If your piece comes back late, or not at all

Late fees are yours to switch on, per listing. With them on, the daily fee is that piece's own price divided by seven, or divided by your rental period when that is longer. A $280 piece priced for seven days accrues $40 a day.

How they run

• They start the day after the end date (on a shipped return, the day after the renter's drop-off date) and stop the moment the piece is marked returned.
• They accrue for a maximum of seven days.
• They cannot be applied after the fact once a return has been recorded.
• They do not apply where the delay is the courier's or the carrier's after the renter handed the piece over.
• A shipped return is booked when she gets the return label, on or before the end date, and the parcel is due at the carrier by the next business day after it. You are sent the tracking once the carrier has scanned it.

They are collected from the renter once, when the piece comes home, and paid into your Jelly balance, less the same 20%. See Getting paid.

An extension is the better outcome. If she asks, you can say yes and the days are prorated at your own rate; late fees stop for the period the extension covers. See Extending a rental.

Seven days late

At seven days the rental is treated as stolen, automatically:

• A claim opens at the piece's replacement value, the figure you declared on the listing.
• The renter's account is frozen. She cannot book, make an offer or list anything. She can still sign in, message, pay, and send the piece back, which is the point of it.
• The replacement value is held on her card. A hold is not a charge. It is captured when Jelly confirms the loss, and released if the piece turns up.
• You are paid its replacement value once, in full, with no commission, as the renter's payment for it comes in. Anything Jelly pays you on the claim counts toward the same amount, never past it. Chasing the renter is Jelly's problem, not yours.
• It is paid once Jelly has checked what the piece was worth. Jelly looks at the receipt on the listing, or one you add to the piece now in the Jelly app. Adding it is how you ask. Until then it shows in your balance on its own line, as your replacement value, waiting. No receipt? Send what you have to info@onjelly.com and Jelly can check that instead.

A claim needs a receipt. Proof of purchase is optional when you list a piece and required when you file on one: from the listing, or attached to the claim. It is never public: not on the shop page, not to the renter. It is the document that argues the value.

A piece in transit is not a theft. A return already handed to a courier or scanned by a carrier is a logistics problem for a person to work, however late it looks. Raise it on the order. See When a delivery goes wrong.

If it turns up, tell us. You keep one (your piece, or the replacement), never both.

• Keep your piece, and the renter owes nothing for it: what she paid for it goes back to her, and anything you were paid for it comes back off your Jelly balance. If you've already sent it to your bank, you owe it, and it comes out of your next payouts. Late fees, and anything for damage, still stand.
• Keep the replacement (once you have been paid its full value, or sent an item) and the piece that turned up is Jelly's.

If it turns up before anything has been paid for it, it simply comes back to you, and a claim for the piece pays nothing more. The same goes for a piece marked lost.

Jelly may also replace a piece that has not come back with an item instead of paying its value; then the value is not paid out as well.