Late arrivals, no-shows, disputes: the storage partner's playbook for when things don't go to plan

The vast majority of deposits go off without a hitch: the customer drops off, picks up, and heads on their way. But a serious storage point also means knowing what to do on the rare occasions when things fall outside the usual frame. Good news: the BoxSpot system — QR code, timestamped photo and history — has you covered in almost every case. Here's the right reflex, case by case.

The customer is late to pick up

As long as the pick-up QR code hasn't been scanned, the bag is officially still in deposit: you're not at fault. Keep the belongings in a safe place. If the delay is getting close to your closing time, contact BoxSpot support to agree on a solution (an extension, an arrangement). Never hand a bag back in a rush without scanning.

The customer never shows up (no-show)

An uncollected bag isn't yours to handle alone. Report it to support: the deposit history and the customer's contact details make it possible to reach out to them. Keep the belongings safe while you wait for instructions — don't move them outside your business.

The customer has lost their QR (or their phone is dead)

No need to panic: the QR isn't the only key. The deposit is tied to the customer's account and to the photo taken on arrival. Check their identity, find the deposit in the app, and if needed lean on support to release the bag safely.

The customer disputes the condition of their bag

This is exactly where the timestamped deposit photo comes into its own: it attests to the state of the belongings at the moment you received them. Stay courteous, show the evidence, and escalate to support if the disagreement persists. You're never alone in the face of a complaint.

A prohibited or suspicious item

You don't have to accept just anything. Perishable food, animals, undeclared valuables, dangerous or illegal goods: when in doubt, politely refuse the deposit. It's your right, and it protects everyone.

The rule that sums it all up

Three reflexes are enough: always photograph at drop-off, never hand back without scanning the QR, and contact support the moment a situation falls outside the frame. The system takes care of the rest.

Want to join a network that protects you? Become a storage point on partner.boxspot.ma.