Notifying customers (email)

How notifications are delivered#

Each customer has one contact method (text, email or phone), and updates go by that method. The same message never arrives twice. The badge next to the phone number in the list and on the ticket shows the method actually used.

Choose at check-in

Choose it under "Contact by" below the phone number on the New check-in screen. Returning customers already have their current method selected. For new customers, the method your shop chose last time is selected (email only when an email address is entered)

When the customer changes it

When the customer registers an email address from the QR code on the check-in ticket, their method switches to it

When it can't be delivered

If the contact method can't be used (for example, the customer hasn't replied YES yet), the update goes by email when there's an email address. Otherwise nothing is sent and the badge turns gray

Phone

Customers whose method is "Phone" aren't notified automatically. Please call them

Customers are notified automatically twice: (1) when you send the final estimate (with line items and an approve button; if you edit it, a notice of the change) and (2) when you mark the work as done (with a confirm button, plus a pickup booking button if your shop accepts pickup appointments). Customers also get estimate reminders and pickup reminders (set to "5 days" from the start for shops that signed up on or after October 6, 2026), and Google review requests if you set them up. Notifications are also sent automatically when a pickup appointment is cancelled because you closed that day, when you mark a cancelled repair as done (a notice that the item is ready to be returned; not for mail-in or on-site repairs), and at each stage of a mail-in repair (Chapter 14).

Emails that Repair Karte sends automatically (estimate reminders, pickup reminders, notices that a cancelled item is ready to be returned, review requests, and notices that a pickup appointment was cancelled because the shop is closed) are recorded on the ticket's progress timeline.

Emails are sent from "Your shop name (Repair Karte)". The address is send-only, so if a customer replies, it won't reach your shop. That's why the end of each email includes your shop name, address, phone number, business hours and closed days from "Shop info" in Settings (anything you haven't filled in is left out). Please fill in your shop info.

When a customer approves, cancels, confirms or books a pickup appointment on the status page, it shows up in your shop's "Notifications" and the ticket's status moves on automatically.

Notification settings#

Zoom

Resend automatically if an estimate goes unanswered

Default is "5 days" ("Don't resend automatically" for shops that signed up before October 6, 2026). If you choose 2, 3, 5 or 7 days, customers who haven't replied after that many days get the estimate resent once, with approve and cancel buttons. The resend is recorded in the ticket's timeline. When you turn this on, tickets already past that number of days are also sent in turn

Remind customers automatically if they haven't picked up after the completion notice

Default is "5 days" ("Don't remind automatically" for shops that signed up before October 6, 2026). If you choose 3, 5, 7 or 14 days, customers who haven't picked up while the repair is Work done (or Notified) get one pickup reminder. It isn't sent to customers who have a pickup appointment, or for mail-in repairs or repairs from partners. Multiple repairs for the same customer are combined into one message. The reminder is recorded in the ticket's timeline. When you turn this on, tickets already past that number of days are also sent in turn

Sending updates by text (shops in Canada)#

In Canada, customers who reply that they want texts can get estimates, ready-for-pickup and other updates by text (SMS) instead of email. Turn on "Send estimates, ready-for-pickup and other updates by text (SMS)" in Settings > Customer notifications and click "Save". Repair Karte provides the number and the texting service.

Texts come from "Your shop name via Repair Karte" with a short, fixed message and a link to the customer page. Example: Xclusive Shoe Spa via Repair Karte: Your repair is complete. Details here: https://repairkarte.com/app/s/AbCd2345 Reply STOP to opt out

Starting at check-in

Ask the customer "Can we text you updates?" and choose "SMS" under "Contact by" below the phone number on the check-in screen. When you save the check-in, one confirmation text goes to that number, and once the customer replies YES, updates arrive by text. Until the customer replies YES, nothing is sent by text (the badge shows a gray "Text pending"; customers with an email address get updates by email). The confirmation text has no name or link, so a mistyped number won't reveal the customer's details to anyone

Customers starting on their own, and changes later

The customer page (opened from the QR code on the customer copy) shows "Text me updates". Tapping it opens the customer's messages app, and they just tap Send. In Customers, the customer's page shows the status under "Text messages (SMS)" (receiving texts or waiting for YES), with "Send confirmation text" and "Stop texts". Updates go to the number the customer replied or signed up from

When a customer replies STOP

No more texts go to that number, and updates go by email if the customer has an email address. The customer's page shows "This number has opted out of texts"

Customers with both text and email

Updates go by the customer's contact method (Chapter 4, "How notifications are delivered")

Texts included in your plan

Per month: 100 during your trial, 300 on Standard, 1,000 on Pro. Texts are counted the way the carrier bills them (automatic updates are always 1 text). This month's count and your purchased texts left are shown in Settings and in Plan & billing

Buy more when you run out

The shop owner pays once by card from "Buy 100 texts ($3)" in Plan & billing. Purchased texts are used after your included texts run out, and any left over carry over to next month. When both are used up, updates go by email until next month or until you buy more, and a notice appears once in your shop's notifications

Each text is saved word for word in the ticket's progress timeline. If a text can't be sent, the reason is saved and the update goes by email if the customer has an email address.

Review requests (Google reviews)#

A set number of days after a repair is marked "Picked up" (same day, 1 day or 3 days later), a request to post a Google review is emailed to the customer automatically. Only customers with an email address on file receive it. The same customer won't get another one within 7 days. Each request is also recorded on the ticket's progress timeline.

For "Google review URL", enter the URL of your shop's review page. How to find it is shown under "How to find the URL" below the field (search for your shop on Google → "Read reviews" → copy the link shown under "Ask for reviews"). Press "Open to check": if a screen with your shop's name and stars to rate appears, the URL is correct.

You can freely edit the "Message". {name} is replaced with the customer's name and {url} with the review URL.

The schedule and result appear at the top right of the ticket as "Review request: scheduled for [date] / sent / skipped (reason)".