How to Process Incoming
Online Reservation Requests

Ownima allows you to receive online reservation requests from customers who want to rent vehicles. In this guide, you will learn where incoming requests appear, how the “Confirmation Process” works, and how to approve or decline an online reservation request in the CRM.

Note: the app is available in different languages: English, Russian, Spanish, Portuguese, Thai and Vietnamese. Button names and menu items may differ in different language versions. In this guide for the rental business CRM, the screenshots are taken from the English version of the interface.

Step 1.

Understand where online requests come from

Ownima supports online reservation requests from two channels:

• Your company website. This includes a landing page and a vehicle search widget. Customers can select rental dates, calculate the rental price and send a reservation request. Website setup and widget connection are described in a separate article.
• Ownima online marketplace. This is a platform where offers from different rental companies will be listed. The marketplace is currently in development, with launch planned for the end of 2026.

The request handling process is the same for both channels.

The only difference may be the service commission amount. Current commission terms should be checked in the app.

Ownima does not process customer payments. All payments and financial arrangements are handled directly between you and the customer.

Online requests are not confirmed automatically. Each request requires manual approval in two stages. In the system, this process is called “Confirmation Process”.

A customer request is valid for 24 hours. We recommend reviewing new requests as soon as possible. If no action is taken within 24 hours, the request will be automatically cancelled.

Note: online requests require manual confirmation from both sides. First, the owner starts the confirmation process, then the customer confirms the intention to rent, and after that the owner makes the final decision.

Step 2.

Check incoming reservation requests

When a new vehicle reservation request is received, you will get an email notification.

The request will also appear in the app:

• on the main screen;
• in notifications;
• in the “Reservations” section in the bottom menu.

If there are reservations that require confirmation, their number will be shown on the “Pending” tab.

 

Step 3.

Review the request and make a preliminary decision

Tap the reservation with the “Pending” status to open the request details.

Check the customer details, rental dates, selected vehicle, price and any additional conditions.

If you are ready to rent out this vehicle for the selected period and at the shown price, tap “Start confirmation”.

If the request is not suitable, tap “Decline”.

After you tap “Start confirmation”, the customer will be notified that you are ready to provide the vehicle on these terms.

The customer must then confirm their intention to rent the vehicle. The customer also has 24 hours to confirm.

 

Note: the customer must open your website and confirm the request by tapping “Confirm the deal” within 24 hours. If the customer does not confirm the request in time, the reservation will be automatically cancelled. After the customer confirms the request, it will move to the “Owner” column.

Step 4.

Make the final decision on the request

Open the “Confirmations” section.

In the “Owner” column, you will see requests that are waiting for the final decision from the rental location owner.

Open the required request.

If you approve the reservation, tap “Confirm the deal”.

If you need to cancel the request, tap “Cancel reservation” at the bottom of the screen.

 

Done

The incoming online request has been processed

You have reviewed and confirmed an online reservation request. Your customer will receive confirmation by e-mail.

The list of all reservations is available in the “Reservations” section in the bottom menu.

Prepare the vehicle and wait for the customer on the scheduled date.

On the pick-up day, a vehicle handover task will appear on the main screen.

You can also filter reservations by status by switching between columns.

Note: after the reservation is confirmed, continue working with it from the “Reservations” section. Vehicle handover, return and contract actions are described in separate knowledge base articles.