About this guide

This guide walks through one rental from the first customer contact to the final settlement, in the order it happens at the counter and in the yard. Read it top to bottom once, then use the chapter headings as a lookup when a booking reaches that stage.

Who it is for

Role	Where they work	What they do in Torque
Agent, on-site	At the branch counter	Takes inquiries, creates and changes bookings, takes payment, hands vehicles over and takes them back
Agent, off-site	Phone, email, chat from another location	Takes inquiries, creates and changes bookings, sends payment links, answers customer messages
Yard	In the yard, with a tablet	Prepares vehicles, records condition, kilometres and fuel at handover and handback

Agents work in the Torque console in a web browser. Yard staff work mostly on the tablet, where the console hands them the vehicle steps of a handover or handback.

Terms used throughout

Term	Meaning
Class	A group of similar vehicles sold under one name and one price. How specific a class is is chosen by the business; some rental companies choose wide categories such as “Compact SUV” while others may be more specific with e.g. “Corolla Sedan”. Customers book a class, not a specific car.
Vehicle	A specific car in your fleet, identified by its rego/VIN
Booking	The commercial contract with the customer: who, what class, which dates, which products, what it costs
Reservation	The claim on your fleet behind a booking: one vehicle of the booked class is kept free for those dates
Hold	A short-lived reservation made while a customer is still choosing or paying. It expires if the booking is not confirmed
Service product	What the customer buys, such as a Daily Rental or a Long-Term Hire. It bundles the pricing elements that make up the price
Pricing element	One priced component of a product: the daily rate, a young driver fee, an extra driver, a one-way fee, excess kilometres
Line	One service product on a booking. A booking usually has one line; a split booking or a vehicle swap adds more
Statement	The running account of a booking: what was sold, what was invoiced, what was paid
Bond	A security amount held on the customer’s card for the duration of the hire and released after handback

All prices in Torque are shown including GST unless a screen says otherwise. Rates are set up ex-GST by the administrator and the tax is added at the moment of sale.