Customer inspections
Customers can photograph the vehicle through their booking’s Customer link without a staff account. Their photos stay linked to the booking, vehicle and pickup or return stage. Staff review the findings in Nomora.
This works for every booking, whether you hand over the keys in person or the customer unlocks the vehicle remotely.
The inspection card appears on the Customer link when you ask for photos at the current stage, or when photos for that stage already exist. It does not depend on the booking form or an online payment, so it also shows when you collect neither through Nomora. To ask a customer for photos, set Customer inspection on the booking, the client or the organization as described below.
When customers can take photos
| Booking status | Available capture |
|---|---|
| Pending or confirmed | Pickup photos, starting one hour before the booking’s scheduled start. |
| Active | Return photos, including when the scheduled return time has passed. |
| Completed or cancelled | Customer capture is unavailable. |
The pickup window uses your organization’s timezone. Before it opens, the customer sees when photos can be taken. Customers can submit up to three sets of photos per stage. Staff inspections do not use that customer allowance.
What the customer does
- Open the Customer link on a phone and choose Take photos under Inspect the vehicle. If photos already exist for this stage, choose Retake.
- Tap Start, allow camera access and follow the walk-around instructions.
- Add close-ups of existing damage at pickup or anything new at return, then tap Done.
- Wait for Photos saved, which shows the capture time and photo count, then use Back to booking.
Location access is optional. Refusing it does not stop the customer from taking photos.
The confirmation means the photos are in the booking record. Customers do not see AI findings in this capture flow. Your team still needs to review the inspection and check the report.
If the customer reaches the photo-set limit or needs a correction after capture closes, they should contact your team.
Ask a customer for photos
Customer inspection has three choices:
| Choice | What the customer is asked for |
|---|---|
| Don’t ask | Nothing. The inspection card stays off the link. |
| At pickup | Pickup photos only. |
| At pickup and return | Pickup photos, then return photos while the rental is active. |
Set it in any of three places:
- One booking. Open the booking and find Customer inspection under the Customer link. This is the place to ask a single customer without changing anything else.
- One client. Edit the client and set Customer inspection. It applies to all of that client’s bookings.
- Everyone. Go to Settings → Channels → Shareable links and set Ask customers for photos.
Nomora uses the booking’s choice first, then the client’s, then the organization default. Leave a booking or client on its default when it should follow the wider rule.
The card is on the Customer link as soon as you ask. Until one hour before the rental starts it tells the customer when the photos can be taken, and from then on it offers Take photos. The customer needs nothing but the Customer link they already have. If you want to send them straight to the camera, Copy inspection link in the booking’s Customer inspection section gives you that page’s address.
Remote unlock and lock
When the customer unlocks the vehicle remotely, requested photos come first. Pickup photos must be saved before the customer can unlock, and with At pickup and return, return photos must be saved before they can lock. With At pickup, locking is never held back by photos.
A booking-linked inspection with photos for the correct stage satisfies the request, whether staff or the customer took it. The customer does not have to wait for AI analysis or staff review. Other remote lock and unlock requirements still apply.
Handover in person
When you hand over the keys yourself, the request does not block anything. The customer sees the card and can take the photos, and you can still complete Check Out and Check In whether or not they did. See vehicle pickup and return for the staff handover process.