If you sell products — gas refills, drinking water, groceries, hardware — customers order from you rather than book you. This page follows one order from the moment it lands to the moment it is delivered and paid. Booked services work differently; see Getting booked. For the customer's side of an order, see Finding a service provider.

What the customer sent you

An order arrives on your Bookings page (titled Orders & bookings once you have had your first order). Tap the Orders filter to see only orders. Rentor also notifies you, emails you and, unless you switched it off, texts your contact phone.

Each order card shows:

• The item and quantity, and the sum: 2 × KES 1,200 + KES 150 delivery = KES 2,550.
• Deliver to — the address, the county and, where the customer shared a pin, a Map link.
• The customer's delivery phone, with Call and WhatsApp buttons.
• When they want it — As soon as possible, or a time they picked.
• How they are paying — Pay on delivery (cash or M-Pesa to you), or Paying on Rentor (M-Pesa).
• A red 18+ badge if the item is age-restricted. Check ID at the door.
• A private line only you can see: First order with you, or how many orders this customer has completed with you and any no-shows.

Step 1: confirm the order

Tap Confirm order. The sheet asks:

1. When will it arrive? — ~30 min, ~1 h, ~2 h, a slot later today, the time the customer asked for, or Pick a time.
2. Price — asked only when the item is priced From or On quote, because the order arrived without a firm total. Enter your price per unit and the sheet shows the total the customer will see, delivery fee included. On the phone app you can also tap Adjust the price on an item that had a firm price; a changed price asks the customer to accept it before you deliver, and the order reads Price to confirm until they do.
3. Who delivers it? — Me, or one of your team. Only companies have a team; add riders under Profile & areas → Team.

Confirming sends the customer your arrival time and their delivery code. If they chose to pay now, it also sends the M-Pesa prompt to their phone.

Cannot fulfil it? Tap Decline and pick a reason — Out of stock, Outside my delivery area, We're closed right now or Something else. With Out of stock you can tick Mark this item out of stock in the same step, which stops new orders for it until you switch it back on in your catalogue.

Answer within 24 hours. An order nobody confirms or declines for a day is cancelled by Rentor, and the customer is told to try another seller.

Step 2: out for delivery

When the order leaves, tap Out for delivery. The customer is told it is on the way, and with whom.

On the phone app, the same step offers Share my live location with the customer while delivering. Leave it on and the customer watches the delivery approach on a map. It is the phone signed in to your account that is shared, so it helps when that phone travels with the order. Your position is sent only while the order is on the way and Rentor is open on your screen, never in the background, and it stops when you mark the order delivered, cancel it or switch sharing off. The website cannot share a location, so dispatch from the app if you want the customer to see the map.

Running late? Update ETA tells the customer the new time straight away. Assign rider or Change rider swaps who is carrying it; the customer sees the rider's name and number.

If a confirmed order is two hours past its arrival time and still has not left, Rentor reminds you once to update the ETA, send it out or cancel.

Step 3: delivered

At the door, tap Delivered. The sheet asks three things.

How did the hand-over go? — Delivered to the customer, Customer unreachable or Refused at the door. Only you see this; it is not a rating of the customer.

Proof of delivery — one of:

• The delivery code. The customer reads you their 4-digit code and you key it in. You have 6 tries; after that the code locks and only a photo will do.
• A photo at the door — the item where you left it, or the closed door. Use this when the customer is not there or cannot read the code.

Payment received (cash / M-Pesa direct) — tick it if the customer paid you at the door. Leave it off if they still owe you. If they already paid through Rentor, there is nothing to record.

Tap Mark delivered. The customer is asked to rate the order, and a completed order adds to your jobs count and your trust points (see Ratings & reputation).

How you get paid

• Pay on delivery is the default. The customer pays you directly, in cash or to your own M-Pesa, and you record it when you mark the order delivered.
• Pay now with M-Pesa is offered to customers only if you have connected your own M-Pesa to Rentor. The money settles straight into your account, not Rentor's. Set it up once — see Getting paid.

Either way, a paid order shows a green Paid badge.

Cancelling, and when things go wrong

• The customer can cancel freely until you tap Out for delivery. After that they have to ask you, in the order's message thread.
• You can Cancel order at any point after confirming. You must give a reason, and it is sent to the customer word for word. If they had already paid through Rentor, cancelling opens a refund you owe them. It is tracked under Refunds (on the phone app: More → Money → Refunds) until the customer confirms the money arrived — see Refunds — money owed back to you.
• A customer can report a problem with an order — not delivered, wrong or damaged item, very late — while it is on the way and for 48 hours after delivery. The card shows Problem raised. Reply in the thread if you can put it right; if the two of you cannot settle it, Rentor reviews the order's timeline and decides, and tells you both.

Talking to the customer

Every order has its own thread — tap Message about this booking on the card. ✉️ SMS customer sends a text from your SMS credits when a call will not do.

Tips

• Confirm fast, and give an honest arrival time. A late order with a truthful ETA gets better reviews than an early promise you miss.
• Keep stock ticks current. Untick In stock the moment you run out, from the catalogue list.
• Ask for the code before you hand over. It is your proof if a delivery is ever questioned.
• Set a Delivery fee and Minimum order on each item so the total the customer sees is the total you expect — see Your catalogue, pricing & coverage.