# Pickups and returns

> Carry out a pickup from start to finish: accept the task, leave, mark your arrival, prepare and inspect the car, hand it to the customer, then handle the return.

**Who can use this:** Agency employee  
**In the app:** Tasks › My pickups › Pickup details  
**URL:** https://docs.drivego.thesuperplatform.com/en/guides/employee/pickups  
**Updated on:** 2026-10-25

A pickup links a confirmed booking to you, a place and a time. You move it forward step by step from your phone, from accepting it to handing over the keys. Each step is time-stamped and added to the timeline your manager follows live. The return of the car follows the same steps.

## Steps

1. Open **My pickups** and choose the **Today**, **Tomorrow**, **Upcoming** or **Completed** tab. Tap **View task** on a card.
2. In the details, check the time, place, car, customer and required checklist, then tap **Accept task**.
3. When you leave, open **Navigation** and tap **I am on my way**. The customer is told you are coming.
4. Tap **Open in Maps** to start guidance in Google Maps or Apple Maps.
5. On site, tap **I have arrived**. DriveGo records your position: it is required for this step.
6. Tap **Start preparation** and fill in the checklist. See [Prepare the car](https://docs.drivego.thesuperplatform.com/en/guides/employee/preparation).
7. Tap **Continue to inspection** and do the pickup inspection with the customer. See [Inspections](https://docs.drivego.thesuperplatform.com/en/guides/employee/inspections).
8. Once the inspection is sent, tap **Car ready for the customer**. The customer is told.
9. Hand over the keys, open **Complete pickup**, check the summary and tap **Mark pickup completed**.

## My pickups

*Screenshot: My pickups: Today, Tomorrow, Upcoming, Completed tabs (screen no. 106).*

**My pickups screen**

| Field | Required | Values or format | Example | What it means |
|---|---|---|---|---|
| Tabs | Yes, one tab is always selected | Today, Tomorrow, Upcoming, Completed | Today | The period shown. |
| Status | Display | Status label | **Assigned** | The step the task has reached. |
| Booking code | Display | BK, date, number | `BK-240520-7821` | The linked booking. |
| Car | Display | Photo, model, plate | Dacia Logan, 12345-A-6 | The car to hand over or collect. |
| Time and place | Display | Time, place name | 10:00, FastRent agency Casablanca | The meeting. |
| Customer | Display | Name | Karim Bouaid | The customer or the driver. |
| Distance | Display | Kilometres | 4.2 km | Your distance to the place, if you share your position. |
| Priority | Display | Normal, High, Urgent | **High** | Set by the manager. |
| View task, Start | Button | | | Opens the details, or starts the next step directly. |

**After you save:** the task details open.

## Task details

*Screenshot: Pickup details as seen by the employee (screen no. 107).*

**Pickup details screen**

| Field | Required | Values or format | Example | What it means |
|---|---|---|---|---|
| Status, code, priority, time | Display | | **Accepted**, `BK-240520-7821`, High, 10:00 | The essentials of the task. |
| Car | Display | Status, last inspection, known damage | Available, inspected on 18 May, 1 damage | What you are about to hand over. |
| Customer | Display | Name, call and message buttons, customer notes | Youssef El Amrani, "Arriving on the 9:40 train" | For a company, the driver's name also shows. |
| Pickup place | Display | Map, address, distance, meeting and parking instructions | Car park P2, level -1 | With "at the agency" or "delivery to the customer". |
| Return place and time | Display | | 23 May 10:00, same agency | Where and when the car comes back. |
| Required checklist | Display | Items ticked by the manager | Prepare the car, customer signature | What must be done before completing. |
| Action buttons | Button | Accept task, Navigation, I have arrived, Start preparation, Start pickup inspection, Call customer, Report an issue | | Only the buttons possible at the current step are shown. |

**After you save:** each button moves the task to the next step, time-stamped in the timeline.

## The steps of a pickup

The task moves forward in this order. DriveGo refuses a step that is not the next one.

| Step shown | What triggers it | What you can do next |
|---|---|---|
| **Assigned** | The manager chose you | Accept |
| **Accepted** | You tapped **Accept task** | Leave, report an issue |
| **On the way** | You tapped **I am on my way** | Mark arrival, report a delay, report an issue |
| **Delayed** | You reported a delay | Mark arrival, report another delay, resume the trip |
| **Arrived** | You tapped **I have arrived** | Start preparation, report an issue |
| **Preparing** | You are preparing the car | Finish preparation, report an issue |
| **Inspection in progress** | Preparation is finished | Send the inspection, report an issue |
| **Inspection completed** | The inspection is sent | Declare the car ready |
| **Ready for the customer** | You tapped **Car ready for the customer** | Complete, declare a no-show, report an issue |
| **Completed** | You tapped **Mark pickup completed** | Nothing: this is the end |

The other cases are **Issue reported**, **Reassigned**, **Rescheduled**, **Cancelled** and **No-show**. Giving the task to a colleague, moving it or cancelling it is the manager's decision, never the employee's.

## Navigation

*Screenshot: Navigation to the pickup place (screen no. 109).*

**Navigation screen**

| Field | Required | Values or format | Example | What it means |
|---|---|---|---|---|
| Map | Display | Your position and the place | | The route to the meeting. |
| Address | Display | Full address | Boulevard Zerktouni, Casablanca | The exact place. |
| Distance and estimated arrival | Display | km and time | 4.2 km, arrival 09:52 | To know whether you will be on time. |
| Instructions | Display | Text | Car park P2, level -1 | Meeting and parking. |
| Agency | Display | Agency address | | Useful to collect the car before a delivery. |
| Call customer | Button | | | Starts the call. |
| Open in Maps | Button | | | Opens Google Maps or Apple Maps with the address. |
| I am on my way | Button | | | Tells the customer you are coming. |
| I have arrived | Button | Your position is required | | Records your arrival on site. |

**After you save:** the customer receives a notification when you leave; your manager is told when you arrive.

## Report an issue

*Screenshot: Report an issue on a pickup (screen no. 110).*

**Report an issue screen**

| Field | Required | Values or format | Example | What it means |
|---|---|---|---|---|
| Issue type | Yes | Car not ready, Car missing, Customer not available, Wrong pickup place, Documents missing, New damage on the car, Fuel too low, Mechanical issue, Employee delayed, Other | Fuel too low | What is blocking you. |
| Description | Yes | Free text | Tank at ¼, nearest station 2 km away | What you see. |
| Photos and videos | No | Photos, videos of up to 60 seconds | 2 photos of the gauge | Proof of the issue. |
| Urgency | Yes | Normal, High, Urgent | High | How fast someone must react. |
| Notify manager | No, on by default | On or off | On | Sends the report to your manager. |
| Send report | Button | | | Records the issue. |
| Call manager | Button | | | For an emergency, in addition to the report. |

**After you save:** the task moves to **Issue reported** and your manager receives an immediate notification, even between 22:00 and 7:00. Once the issue is solved, the task resumes at the step where it was.

## Complete the pickup

*Screenshot: Pickup completion summary (screen no. 111).*

**Complete pickup screen**

| Field | Required | Values or format | Example | What it means |
|---|---|---|---|---|
| Code, car, customer, time | Display | | `BK-240520-7821`, Peugeot 208, Sara Lahmidi, 10:05 | The handover summary. |
| Inspection completed | Yes | Ticked or not | Ticked | The pickup inspection is sent. |
| Photos uploaded | Yes | Ticked or not | Ticked | All photos are sent. |
| Customer signature | Yes | Ticked or not | Ticked | The customer signed the inspection. |
| Employee signature | Yes | Ticked or not | Ticked | You signed the inspection. |
| Documents checked | Yes | Ticked or not | Ticked | The customer's and the car's papers are checked. |
| Fuel and mileage | Display | Level and km | ¾, 48,250 km | The values recorded at pickup. |
| Mark pickup completed | Button | | | Closes the handover. |
| Back to tasks | Button | | | Goes back to the list without changing anything. |

**After you save:** the booking moves to Active, the car to Rented, the customer and the manager receive a confirmation, and a return task is created for the end date of the rental.

**Mark pickup completed** only works when the pickup inspection is recorded and every required checklist item is **Done** or **N/A**. If the customer does not come, declare a no-show from the **Ready for the customer** step: your manager is told with high priority.

## The car's return

At the end of the rental, a task of type **Return** appears on the booking's end date. It follows the same steps, with a **return inspection** compared automatically with the pickup one.

## What happens next

- **Accepted**: your manager is told.
- **On the way**: the customer receives a notification.
- **Arrived**: your manager is told. For a return, the booking moves to **Return in progress**.
- **Car ready**: the customer receives a notification; for now, the text message is replaced by an email.
- **Pickup completed**: the rental starts and the return task is created.
- **Return completed**: the booking moves to Completed, the car is Available again, its mileage and fuel are updated, and the customer is invited to leave a review.

## Troubleshooting

| Situation | Cause | What to do |
|---|---|---|
| A message says the action is not possible at this step | DriveGo refuses an out-of-order step, such as completing before the inspection. The message shows the current step. | Do the expected step, or refresh the task: your manager may have changed it. |
| **I have arrived** fails | Your position could not be read. | Allow location for DriveGo in the browser, step out of an underground car park if you can, then try again. |
| **Mark pickup completed** fails | The pickup inspection or a checklist item is missing. | Open the checklist and the inspection and complete what is missing. |
| "Your account cannot perform this action." | The task was given to a colleague. | Go back to **Tasks**: it is no longer in your list. |
| No network on site | The steps are kept on the phone. | Carry on: they are sent in order when the network returns. See [Working offline](https://docs.drivego.thesuperplatform.com/en/guides/employee/offline). |

## Related pages

- [Prepare the car](https://docs.drivego.thesuperplatform.com/en/guides/employee/preparation)
- [Pickup and return inspections](https://docs.drivego.thesuperplatform.com/en/guides/employee/inspections)
- [Pickup operations](https://docs.drivego.thesuperplatform.com/en/guides/agency/pickup-operations)
- [Statuses](https://docs.drivego.thesuperplatform.com/en/reference/statuses)