Let customers track a repair
How a customer looks up their own repair, and exactly what they can and cannot see when they do.
Customers ring to ask “is it ready yet?”. Repair tracking answers that without anyone picking up the phone: the customer goes to /at/your-shop/track, proves the ticket is theirs, and sees where it is up to.
How a customer gets in
Two things, both of which they already have:
- The ticket number — on their receipt, and in any status message you have sent them.
- The phone number or email address you hold for them — whichever they gave you. One is enough.
A ticket number on its own is not enough, which is the point: numbers get overheard and photographed. Phone numbers are matched however they are written, so 0400 111 222, +61 400 111 222 and 0400111222 all work.
What they can see
| Shown | Never shown |
|---|---|
| The current status, in plain words | The device passcode |
| The dates the status changed | The IMEI or serial number |
| The device make, model and generation | Intake or condition photos |
| The expected-ready date, if you have set one | Any note your staff wrote on the ticket |
| The shop name and phone number | Which staff member did what |
| Prices, parts or anything about the money |
The statuses are the same seven the repair board uses, worded for a customer: Booked in, Being looked at, Being repaired, Waiting on parts, Ready for pickup, and Collected. See Statuses and workflow.
A wrong ticket number, the wrong phone number, another shop's ticket number and a ticket that does not exist all produce exactly the same answer: “we couldn't find that repair”. Nobody can use the page to work out which ticket numbers are real. Attempts are also rate-limited, so guessing in bulk gets shut out quickly — a customer with a couple of typos is fine, a script is not.
The link in your status messages
If you are still using the wording the platform came with, the “ready for pickup” text and email pick up your track address automatically once you claim one — a plain link, with nothing filled in for the customer. If you have written your own message, it is left exactly as you wrote it; paste the link in yourself if you want it. See Customer notifications.