Chapter 9
Completion notice and pickup appointments
Once you mark a repair as done, it moves to the stage of letting the customer know. Customers with an email address are notified automatically and can also book "when they'll come to pick it up".
The completion notice and what the customer does#
As soon as you mark the work as done, customers with an email address automatically get a "Your repair is complete" message (automatic messages are on Standard and up). For customers without one, give them a call and press "Next step: Notified" on the ticket.
When the customer presses "Got it" on the notice, books a pickup, or pays by card on the customer page (Chapter 10), the status moves to "Notified (Awaiting pickup)" automatically and you're told in your shop's "Notifications".
If you turn on "Remind customers automatically if they haven't picked up" in Settings, customers who haven't come by get one reminder after the number of days you set (Chapter 4). It isn't sent to customers who already have a pickup appointment.
Appointments#
When a repair is done, the customer can book a date and time to pick it up from "Book pickup" in the completion notice (from today up to 90 days ahead). New bookings show up in Notifications, and the visit appears on the ticket. On the day, it's counted in "Pickups due today" at the top of the list. Customers can also change or cancel their booking.
- Calendar
- Shows the number of bookings for each date. Tap a date to switch that day between "Closed" and "Open" (you can also open on a regular closed day). If you close a day that has bookings, those bookings are cancelled and customers with an email address are notified (whether it was delivered is recorded on the progress timeline; please contact any customers who couldn't be reached yourself)
- Upcoming pickups
- Pickup and drop-off bookings are listed by day under "Past-due bookings", "Today" and "Upcoming". On a pickup row, "Open ticket" opens the ticket. Pickups past their date that haven't been collected show in red, so please contact the customer. The side menu shows today's count next to "Appointments"
- Pickup times you hear by phone
- On a ticket that is done or awaiting pickup, the shop can set the date and time with "+ Pickup date" under the item. Press a pickup date that's already set to change or cancel it (this works for customer bookings too). Nothing is sent to the customer and the status doesn't change (record that you contacted them by moving the status as before). The progress log notes "entered by the shop". You can set it even when bookings are turned off, and the per-slot limit doesn't block it
- Booking settings
- "Booking settings" at the top right opens "Appointments" in Settings > Bookings, mail-in & on-site. There you choose whether to accept pickup bookings (on by default) and drop-off bookings for new repairs (off by default), closed days, how times are chosen (morning/afternoon/evening, hourly, or date only), opening hours, and the per-slot limit (no limit by default). It works with the defaults if you don't change anything
NoteDrop-off bookings for new repairs appear in the same schedule (Chapter 5, "Checking in from a drop-off booking").
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