Customer Self-Service Portal
How customers register, search, book, manage reservations, and access invoices through the self-service portal.
Overview
The Customer Self-Service Portal lets customers handle most rental activities without calling or visiting a branch. Customers can search vehicles, make bookings, upload documents, make payments, view invoices, and manage their profiles — all online. This reduces branch workload and improves customer experience with 24/7 availability.
Portal Sections
| Section | What Customers Can Do |
|---|---|
| Registration & Login | Create account, verify email, reset password |
| Vehicle Search | Browse available vehicles by date, category, location |
| Online Booking | Select vehicle, choose extras, submit reservation |
| Payment | Pay deposits, top-ups, and final invoices |
| My Bookings | View, modify, or cancel active and upcoming reservations |
| My Profile | Update personal info, driving license, contact details |
| My Invoices | View and download invoices, payment receipts, credit notes |
| Document Upload | Upload ID, license, and supporting documents |
Registration
Customer Registration Flow
| Step | Action | Validation |
|---|---|---|
| 1 | Enter full name, email, mobile number | Email format, mobile format (country code required) |
| 2 | Create password | Minimum 8 characters, 1 uppercase, 1 number, 1 special character |
| 3 | Verify email via 6-digit code | Code expires in 10 minutes |
| 4 | Complete profile (nationality, date of birth, address) | All fields required |
| 5 | Upload driving license | Front and back photos or PDF |
| 6 | Upload ID document (passport or national ID) | Photo or PDF |
| 7 | Account created — status: pending_verification | Documents queued for manual review |
Note: Customers cannot make bookings until their documents are verified. Verification typically completes within 24 hours during business days.
Login and Security
| Feature | Detail |
|---|---|
| Login method | Email + password |
| Two-factor authentication | Optional — SMS code or authenticator app |
| Session duration | 30 minutes of inactivity → auto-logout |
| Password reset | Email-based reset link, expires in 1 hour |
| Failed login lockout | 5 failed attempts → account locked for 15 minutes |
| Password history | Last 5 passwords cannot be reused |
Vehicle Search
Customers search for vehicles using:
| Filter | Options |
|---|---|
| Pickup location | Branch location or delivery address |
| Pickup date/time | Calendar selector with time slots |
| Return date/time | Calendar selector with time slots |
| Category | Economy, Compact, Midsize, Full-size, SUV, Luxury, Van, Truck |
| Transmission | Automatic, Manual, Any |
| Features | GPS, child seat, Bluetooth, roof rack, WiFi hotspot |
The search results display available vehicles with:
- Daily and total rental rate
- Vehicle photo, make, model, year
- Seating capacity and luggage space
- Included mileage and excess rate
- Available extras with prices
Online Booking
Booking Flow
| Step | Action | Details |
|---|---|---|
| 1 | Select vehicle | Click on a search result |
| 2 | Choose extras | Insurance upgrade, GPS, child seat, additional driver, prepaid fuel |
| 3 | Review pricing | Itemized breakdown with taxes |
| 4 | Select delivery option | Branch pickup or customer delivery (with address) |
| 5 | Upload documents (if not yet uploaded) | ID and license required |
| 6 | Add payment | Credit/debit card required for deposit |
| 7 | Review and confirm | Terms and conditions checkbox required |
| 8 | Reservation created | Status: confirmed — confirmation email sent |
Booking Summary Pricing
| Line Item | Shown |
|---|---|
| Base rental (daily rate × days) | Yes |
| Delivery fee (if applicable) | Yes |
| Insurance upgrade (if selected) | Yes |
| Extras (GPS, child seat, etc.) | Yes |
| Subtotal | Yes |
| VAT (5%) | Yes |
| Security deposit (held, not charged) | Yes |
| Total due at booking | Yes |
My Bookings
The My Bookings section shows all reservations:
| Booking Status | What Customer Sees |
|---|---|
confirmed | Booking details, countdown to pickup, modify/cancel options |
active | Rental details, return date, extend rental option |
completed | Final invoice, download receipt, leave review |
cancelled | Cancellation details, refund status |
Customer Self-Service Actions
| Action | Allowed When | Fee |
|---|---|---|
| Modify dates | > 48 hours before pickup | Rate recalculation |
| Cancel reservation | Per cancellation policy | Per policy |
| Extend rental | During active rental, > 24 hours before return | Daily rate for extension days |
| Add extras | During active rental | Price difference charged immediately |
| Change delivery address | > 24 hours before delivery | Delivery fee recalculation |
My Profile
Customers can update:
| Field | Editable? | Verification Required |
|---|---|---|
| Full name | No (after verification) | Must contact support |
| Yes | New email verification required | |
| Mobile number | Yes | OTP verification required |
| Address | Yes | No |
| Nationality | Yes | No |
| Date of birth | No (after verification) | Must contact support |
| Driving license | Yes (re-upload) | Manual re-verification |
| ID document | Yes (re-upload) | Manual re-verification |
| Password | Yes (requires current password) | No |
| Two-factor method | Yes | Current 2FA code required |
My Invoices
Customers can view and download:
| Document | Format | Availability |
|---|---|---|
| Booking confirmation | Immediately after booking | |
| Pre-rental invoice | At reservation confirmation | |
| Final invoice | After contract closure | |
| Payment receipt | After each successful payment | |
| Credit note | After approved refund/adjustment | |
| Security deposit release | After deposit returned |
All documents are available for download from My Invoices and are also emailed to the customer.
Security and Permissions
| Rule | Detail |
|---|---|
| Data isolation | Customer can only see their own data |
| No cross-booking visibility | One customer cannot see another customer's reservations |
| Session timeout | 30 minutes of inactivity |
| API access | Portal uses the same API as the mobile app — backend authorization enforced |
| Document storage | Uploaded documents encrypted at rest |
| Payment data | Card numbers never stored — handled by payment gateway PCI-compliant tokenization |
| Audit trail | All portal actions logged with IP address and timestamp |
Customers cannot access admin functions through the portal. Any attempt to access restricted endpoints returns a 403 Forbidden. The portal has its own permission scope separate from staff access.
Portal availability target: 99.9% uptime. Scheduled maintenance windows are communicated 48 hours in advance via email and in-app banner.