How Customers Use the Self-Service Portal
The Customer Portal is a separate, mobile-friendly app your customers sign in to on their own. Once you invite them, they can follow a delivery in real time, message or call the delivery agent, view their order history, and top up or withdraw from their wallet — all without ringing your team.
This page explains what your customers see so you can guide them through it. To grant a customer access in the first place, see How to Invite a Customer to the Portal?.
Why Offer a Self-Service Portal?
- Fewer “where is my order?” calls — customers watch the delivery move through each stage themselves.
- Direct line to the delivery agent — built-in chat and voice call, so questions get answered on the spot.
- Self-service wallet — customers report payments and request withdrawals without emailing your accounts team.
The portal is a customer-facing app with its own login. It is separate from your Rentablez management workspace — your staff never sign in here, and portal customers never see your back office.
How Customers Sign In
Customers open the portal link you shared and land on a Track Your Delivery sign-in screen.
They enter the Email and Password from the invite you sent, then tap Sign in.
Credentials come from the Portal Access drawer on the customer’s profile. If a customer is locked out, you can reset their password or re-reveal their credentials there — see How to Invite a Customer to the Portal?.
Getting Around
The portal has a bottom navigation bar with up to three tabs:
| Tab | What it shows |
|---|---|
| Home | Active deliveries with live tracking, and any route-based deliveries |
| Wallet | Balance, transactions, and self-service payment and withdrawal requests |
| Account | Profile details, full order history, and sign out |
The Wallet tab only appears if your organization has the customer wallet feature enabled. If wallet is off for your account, customers see just Home and Account.
Tracking a Live Delivery — Home
When you dispatch an order for delivery, a live tracking card appears on the customer’s Home tab. Each card shows:
- The order number and current delivery status.
- The item being delivered (and quantity, if more than one).
- A Delivery OTP the customer shares with the delivery agent to confirm hand-off — labelled Pickup OTP when the agent is collecting items back.
- A four-stage progress timeline: Order Placed, Picked Up, On the Way, Delivered.
- The pickup and delivery addresses.
- The delivery agent’s name with chat and call buttons.
Live tracking, chat, and call only show up when an order is actually out for delivery with an assigned delivery agent. A customer whose orders are all self-pickup, or who has nothing dispatched, sees a “No Active Delivery” message instead.
Deliveries planned as part of a route appear under a Route Deliveries section on the same tab.
Chatting or Calling the Delivery Agent
From the delivery card, the customer taps the chat icon to send text messages, or the phone icon to start a voice call with the delivery agent.
These buttons stay disabled until the agent is on the way. Until then the customer sees a hint that chat and call become available once the delivery agent starts the trip.
The Account Tab
The Account tab shows the customer’s profile card — name, email, and phone — followed by their Order History. Each row lists the order number, item count, total amount, date, and status.
A Sign Out button at the bottom logs them out of the portal.
The Wallet Tab
If wallet is enabled, customers manage their prepaid balance here.
Checking the Balance
The top card shows the Available Balance. If any funds are held against active rentals, a line notes the amount held as a security deposit, which is released when those rentals close.
Reporting a Payment
If a customer has paid you by UPI or bank transfer, they tap I’ve Made a Payment and fill in:
- The amount paid.
- What the payment is for — Wallet balance, An invoice, or Security deposit.
- An optional UPI / transaction reference.
After they Submit, the payment appears under Reported Payments as Awaiting verification.
Reported payments do not credit the wallet automatically. The balance updates only after your team verifies the payment on the operator side. Once actioned, the entry shows as Verified or Rejected (with a reason). See How to Use the Customer Wallet? for the approval flow.
Requesting a Withdrawal
To take money back out, the customer taps Request Withdrawal, enters an amount (up to their available balance) and optional notes, then Submit. The request lists under Withdrawal Requests with a status of Pending, Approved, Rejected, or Paid — your team processes the payout.
Transaction History
Below the requests, the Transaction History lists every wallet movement — top-ups, invoice payments, deposit holds and releases, refunds, and adjustments — with credits shown in green and debits in red.