When Something Goes Wrong
Most problems are a misunderstanding about timing, and a message sorts them out. When a message is not enough, a borrow session can carry a Report Issue record so the problem is written down for both of you. Be clear about what ToolBud does here: it keeps the record. It does not investigate, decide who is right, or pay for a tool. That part is between neighbors.
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Common Questions
How do I report a problem with a borrow or a loan?
Open the session and tap Report Issue, then choose a category — item damaged, item not returned, wrong item, safety concern, or other — add details, and submit. Report Issue appears once the borrower has started the return and the lender has not yet accepted it, and for 48 hours after the session closes. It is not on a session that is still pending, awaiting pickup, or actively out. If something goes wrong earlier than that, message the other person in the session thread; that is timestamped and sits on the same record.
How long do I have to report a problem?
Report Issue appears once the borrower has started the return and the lender has not yet accepted it, and for 48 hours after the session closes. It is not on a session that is still pending, awaiting pickup, or actively out. So the window opens when the return starts and closes 48 hours after the session does.
Can I attach photos to a report?
No. The report is a category and a written description. The photos that matter are the checkout and return photos already on the session — which is why taking good ones at handoff matters. Session messages are text only, so if you need to show something new, describe it in writing and keep the photo yourself; you can send it to support@toolbudapp.com if it is needed.
What does ToolBud do after I report a problem?
ToolBud notifies the other person and keeps a timestamped record of the report alongside the session photos and messages. ToolBud does not investigate, mediate, take sides, or pay for damaged or unreturned tools. Reports are used to enforce the Community Guidelines, which can mean restricting or removing an account that keeps causing problems.
Who resolves it, then?
You and your neighbor. The record exists so you are both working from the same facts. If you cannot agree, you have the same options you would have with any neighbor — including small claims court, or law enforcement if you believe a tool was stolen. Email support@toolbudapp.com and we can provide your session record.
My tool came back damaged. Who pays?
ToolBud does not insure tools and does not reimburse anyone. Borrowers are responsible for returning a tool in the condition they received it, normal wear excepted, but the actual repair or replacement is arranged directly between the two of you.
A borrower is late. What happens automatically?
ToolBud reminds the borrower before the due date, again about a day after it passes, and once more at about a week. After that the automatic reminders stop so it does not turn into nagging. Message them, and use Report Issue once the return is underway if you need it on the record.
Can we close a report once we sort it out?
Yes. Either person can close it from the session screen. Closing it marks the issue resolved but keeps the record.