Internal vs customer-facing stages

Every stage has an Internal only flag. The stages preview on the Stages page shows two rows: the top row is what you (and your team) see on a repair; the bottom row is what the customer sees on their tracking page.

What customers and partners see

• You always see every stage on every repair you own.
• Customers see only non-internal stages on their tracking page. If a repair currently sits on an internal stage, the customer's view falls back to the last public stage so their status doesn't go blank.
• Partner organisations (the store that sent you a repair, or a supplier you sent it to) see internal stages only if you grant them the Can see internal stages permission on the link. The default is no.

Marking a stage internal

On Settings → Stages, click the row to expand it and toggle internal-only. Stages are visible by default, so this is an opt-in to hide.

The first and last stages are locked (every pipeline needs a starting point and a completion stage), but everything in between is yours to customise — drag stages by the handle to reorder.

When to use it

• Back-of-house steps you don't want to expose: "Tech assigned", "On the bench".
• Internal handoffs: "Awaiting parts", "Pending QA".
• Anything you'd rather not say out loud — internal notes on the timeline follow the same visibility rule.

Other stage flags

Stages also have a separate stage type (in-warranty, out-of-warranty, or both) which is informational and doesn't affect customer visibility. For in-house and hybrid orgs you can also flag a stage as a payment stage — where invoicing and payment are handled.