type the **Reservation number**, for example `R-1042`. It resolves as soon as you leave the field. 2. Check the summary: customer, dates, and a count showing how many you've assigned against how many that order requested. That running count is how you know when you've loaded the whole order. 3. Optionally set a **Location** such as "Dock 1" and add notes. 4. Confirm. Repeat for each tote. The count tells you when you're done. ## Move location **Move location** records where a tote physically went, such as "Truck 3" or "Warehouse A", without changing whose it is. Useful for staging a load or tracking a tote between sites. ## Actions you can't take, and why The action bar only offers what's valid for the tote's current state. Everything else sits under **More actions** with the reason spelled out: "Already assigned," "In cleaning," "Marked lost." Nothing is silently missing; you can always see why an action isn't on offer. An available tote can be assigned, moved, marked damaged, sent to cleaning, quarantined, marked lost, or retired. A tote that's already out can only be checked in, moved, or marked lost. ## Recent history Every scan result carries a **Recent history** list showing what happened to this tote, when, and any notes. The full record lives on the tote's detail page. See [Tote history](/support/tote-history). --- ## What holds do and when they expire Source: https://ontote.com/support/how-holds-work · Topic: Bookings · Updated 2026-08-04 A hold blocks inventory without committing the order. Here is how long each kind lasts and how to release one. A hold is the middle ground between "maybe" and "yes." It blocks the totes so nobody else can promise them, without committing the order. ## Placing a hold Open a saved order and find the **Availability** section. While the order is a **Draft** and confidence is not **Conflict**, you'll see a **Place Hold** button. Click it and the order moves to **Held**. Holds placed from the dashboard last **24 hours**. The panel shows a countdown next to the status ("Expires in 6h 20m") and the **Orders** list has a **Hold Expires** column so you can see what's about to lapse without opening anything. ## Holds from storefront checkout When a customer starts checkout on your storefront, OnTote places a hold on their behalf before sending them to Stripe. That hold lasts **30 minutes**, matching the Stripe Checkout session window. The short window is on purpose: an abandoned cart shouldn't sit on your inventory for a day. If the customer pays, the hold becomes a confirmed booking. If they don't, it lapses and the totes go back to available. ## Releasing a hold On a **Held** order, the **Availability** panel shows **Release Hold**. Click it and the order returns to **Draft**, the inventory frees immediately, and the draft fields unlock for editing. Release a hold when the customer goes quiet, when you need the totes for a firmer order, or when you need to change something the held state has locked. ## When a hold expires Availability ignores expired holds straight away. The totes count as available again from the moment the clock runs out, whether or not anything has tidied up the record. Automatic release of stale holds is on the roadmap rather than shipped, so an expired hold can still show as **Held** on the order until someone releases it. The inventory is already free; the label is what lags. ## Holds vs bookings A hold is temporary and reversible. A **Booked** order is operational truth, and dispatch, delivery, and billing all treat it as an obligation. Confirm the booking when the customer has actually committed, not before. See [Creating and editing a booking](/support/creating-and-editing-a-booking). --- ## When your payout arrives Source: https://ontote.com/support/when-your-payout-arrives · Topic: Payments & payouts · Updated 2026-08-24 Payouts come from Stripe on your Stripe schedule, not from OnTote. Where to check in OnTote and in Stripe, and why a first one is slower. Money never passes through OnTote. A storefront payment is a direct charge on your own Stripe account, so Stripe pays you on Stripe's schedule, straight to the bank account you gave them during onboarding. ## Where to look **Money → Payouts** in OnTote shows your Stripe balance and recent payouts, read live from Stripe each time you open it. It's a window, not a second ledger: OnTote holds no balance of yours, so there is no separate pot of money to reconcile against. For anything beyond a quick look — changing your payout schedule, chasing a hold, downloading statements — go to your **Stripe Dashboard**, under Payouts. That is the authoritative view, and the button in Money takes you straight there. ## The usual timing On a standard Stripe account, payouts are **daily on a rolling basis**, arriving about **two business days** after the payment. So a Tuesday booking typically lands Thursday. You can change that schedule to daily, weekly, or monthly in your Stripe Dashboard's payout settings. It's a Stripe setting, not an OnTote one. ## Your first payout takes longer New accounts wait longer for the first one, commonly **seven to fourteen days** after the first successful payment. Stripe holds it while the account establishes. This is normal and it doesn't mean anything is wrong. ## If a payout hasn't arrived Work down this list: 1. **Is your status Accepting payments?** Check **Team & Settings → Integrations → Payments**. Anything else, such as **Finish setup** or **Action needed**, means Stripe is still waiting on you. See [Connecting Stripe](/support/connecting-stripe). 2. **Are payouts enabled, separately from payments?** Stripe checks the two independently, so an account can take a card before it can send you the money. **Money → Payouts** says so plainly when that is the case. 3. **Did the payment actually succeed?** A booking that reached your **Reservations** list without a completed payment isn't money owed — **Money → Balances** lists exactly what is still outstanding. 4. **Is it the first one?** See above. 5. **Is there a payout hold on the account?** Stripe shows this in your Dashboard, usually with a request for documents. Almost everything on that list is answered in Stripe, not in OnTote. If Stripe says the payout went out and your bank disagrees, that's a conversation with Stripe support. ## What comes out before you're paid Nothing from OnTote. We take no fee out of a payment, so what Stripe pays out is the full amount your customer paid, less Stripe's own processing fee. Your OnTote plan is a flat monthly price billed separately. See [How OnTote billing works](/support/how-billing-works). --- ## Branding and your store link Source: https://ontote.com/support/branding-and-your-store-link · Topic: Your booking page · Updated 2026-08-04 Where your storefront address comes from, how to find it, and what you can style today. ## Your store link Your storefront lives at your company URL plus `.ontote.com`: `https://yourcompany.ontote.com` The slug comes from the **Company URL** you chose at sign-up. It's the address you put on invoices, in your email signature, and behind the "Book now" button on your own website. To open it, go to **Store front** and click **View storefront ↗** in the header, and it opens your live page in a new tab. That's also the fastest way to check a change actually landed. ## Changing the slug There's no self-serve way to change your company URL after sign-up, which is why it's worth a moment's thought at the time. If you need it changed, [contact us](/contact?topic=support#send-a-message). ## Custom domains Running the storefront on your own domain, `book.yourcompany.com`, is on the roadmap, not shipped. Today every storefront is on an `ontote.com` subdomain. ## What you can brand today Storefront theming is deliberately minimal in this build. What actually carries your identity: - **Your company name and URL**, which appear throughout the storefront. - **A photo on every pool**: upload one per pool from its **Store front** editor. This is the single biggest visual difference between a storefront that looks like yours and one that looks like a template. - **Your descriptions**: the storefront description on each pool, plus your hours, delivery policy, and rental agreement. There's no logo upload, colour picker, or custom CSS. If storefront theming matters to your launch, tell us. [Roadmap feedback](/contact?topic=roadmap#send-a-message) is how priorities get set. Related: [Catalog and pricing](/support/catalog-and-pricing) and [Publishing your booking page](/support/publishing-your-booking-page). --- ## Checking totes back in Source: https://ontote.com/support/checking-totes-back-in · Topic: Totes & inventory · Updated 2026-08-04 The four condition options on return, and where each one sends the tote. When totes come back, scan them in. Open **Scan**, look up the tote by barcode, QR code, or tote ID, and click **Check in / Return**. The action only appears for a tote that's actually out. On an available tote it sits under **More actions** with the reason "Not checked out." ## Pick a condition The check-in panel makes you choose one of four, and each one routes the tote somewhere different: - **Good, return to available.** Straight back into rentable stock. - **Dirty, send to cleaning.** Out of availability until someone marks it clean. - **Damaged, mark damaged.** Out of availability, counted in the pool's damaged number. - **Needs repair, mark damaged.** Same destination as damaged; different word for your records. This is the moment your counts either stay honest or start drifting, so it's worth doing at the truck rather than from memory later. ## Location and notes **Return location** is optional ("Warehouse A") and so are **Notes**. Both are worth filling in when the tote is anything other than clean: "chipped lid," "returned wet." The note lands on the tote's permanent history. Then click **Check In**. ## Getting a tote back out of cleaning A tote in **Cleaning** doesn't come back on its own. Scan it and choose **Make available** when it's clean and ready. From cleaning you can also mark it damaged, quarantine it, move it, or mark it lost. ## Doing a whole load There's no bulk check-in. It's one tote at a time by design, because the condition call is per-tote. Scan, pick a condition, confirm, next. Related: [Scanning totes out](/support/scanning-totes-out) and [Damaged and lost totes](/support/damaged-and-lost-totes). --- ## Delivery and pickup windows Source: https://ontote.com/support/delivery-and-pickup-windows · Topic: Bookings · Updated 2026-08-04 The four window fields on an order, how they differ from the rental dates, and where customers see your policy. Every order has two sets of dates, and they do different jobs. ## Rental dates vs windows **Date Range**, meaning **Start Date** and **End Date**, is the rental period. It's what availability is checked against and what the customer is billed for. Both are required. **Delivery & Pickup Windows** are the operational promise: when you'll actually turn up. Four optional fields, each a date *and* a time: - Delivery Window Start - Delivery Window End - Pickup Window Start - Pickup Window End A rental might run the 3rd to the 10th while you deliver between 8am and 11am on the 3rd and collect between 1pm and 5pm on the 10th. That's the distinction: the rental dates say how long they have the totes, the windows say when your truck is at the door. ## Filling them in Open the order and scroll to **Delivery & Pickup Windows**. They're editable while the order is a **Draft** and become read-only once it's held or booked, along with the rest of the draft fields. Leaving them blank is fine. Availability doesn't use them, so an order with no windows is still a valid order. You just haven't written down when you're going. ## Telling customers your policy The windows on an order are internal. What customers read before they book is the **Delivery & pickup policy** on **Store front**, under **Customer-facing content**. That's the free-text field for your service area, your standard windows, and any delivery fees. Write the general rule there once; use the per-order windows for the specific promise on the day. ## What isn't here yet There's no route-day board, no driver view, and no automatic notification to the customer when a window is set. Those are on the roadmap. Today the windows are a field on the order that your team reads, a shared note rather than a dispatch system. --- ## How OnTote billing works Source: https://ontote.com/support/how-billing-works · Topic: Payments & payouts · Updated 2026-09-03 One flat monthly price for your tier, a monthly allowance of online orders, no percentage of your bookings, and where to read it all back in the dashboard. OnTote charges you **one fixed monthly price** for your tier. That is the whole of what you pay us. ## Nothing is taken from your bookings There is no percentage fee, no commission, and no per-booking charge. When a customer pays you through your storefront, the payment is a direct charge on **your own** Stripe account and the full amount settles to you. OnTote takes nothing out of it and adds nothing to what your customer is asked to pay. This applies to everything captured against a booking — the rental itself, extensions, damage and late fees. It is all yours. **If you signed up before September 2026**, you may remember a booking fee: a small percentage of each paid booking, taken as a Stripe application fee, on tiers priced as a monthly floor plus a rate. That model has been removed. Nothing is owed retroactively, and no percentage is being taken from your bookings today. ## Your first 14 days are free Every new workspace starts with a **14-day free trial** on Starter. No card, no charge, and no order limit applied while it runs. Billing begins with your first full calendar month after the trial ends. ## What the price is Prices are per tier and published on the [pricing page](/pricing), which is the authority. Each listed tier is a flat monthly price that includes an allowance of paid **online** orders; the Custom tier is quoted to your operation and has no limit. Your bill is the same every month whatever you book. Booking more does not raise it. ## The monthly order allowance Your tier includes a set number of paid orders taken through your OnTote storefront each calendar month — 10 on Starter, 40 on Growth, 160 on Enterprise. **The allowance is enforced.** Once you reach it, your storefront stops accepting new online bookings for the rest of the month. Customers are told to contact you directly; they are never shown anything about your plan. Bookings you have already taken are unaffected, and the allowance resets on the 1st. Two things do not count against it: - **Orders you settle outside Stripe.** An order you write in the dashboard and take by cheque or bank transfer never touches Stripe and never counts. - **Anything during your trial.** If you need more, moving up a tier restores online booking immediately. If the totes are already going out and you cannot wait, an **owner or manager** can confirm an individual booking past the allowance from the dashboard — you will be asked why, and the reason is recorded on that booking's activity. **Money → Fees & pricing** shows where you are against the allowance as the month runs. ## Orders you settle outside Stripe An order you write by hand in the dashboard and settle by cheque or bank transfer never touches Stripe. That made a difference under the old percentage model; it makes none to your bill now. It does still matter in one way: those orders do not count against your monthly online-order allowance. ## Reading it back **Money → Fees & pricing** in OnTote shows your plan, its monthly price, how many of your included orders you have used, and your booking volume for this month and last. Nothing on that page is a charge. It is a statement, so the month-end number is never a surprise. ## Refunds Refunding a charge in Stripe is between you and your customer — there is no OnTote fee sitting inside it to reclaim. See [Deposits and refunds](/support/deposits-and-refunds). ## Questions about your bill Pricing questions about tiers, caps, and annual prepay are best sent to us directly: [ask a pricing question](/contact?topic=pricing#send-a-message). --- ## Notifications Source: https://ontote.com/support/notification-settings · Topic: Your account · Updated 2026-08-04 What the Notifications screen is for, and what it does today. There's a **Notifications** screen behind the bell icon in the top bar, and it's honest about where it stands: "Notification delivery is not available in this build." ## What it will hold Hold expirations, booking updates, and operational alerts, in one place. Those are the events that matter to an operator: a hold about to lapse, a storefront booking that just came in, an order that changed. ## What to watch instead, today Until delivery is live, the dashboard shows you the same facts if you know where to look: - **Holds about to expire**: the **Hold Expires** column on the **Orders** list, or the **Held** status tab. See [What holds do and when they expire](/support/how-holds-work). - **New storefront bookings**: they appear in the **Orders** list like any other order. - **Customer enquiries**: the **Messages** link on **Store front**, with a badge for unread ones. - **Payments**: your Stripe Dashboard, which does send its own emails. The practical habit is a look at the **Held** tab at the start and end of the day. That's the one thing nothing else will tell you about. ## Customer-facing notifications There's no automated email or SMS to customers either: no booking confirmation, no delivery reminder from OnTote. Stripe sends its own receipt for a card payment, and that's the only automatic message a customer gets today. Communications and automations are on the roadmap. If a specific message would change how you work, [tell us which one](/contact?topic=roadmap#send-a-message). That's what shapes the order things get built in. --- ## Cancelling or changing a booking Source: https://ontote.com/support/cancelling-or-changing-a-booking · Topic: Bookings · Updated 2026-08-04 How to change an order that is already held or booked, and what to do about a cancellation today. ## Changing a held order An order that's **Held** shows a banner reading "This order is Held. Draft fields are locked," and the form goes read-only. To change it: 1. Open the order and find the **Availability** section. 2. Click **Release Hold**. The order drops back to **Draft** and the fields unlock. 3. Make the change and click **Save Changes**. 4. Click **Place Hold** again. Releasing frees the inventory for anyone else in the window between step 2 and step 4. On tight inventory, do it quickly, or check the confidence chip before you release so you know what you're risking. See [What availability and confidence mean](/support/availability-and-confidence). ## Changing a booked order A **Booked** order is locked the same way, and there is no release step for it in the dashboard today. If a booked order needs to change, the practical route is a new order for the corrected version, and [contact us](/contact?topic=support#send-a-message) if the original needs unwinding. ## Cancelling **Cancelled** is a real status: it appears on the status chips and there's a **Cancelled** tab on the **Orders** list. But there is **no cancel button in the dashboard yet**. Nothing in the operator UI moves an order into that state on its own. What you can do today: - **Not yet held**: a draft that isn't going ahead holds no inventory. Leave it, or clear its line items so nobody mistakes it for live work. - **Held**: click **Release Hold**. The totes are free again immediately, which is the part that matters operationally. - **Booked**: [contact support](/contact?topic=support#send-a-message) and we'll sort it out with you. A richer order workflow, including proper cancellation, is on the roadmap. ## Refunds Refunds are not issued from OnTote. A storefront payment is a direct charge on your own Stripe account, so you refund it from your Stripe Dashboard like any other charge. See [Deposits and refunds](/support/deposits-and-refunds). --- ## Damaged and lost totes Source: https://ontote.com/support/damaged-and-lost-totes · Topic: Totes & inventory · Updated 2026-08-04 Flagging a tote as damaged, quarantined, lost, or retired, and getting it back into service. Totes come back broken, go missing, or need pulling out of circulation. All of it runs through **Scan**: look up the tote, then pick the action. ## The four exception actions - **Mark damaged**: physically back with you but not rentable. Counts toward the pool's damaged number. - **Quarantine**: held aside pending a decision. Contamination, a suspect batch, an insurance question. - **Mark lost**: unaccounted for. Available on almost every state, because a tote can vanish from anywhere. - **Retire**: end of life. A retired tote has no further actions; it's the terminal state. Each opens a panel asking for **Notes**. Some require them, and the placeholder reads "Required, describe the reason." Write the actual reason; it's the only record of why a tote left service, and future-you will want it. The confirm button on these panels is styled as a destructive action, because they take rentable stock off the board. ## Getting a tote back Damaged, quarantined, and lost are all reversible: - From **Damaged**: **Make available**, **Send to cleaning**, **Quarantine**, or **Retire**. - From **Quarantined**: **Make available**, **Mark damaged**, **Send to cleaning**, or **Retire**. - From **Lost**: **Make available** (it turned up) or **Retire**. **Retired** is the one door that doesn't open again. ## What it does to your counts Damaged and lost totes leave the available balance immediately, so availability checks stop promising them the moment you flag them. That's the point of doing it at the moment of discovery rather than at month end. See [Pool quantities and what counts as available](/support/pool-quantities-and-availability). ## Billing the customer OnTote doesn't bill damage or loss fees today. Marking a tote damaged records the operational fact; recovering the cost is a conversation you have with the customer, and a charge you raise in Stripe. Deeper exception and billing workflows are on the roadmap. --- ## Logging in and resetting a password Source: https://ontote.com/support/logging-in-and-resetting-your-password · Topic: Your account · Updated 2026-08-04 Sign in with an emailed code or a password, and what to do when you have forgotten the password. Sign in at **app.ontote.com**. There are two ways in, and the sign-in page lets you pick with **Sign in with code** and **Sign in with password**. ## Sign in with code The default, and the one that can't lock you out. 1. Enter your email address and click **Send code**. 2. Check your email for a six-digit code. 3. Enter it and click **Verify code**. If it doesn't arrive, **Resend code** sends another, and **Use a different email** starts over. Check spam before assuming it's broken. ## Sign in with password If you set a password when you signed up, choose **Sign in with password**, enter your email and password, and click **Sign in**. The password is optional at sign-up, and plenty of accounts don't have one at all. ## Forgotten your password **There is no password reset flow.** No "forgot password" link, no reset email. You don't need one: switch to **Sign in with code** and sign in with an emailed code instead. It's the same account either way, and it works whether or not you ever set a password. If you specifically want a new password on the account, [contact us](/contact?topic=support#send-a-message). ## Not a member of this organization If the page says you're not a member, your email address hasn't been added to the workspace. Ask an owner or admin at your company to invite you. See [Inviting a team member](/support/inviting-a-team-member). ## Signing out Open the menu, choose **Team & Settings**, and click **Sign out**. ## Trying it without an account The sign-in page offers **Try the demo**, which is Demo Tote Co. with sample reservations and no email required. It's the fastest way to show a colleague what the app does. --- ## Publishing and taking it down Source: https://ontote.com/support/publishing-your-booking-page · Topic: Your booking page · Updated 2026-08-04 Flip a pool live, take one down, and understand what unpublishing does to orders already placed. Publishing is per pool, not per storefront. There's no single on-off switch for the whole page. You decide pool by pool what customers can order. ## Publishing a pool On **Store front**, find the pool in the **Catalog** list and flip its toggle. The label switches from **Unpublished** to **Published**, and the counter at the top of the panel updates: "3 of 5 pools published." Two things have to be true first: - **The pool has a price.** No rate, no publish. The toggle is disabled and the row reads "Set a price first." - **Stripe is connected.** A published pool with no payment setup gives customers a page they can't check out from. See [Connecting Stripe](/support/connecting-stripe). Then click **View storefront ↗** and look at it as a customer would. Check the price against a real date range before you tell anyone the page is live. ## Taking a pool down Flip the same toggle back. The pool disappears from the storefront immediately. Unpublishing is the right move when a pool is fully committed for a busy season, when you're re-pricing it, or when you're editing its description and don't want a half-written version public. ## What unpublishing does not do - It **does not cancel** or change orders already placed for that pool. Existing holds and bookings stand. - It **does not take the pool out of your dashboard**. You can still put it on orders yourself under **Orders**. - It **does not affect availability**. The counts are unchanged; you've only closed the public door. Unpublishing is about what customers can order next, not about what's already promised. ## Active vs published Two different switches, easy to confuse: - **Active**, on the product in **Inventory**, is whether the pool is in circulation at all. Inactive pools show an **Inactive** badge on the **Store front** list. - **Published**, on **Store front**, is whether customers can order it. A pool can be active but unpublished, in use internally but not sold online. See [Creating your first tote pool](/support/creating-your-first-tote-pool). --- ## Tote history Source: https://ontote.com/support/tote-history · Topic: Totes & inventory · Updated 2026-08-04 Every scan and state change on a single tote, in one timeline. Every action on a tote is recorded permanently. Nothing is edited or overwritten. A correction is a new entry, not a rewrite of the old one. ## Finding a tote's page Two routes: - **Scan** the tote, then click **View full details →** on the result. - From **Inventory**, open the tote from the list. ## What the page shows **General** carries the tote's identity and current position: tote code, barcode, QR value, current location, last scanned time, and the date it was added. Its status and condition chips sit in the header next to the pool name. If the tote is currently on an order, a **Currently assigned to** block shows the reservation number, the customer, and the rental dates. **History** is the timeline. Each entry gives the event type, the state change it caused (`available → checked_out`), the location it moved to, the reservation it was tied to, the timestamp, and any notes whoever scanned it left. If nothing has happened yet, it says "No history recorded yet." ## What it's good for - **Disputes.** A customer says the tote came back clean. The history says what condition was recorded, when, and by which scan. - **Reconciliation.** A pool's counts and a tote's history are the same facts from two directions. When the balance looks wrong, the timeline shows where it diverged. - **Repeat damage.** A tote that keeps coming back marked dirty or damaged has that pattern written on its own page. This is also why the **Notes** field on the scan panels matters. "Chipped lid, front left" is a useful history entry; a blank note is not. Related: [Scanning totes out](/support/scanning-totes-out) and [Checking totes back in](/support/checking-totes-back-in). ---