Returning an item (checkout)

Returning a cloakroom item easily (checkout)

At pickup, the guest shows their digital cloakroom pass. Staff scan the QR code on the pass, immediately see the matching slot number and hand out the items. The process takes just a few moves: scan, read the slot number, hand over the item.

Step by step

1. Tap Checkout in the app.
2. Scan the QR code the guest shows. This code is either on the wallet pass saved in the guest’s wallet app or on the pass page the guest has opened in the browser.
3. The app shows the matching slot number large and clearly on the screen — for example “03A” — as well as all items assigned to the pass.
4. Staff take the items from the corresponding hook or spot and hand them to the guest.
5. Confirm the process in the app. The hanger location is then marked as free again.

Payment still open

If the cloakroom fee hasn’t been paid at pickup, the app shows Payment still open with the note “Please finish the payment or change the payment method.”

• If the guest now pays in cash, tap Change payment method, choose Cash, tick Paid as soon as you have received the cash, and tap Apply.
• If the guest wants to pay online, they can do so on their pass page. You then scan the pass again.

Without payment, the app usually only releases the items after payment or a waiver. Whether your team may hand out items even with an open payment depends on your plan and the cloakroom or event settings.

The guest doesn’t have their wallet pass at hand

Sometimes guests don’t have their pass ready — because the battery is dead, the smartphone was forgotten or the pass wasn’t saved in the wallet.

Guests can have their pass sent to them by email on the pass page (Send the pass by email). Recommend this especially when the battery is low — the pass can then also be opened on another device.

Depending on the plan, your team can also find the booking without a pass via Recent bookings. The process:

1. Open Recent bookings in the app menu.
2. Use Search to search by name, email or the start of the hash.
3. Look at the guest’s ID for identification; don’t copy or photograph it.
4. Open the booking, check it out and hand over the items.

Searching by name only works if contact details are stored with the booking — for example because the guest entered them during Self Check-in or your team added them under Recent bookings in Contact details.

The guest has no pass and no stored details

If there is neither a wallet pass nor any stored contact details, the event management on site decides at its own discretion. tapcoat^® doesn’t offer an automatic solution in this case — this exception is the operator’s responsibility. Recommendation: set a short internal guideline for such cases and communicate it to your staff.