Chapter 14
Mail-in repair
This feature lets customers send repair items by courier, and you ship them back once fixed. It's available on the Standard plan and above. Until you turn it on in Settings, your screens stay the same as before.
Settings, and the "request link" you send to customers#
Under "Mail-in repair" in "Bookings, mail-in & on-site" in Settings, turn on "Accept mail-in repairs", set the shipping address (where customers send their items), packing and shipping notes, the contact methods customers can choose (email, Instagram DM, phone, etc.) and the payment methods customers can choose (bank transfer, online payment), then press "Save". The shipping address isn't shown to customers until you've saved it once.
If you include bank transfer as a payment method, also enter the "Bank account" details (otherwise you can't turn on mail-in repairs).
Once saved, you get a "request link". It's one fixed link per shop, so you can put it in your Instagram profile or your email templates. When a customer enters their name, contact method, return address, item, symptoms and payment method from the link and agrees to the terms, they see a request number and the shipping address, and the request arrives in your shop's "Mail-in requests" and Notifications.
From arrival to shipping back#
- When a package arrives, go to "Mail-in requests" in the side menu and press "Confirm arrival (create ticket)" for that request. A check-in screen opens with the details filled in. Add anything missing and press "Save check-in" to create the ticket, and the customer is automatically told "Your item has arrived" (customers on email). The customer already agreed to the terms when requesting, so there's no signature step
- From here it's the same as a regular repair. Send the final estimate (add shipping as one line item), get approval and do the repair
- When you mark the work as done, the customer gets "Repair complete - payment details". If the customer hasn't chosen a payment method yet, they choose one here. For customers paying online, if you've registered to accept cards ("Accept payment by card" in the "Pickup and payment" chapter), you don't need to do anything: "Pay by card" appears on the customer page. Shops that haven't registered paste a link to a payment page for the amount (Square, PayPal, etc.) in the "Mark as done" section
- When the customer transfers the money (or pays through the payment link), you're notified via "I've paid (notify the shop)". Check that the payment has arrived and press "Mark as paid" on the ticket to move it to "Awaiting shipment". Card payments don't need checking and move to awaiting shipment automatically.
- Enter the carrier and tracking number and press "Mark as shipped". The status becomes "Shipped", and customers with an email address receive the tracking number (with a link to the delivery status for major carriers). If an inspection checklist that blocks pickup isn't finished, you can't press "Mark as shipped" (Chapter 6)
Pressing "Mark as paid" records that amount as a payment under "Payments" on the ticket. If anything shipped hasn't been paid yet, a "○ unpaid" bar appears above "Mail-in requests". Press it to open "Unpaid", then use "Record payment" on each one to enter the amount received, how it was paid and the date, and press "Record payment" to clear it from the list. Shops using POS can also open it from "Unpaid" at the top right of POS.
If the customer chooses online payment after the repair is complete, send them a payment page link with "Send payment link" on the ticket.
On mail-in tickets, statuses are shown as "Work complete (awaiting payment)", "Awaiting shipment" and "Shipped" (a cancelled repair shows "Cancelled (awaiting payment)"; if the cancellation fee is 0, or a deposit already covers the full amount, it stays "Work done (Awaiting confirmation)"). The amount shown to the customer and on "Mark as paid" is the balance after any deposit (the combined total for items checked in together). In the list, they get a "Mail-in" badge, and a "Customer says paid" badge when the customer reports payment. The status doesn't move just because the customer reported a payment. Always check the payment yourself before pressing "Mark as paid".
To check in without using the request link, choose "Mail-in" as the check-in type at the top of the new check-in screen and enter the return address and payment method (you can also choose "Not decided yet (customer chooses after completion)"). There's no agreement or signature step.
If a package never arrives, you can remove the request with "Remove from list" in "Mail-in requests". Nothing is sent to the customer.
Can't find what you need?
Send us your question through the contact form or by email. If you already use Repair Karte, you can also ask from the chat button at the bottom right of the app.