Managing a repair

Everything about a repair lives on its detail page — its current stage, who's involved, what's happened, and what to do next.

Track the repair's journey

The stage slider at the top gives you an at-a-glance view: the current stage is highlighted, completed stages sit behind it, and the next stages are ahead. The bottom row is what the customer sees on their tracking page — internal stages are hidden from them.

Move it forward

The slider isn't just for viewing the journey — it's how you keep the customer in the loop too. Each time you advance the repair to the next stage, the slider updates and an email goes to the customer. Emails are pre-populated from your templates — edit or skip before advancing.

Take Action: emails, notes, and more

Use the + Action button to send the customer an email, log a phone call, add a repair note, or (for distributors) send an invoice. Every action you take is logged in the timeline below, so you can see exactly what's happened with this repair.

What the customer sees

Click Customer view on the customer card to preview their tracking page — stages, updates, anything you've shared. From there you can also send them a link to their page, so they can check progress without bothering you.

Sharing with a supplier (stores)

If a supplier is on the repair, their card shows their details, contact info, and return process. When you're ready, click Share with supplier to send them the full repair details so they can acknowledge it and start their side. Remember — sharing is a handshake, not a shipment. The product moves only once the supplier replies with collection or shipping instructions.

The full history

The timeline at the bottom records everything in order — stage changes, emails, notes, customer messages, who did what. It's the complete record of the repair.