Getting your piece back

Confirm it is back, then look at it properly: you have 48 hours to report damage, a missing part, or a piece that came home in a state.

The 48 hours run from the scheduled return date and time, or from when the piece actually reached you, if that was later. A courier running behind never shortens your window. A report made after the window has closed is not reviewed, so look at the piece the day it comes back rather than the day you next need it.

Confirming it

The piece is back once it is confirmed with you: your own confirmation, or the courier reporting the return leg delivered. Your payout does not wait for this (it is paid 12 hours after delivery), and Jelly closes the order itself afterwards. You are told the moment it is back, in the app and by email, with your payout and the exact time your 48 hours end.

Reading the record

What the renter's captures show you. Both of hers (the piece as it arrived, and the piece as it went back) are on the order next to yours. Read them before you report anything: half the marks people find were in the first video.

Film your own record. An "as it came back" capture is optional (nothing is blocked if you skip it), but film it inside the same 48 hours, because it is the most useful thing you can hand a mediator and it is worth nothing to a report that arrives too late to be read. You can keep adding to your own record afterwards; what closes at 48 hours is the report, not the record. See Condition reports on your piece.

What counts

Normal wear is not damage: deodorant marks, a light washable stain, creasing, gentle stretching, minor pilling, a scuff on a sole. A piece that needs cleaning needs cleaning, and cleaning is yours. See Cleaning.

Anything past that is If a piece comes back damaged. A piece that has not come back at all is If your piece comes back late, or not at all.

Your money

You are paid 12 hours after the piece is delivered, into your Jelly balance, usually while the renter still has it. Those twelve hours are her window to report a problem, and anything she reports in them holds the payout until it is resolved. What you find when it comes back is a claim against the renter, and it never touches the payout you already have. See Getting paid.

Rate the renter

A rating and a note, once per order. The rating counts towards her rating as a renter, which shows on her profile. The note does not: your words are never shown to her and never shown to anyone else. See Reviews and badges.