Manage Rental Damage and Missing Items

Overview #

Damage or missing items may be identified during an active rental, at return or during a post-return inspection.

Record each issue accurately and retain evidence connecting:

• The affected asset or item
• The rental job
• Dispatch condition
• Return condition
• The reported problem
• Immediate action
• Investigation
• Corrective work
• Final resolution

Important: Record observed facts rather than assigning blame. Responsibility and commercial recovery should be determined through your organisation’s authorised review process.

Damage versus missing item #

Issue	Meaning	Example
Damage	The asset or component returned in a changed or defective condition	New dent in an access panel
Missing asset	A dispatched asset has not been returned or accounted for	Generator remains at an unknown location
Missing accessory	An included component was not returned	Battery charger missing
Normal wear	Expected deterioration within approved limits	Minor tyre wear from normal operation
Pre-existing damage	Damage recorded before dispatch	Existing scratch shown in dispatch photographs
Defect	A condition that does not meet an operational or safety requirement	Emergency stop does not operate

Use your organization’s approved definitions.

Before you begin #

Before recording damage or a missing item, confirm:

• The correct rental job is open
• The affected asset was included in the rental
• Dispatch records are available
• Return records are available where applicable
• Asset identity has been verified
• Relevant photographs and readings can be reviewed
• Immediate safety action has been taken
• You have permission to record the issue

Identify when the issue was found #

Record whether the issue was identified:

• During the active rental
• When a fault was reported
• During collection
• At physical return
• During return inspection
• During cleaning
• During maintenance
• After the rental was closed

The discovery date may differ from the date the damage occurred.

Do not guess the damage date if it cannot be confirmed.

Review dispatch evidence #

Before determining whether damage is new, review:

• Dispatch photographs
• Pre-dispatch inspection
• Existing condition notes
• Meter readings
• Handover documents
• Accessory list
• Previous defects
• Operational restrictions

Compare this evidence with the returned condition.

A condition should not be classified as new rental damage when it was clearly documented before dispatch.

Verify the asset or item #

Confirm:

• Asset number
• Serial number
• Registration number
• Component number
• Accessory description
• Quantity dispatched
• Quantity returned
• Rental-job reference

Do not record damage against a similar asset or record a missing quantity without verifying what was supplied.

Record rental damage #

To record damage:

1. Open the relevant rental job.
2. Select the affected asset.
3. Open the return, condition, finding or issue section.
4. Select Add Damage, Record Finding, Report Fault or the corresponding action.
5. Describe the damage.
6. Identify its location.
7. Select its type and severity where available.
8. Record whether the asset can be used.
9. Add photographs and measurements.
10. Record immediate action.
11. Save the issue.
12. Confirm that it is linked to the rental and asset.

Use the exact function available in your AssetIQ environment.

Describe damage clearly #

A useful description explains:

• What is damaged
• Where it is located
• Apparent extent
• Observable effect
• Whether it affects operation
• Immediate action taken

Preferred description #

“New dent approximately 80 mm wide on the lower-left rear access panel. Paint is broken and the panel does not close completely. The damage is not visible in the dispatch photographs. Asset moved to the inspection area.”

Description to avoid #

“Customer damaged machine.”

The preferred description records evidence without making an unsupported attribution.

Classify the issue #

Where AssetIQ provides classifications, select the most accurate option.

Possible examples include:

• Structural
• Mechanical
• Electrical
• Hydraulic
• Safety
• Cosmetic
• Missing component
• Missing accessory
• Contamination
• Cleaning required
• Excessive wear
• Documentation or label issue

The available categories depend on your organization’s configuration.

Assess severity #

Use your organization’s approved severity definitions.

A general framework may be:

Severity	General meaning	Typical action
Critical	Immediate safety or serious operational risk	Isolate and escalate immediately
High	Significant defect requiring urgent repair	Keep unavailable and create priority work
Medium	Corrective work required within a planned period	Schedule maintenance
Low	Minor issue with limited immediate impact	Monitor or correct routinely
Observation	Condition requiring review but not necessarily repair	Assess and record decision

Do not reduce the severity to avoid operational restrictions or commercial discussion.

Apply immediate controls #

When damage creates a risk:

• Stop operation
• Isolate the asset
• Apply a warning tag
• Move it to a controlled area
• Notify the maintenance or safety team
• Restrict further use
• Arrange technical assessment
• Prevent future allocation

Recording the issue in AssetIQ does not replace physical safety controls.

Attach evidence #

Useful evidence may include:

• Dispatch photographs
• Return photographs
• Close-up images
• Meter readings
• Inspection results
• Test results
• Handover documents
• Operator report
• Transport report
• Witness information
• Maintenance assessment
• Manufacturer guidance

Ensure photographs are clear and attached to the correct asset and finding.

Record a missing main asset #

If a dispatched asset has not returned:

1. Confirm that it was dispatched.
2. Check whether a return was recorded elsewhere.
3. Confirm its last known location.
4. Contact the recipient and transporter.
5. Review transfers and substitutions.
6. Check workshops and storage areas.
7. Record contact attempts.
8. Escalate through the missing-asset process.
9. Keep the rental and asset outstanding.
10. Do not delete or dispose of the asset record.

An overdue asset is not automatically missing. Investigate before applying the missing classification.

Record a missing accessory #

If an accessory is missing:

1. Confirm it was recorded at dispatch.
2. Verify whether it has an individual asset number.
3. Check the return area and transport vehicle.
4. Contact the recipient.
5. Record the missing item and quantity.
6. Add photographs of the returned package where useful.
7. Assign follow-up responsibility.
8. Keep the item outstanding until resolved.
9. Record its eventual return, replacement or authorized write-off.

Do not remove it from the dispatch list to make the rental appear complete.

Manage partial quantities #

For quantity-controlled items, compare:

Item	Dispatched	Returned	Outstanding
Safety barriers	10	8	2
Battery chargers	3	3	0
Remote controls	2	1	1

Verify the unit of measure and record damaged items separately from missing items.

Investigate the issue #

The investigation may include:

• Comparing dispatch and return evidence
• Speaking with the recipient
• Contacting the operator
• Checking transport records
• Reviewing site-movement records
• Inspecting the asset
• Obtaining a technical assessment
• Checking earlier inspections
• Reviewing maintenance history
• Checking whether the issue was reported during the rental

Document confirmed facts, unresolved questions and the next action.

Avoid unsupported attribution #

Do not state that a customer, operator, transporter or employee caused the damage unless the authorized investigation supports that conclusion.

Use neutral wording such as:

• “Damage was not visible in the dispatch photographs.”
• “Cause not confirmed.”
• “Technical assessment requested.”
• “Recipient advised that the issue was first observed on 22 September.”

This preserves an objective operational record.

Create corrective work #

If maintenance or repair is required:

1. Open the damage or finding record.
2. Select Create Work Order, Create Action or the corresponding action.
3. Confirm the correct asset.
4. Link the rental and finding.
5. Describe the required assessment or work.
6. Set the priority.
7. Assign a competent person or team.
8. Enter the due date.
9. Add safety instructions.
10. Attach evidence.
11. Save and issue the work.

The finding records what was observed. The work order records what must be done.

Record commercial follow-up #

Damage or missing items may require separate administrative action, such as:

• Customer notification
• Damage assessment
• Repair quotation
• Insurance notification
• Replacement-cost review
• Loss report
• Purchase-order update
• Invoice adjustment
• Contract review

AssetIQ’s operational record may support this process but may not automatically create charges or update a finance system.

Do not record a charge or assign financial responsibility without the required approval.

Manage an item returned later #

If a missing item is later returned:

1. Verify its identity.
2. Record the actual return date.
3. Inspect its condition.
4. Update the outstanding record.
5. Attach evidence.
6. Review whether any commercial follow-up changes.
7. Confirm whether additional work is required.
8. Record the resolution.

Preserve the original late or missing history.

Manage a replaced or written-off item #

If an item will not return:

1. Complete the required investigation.
2. Obtain authorized approval.
3. Record whether it is replaced, written off, lost or otherwise resolved.
4. Enter the replacement reference where applicable.
5. Complete the required asset lifecycle process.
6. Update related commercial or insurance records.
7. Record the final resolution.
8. Retain the rental history.

Do not directly delete the asset or accessory from AssetIQ.

Verify repair completion #

Before resolving rental damage:

1. Review the completed work order.
2. Confirm the work performed.
3. Check repair evidence.
4. Review test results.
5. Complete re-inspection where required.
6. Confirm the asset’s operational status.
7. Obtain return-to-service approval.
8. Record the resolution.

Creating or completing a work order does not automatically prove that the asset is safe for use.

Close the issue #

Close or resolve the damage or missing-item record only when:

• The investigation is complete
• Required repair is verified
• Missing items are returned or formally resolved
• Required approvals are recorded
• Commercial or insurance handoff is complete where required
• Operational restrictions are reviewed
• Resolution comments are entered

If the rental must close before the issue is resolved, ensure the linked record remains open and clearly assigned.

Close-out comment example #

“Remote control RC-018 was not included in the 30 September return. The recipient confirmed it remained at the project site. It was collected and returned on 4 October, inspected and found serviceable. Missing-item action ACT-0218 closed. Original late-return history retained.”

Common issues #

No dispatch photographs are available #

Record the current condition objectively and investigate using inspections, handover records and other evidence. Do not assume when the damage occurred.

Damage was found after the rental closed #

Follow the authorized reopening or post-closure correction process. Link the new finding to the completed rental.

The customer disputes responsibility #

Retain objective evidence and escalate through the organization’s commercial or contractual process. Do not alter the condition record to resolve the dispute.

A missing item has no separate asset record #

Record its description, quantity and identifying information in the available controlled-item or finding record.

The work-order option is unavailable #

Create the work through the Maintenance module if permitted and include the rental and finding references.

The main asset returned, but an accessory remains missing #

Keep the accessory outstanding. Do not treat the rental package as fully reconciled without an approved exception.

The damaged asset appears available #

Apply the authorized operational restriction and notify the AssetIQ administrator if the workflow failed to prevent allocation.

Recommended practices #

When managing rental damage and missing items:

• Verify the correct rental and asset
• Compare dispatch and return evidence
• Use factual descriptions
• Identify the exact damage location
• Apply approved severity criteria
• Take immediate safety action
• Attach clear evidence
• Reconcile every controlled item
• Keep missing items visible
• Avoid assigning unsupported blame
• Link corrective work to the finding
• Keep commercial decisions separate and authorized
• Verify repairs before resolution
• Preserve late-return and correction history
• Close issues only after formal resolution

Next steps #

After recording the issue:

• Create Follow-up Actions or Work Orders
• Return Assets and Record Their Condition
• Close a Rental Job
• View and Export Rental History