Online Repair Booking

Let customers book a drop-off or posted-in repair on your returns portal, then check it in at the counter with everything pre-filled.

5 min read
Last updated 14 September 2026

Stores running Computer Repairs or Walk-in Repairs (including the phones, music and watch & jewellery flavours) can let customers book a repair on the returns portal. A booking is not a repair job yet. It holds what the customer told you, and your counter turns it into a job with the normal intake, pre-filled.

There are no appointment times. Customers either bring the item in whenever suits them, or post it to you.

Turn it on

Go to Settings → Industry modules and open your repair module.

  1. Tick Customers can book repairs online. "Book a repair" appears on your portal.
  2. Optionally tick Accept posted-in repairs. Customers can then post one item per booking.
  3. Choose where posted-in repairs are checked in. The default is your master hub. Labels always use your returns address.
  4. Set how many days an untouched booking stays open before it expires. The default is 14.
  5. Add anything customers should know, such as parking or opening notes. It appears on the booking and in the confirmation email.

Posted-in repairs are only offered when a parcel can actually reach you. That means an active carrier account, depot drop-off switched on, or customers allowed to use their own courier. If none is set up, the settings page tells you what is missing.

Drop-off bookings list the active drop-off locations enabled for the module.

What the customer does

  1. On the portal they choose Book a repair and verify their email with a code. They do not need an order with you.
  2. They describe each item: type, brand, model, optional serial, and the fault in their own words. Drop-off bookings can hold up to three items.
  3. If they bought it from you, they can pick the order.
  4. They choose Bring it to a store or Post it to us, and give their contact details.
  5. They choose how much you may spend without checking with them, or ask to be contacted before any chargeable work.
  6. They accept your published service terms, diagnostic fee and spend-limit wording. The version they accepted is stored with the booking.

Customers are never asked for device passwords or for authority for work that cannot be undone. Those are always handled with your staff at check-in.

They receive a confirmation email with the booking number. From Your repair bookings on the portal they can view or cancel a booking until it is checked in.

Checking in a drop-off booking

Open Repairs → Online bookings. Waiting bookings are listed with the customer, items, store and age.

  1. Open the booking and choose Check in.
  2. The repair intake opens with the customer, items, fault description, spend limit and receiving location filled in. Terms accepted online show as ticked and locked, with the date and wording version.
  3. Check the item, record serial, condition and accessories, and complete the intake as usual.

Each item becomes its own repair job, marked Booked online on the job page. The customer's online acceptance is recorded on the job with its original date. If the customer did not bring every booked item, remove the missing ones from the intake. They show as "Not brought in" on the booking.

A booking can only be checked in once. If two people try at the same moment, one succeeds and the other is told the booking is already checked in. Nothing is created twice.

Posted-in repairs

A posted-in booking creates a return straight away so the customer can get a label.

  1. After booking, the customer chooses how to send the parcel on the portal: carrier pickup, depot drop-off or their own courier. These are the same options as for returns.
  2. The booking list shows where the parcel is: waiting for a method, label issued, in transit or arrived.
  3. When the parcel arrives, scan it at Receive Returns or open the return. You see This parcel is repair booking BKG… with a Check in repair button.
  4. The intake opens pre-filled and turns that same return into the repair job. It does not create a second return, and it does not use a second plan slot.

A posted-in booking cannot be cancelled online once a label has been issued. Cancel the label first, or check the parcel in when it arrives.

Cancelling and expiry

  • Customers can cancel from the portal until anything is checked in.
  • Staff can cancel from the booking with a reason. The customer is emailed the reason.
  • Expiry: a booking that nobody brought or posted in within the expiry window is closed automatically and the customer is told. A posted-in booking with a live label never expires.

Plans and usage

Bookings do not count toward your monthly returns. A drop-off booking counts when it is checked in, like any intake. A posted-in booking counts once, when it is booked, because that is when its return is created.

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