How customers follow their repair online

Your customers can check on their repair online, so they don’t need to call the shop. They open it from the link in your message, or look up the job themselves.

They see the job’s status, costs and comments. For example, a customer can see that their phone’s new screen is fitted and how much is still to pay.

Two ways in

1. The link in your messages (all plans)

You can send the customer a message about a job, for example from Job created or Update job status. The SMS, email and WhatsApp messages include a link such as “Track Job” or “Track your job here”. The link opens the job sheet online, with:

• the job number and current status at the top
• the full job sheet, in your business’s print design
• buttons to print or share it
• a place for the customer to sign, if you use signatures

Only that job opens from the link, and the customer doesn’t need to sign in.

2. Track your repair (Standard plan and above)

On Standard and Enterprise, your BytePhase sign-in page shows a Track your repair button. It opens Track your repair job. There the customer:

1. Types their Ticket number / serial number / IMEI. That’s the job number on their receipt, or the device’s serial or IMEI number (the phone’s ID number). Or they scan the QR code on their printed job sheet.
2. Clicks Check now.
3. Under Verify your identity, sends a one-time code (OTP) to the mobile or email on the job, and types it in. Part of the mobile or email is hidden on screen.

If they scan the QR code on the printed job sheet, they don’t need the code. Only someone holding the sheet can scan it.

If nothing matches, they see “No job found. Check the serial, IMEI, or ticket number and try again.” Where to find this? shows them where the number is printed.

On Lite and Basic, this lookup page isn’t available. Customers use the link in your messages instead.

What the customer sees after looking up a job

• The Job sheet number, the device and the status label
• The Job created date, Due date, serial or IMEI number, and Estimated cost (your first price estimate)
• Service information: services, costs, Advance paid, Balance due and Payment status
• Activity log: what has happened to the job, such as status changes and deliveries
• Comment history: the comments on the job, with Add comment so they can reply

To look up a different job, they click Track another ticket. After an hour, they need to verify again.

What the customer never sees

• Private notes. Only Comments are shown.
• Payment entries in the activity log.
• Changes to who is working on the job, and details about sending work to another repairer.

When the customer replies

A comment the customer adds on this page shows up on the job’s Comments tab. Your admins and reception staff get an email. Any owner alerts you’ve turned on are sent too. See Comments and private notes.

Tip

Keep statuses and comments up to date, and customers will rarely need to call. Every status message you send carries the tracking link.

Good to know

• How the code arrives: by SMS if your shop has SMS set up, otherwise by email. The code works for 10 minutes. The customer can ask for a new one after 30 seconds. After 5 wrong tries, they need a new code.
• No mobile or email on the job? The customer can’t get a code, so they can’t use the lookup. They can still use the link in your messages or scan the printed QR code.
• Customers with a login also see their jobs under Repairs in the app.