Track every repair
from intake to completion.
Assign statuses, set due dates, and automatically notify customers as their device moves through each repair stage, with independent workflows per service method.
A bench overview that mirrors your shop.
Statuses, notes, due dates, automation. Everything you need to keep customers updated and the bench moving, without juggling spreadsheets.
Independent workflows per service method
Each service method, Come By Our Store, Ship Device, Pickup Service, and Repair on Your Location, has its own independent set of statuses. Customize the stages, order, notifications, and email templates separately for each method so your workflow matches how each service type actually operates.
Visual due date tracking
Set a due date for each repair and see color-coded indicators at a glance: blue for future dates, orange for today (upcoming), red for today (overdue) or past dates, and green for completed. Spot overdue repairs instantly without opening each workflow.
Internal and external notes
Add internal notes that only your team sees, or external notes that are sent to the customer as a notification. Notes can be up to 5,000 characters and can be attached to the overall booking or to a specific repair within an order. Each note records who added it, when, and the related repair.
Fully customizable status pipeline
Start with default statuses like Pickup Scheduled, Picked Up by Courier, In Diagnosis, Waiting for Parts, In Repair, Delayed / On Hold, Ready for Pickup, Ready for Return, Delivered, Completed, and Canceled, then add, remove, reorder, or rename them freely. Each status has its own notification toggle, email subject, email template, and color theme. The built-in Completed status can't be deleted.
Autocreate workflows on booking
Define rules so workflows are created automatically when an appointment matches your conditions. Trigger on appointment status (Pending, Approved, Price on Request, Completed, or Canceled) combined with a delivery method, and assign the initial workflow status. Rules also fire on manual and bulk status changes, no manual workflow creation needed.
Audit trail for every action
Every workflow creation, status update, and notification sent is recorded in the workflow activity log with a timestamp and the user who performed the action. Use it as an internal audit trail to see exactly what happened, when, and by whom, no extra setup required.
Four steps from intake to handoff.
Configure once, then every booking flows through your statuses with the right emails firing at the right time.
Configure your statuses
Go to Settings, Repairs Workflow to manage statuses per service method. Reorder them with arrows, customize notification toggles and email subjects and templates per status, and pick a color theme for visual identification. Use Load Default Statuses to reset a service method back to the defaults.
Create a repair workflow
Go to RepairPlugin, Repairs Workflow and click Add New. Select an existing appointment or create a new order, set a due date, choose an initial status, and pick the customer's notification preference (Email is currently the active channel; SMS and Phone Call appear in the menu but aren't yet implemented). Click Add Selected to save without notifying, or Add & Notify to save and send the customer a notification.
Track and update repairs
Click any repair to open its management view. Change the status, update the due date or notification preference, and add internal or external notes. If notifications are enabled for the new status, the customer receives an automatic email update. External notes also trigger a customer notification.
Automate with rules and close out
Set up autocreation rules so workflows are generated as soon as a booking matches your conditions, no manual click required. When all repairs are finished, click Mark As Completed to close the workflow. Reopen it later with Mark As Incomplete if a customer returns with an issue.
Included from Growth onwards.
Repairs Workflow is part of the Growth and Scale tiers. Essentials customers can upgrade in one click, no migration, no data loss.
Not included
Repairs Workflow included
Workflow + per-location overrides
Common questions.
Can I change a repair's status back to an earlier stage?
Yes. There are no restrictions on status transitions. You can move a repair from any status to any other status, for example, from Ready for Pickup back to In Repair if something needs to be redone.
When does the customer receive a notification?
Customers receive a notification in three situations: when a workflow is first created, when you change a status that has the notify customer option enabled, and when you add an external note. Internal notes don't trigger notifications.
What is the difference between internal and external notes?
Internal notes are only visible to you and your team in the admin panel. External notes are also sent to the customer as a notification based on their notification preference. Both note types can be up to 5,000 characters long.
Which plans include Repairs Workflow?
Repairs Workflow is included in the Growth and Scale plans. It activates automatically when a valid Growth or Scale plan is detected. If your plan doesn't include it, a license activation page appears instead of the workflow interface.
Can I use different statuses for different service methods?
Yes. Each of the four service methods (Come By Our Store, Ship Device, Pickup Service, Repair on Your Location) has its own independent list of statuses. You can fully customize each list separately.
Do SMS and Phone Call notifications work?
No. Only Email is currently functional. SMS and Phone Call appear in the notification preference menu but are not yet implemented, they're planned for a future release.
Can workflows be created automatically?
Yes. Set up autocreation rules under Settings, Repairs Workflow. When an appointment's status and delivery method match a rule, RepairPlugin automatically creates a workflow with the configured initial status. This works for new appointments, manual status changes, and bulk status changes.
Can I personalize the notification emails?
Yes. Each status has its own email subject and template, and both fields support dynamic variables, including customer details ($CustomerName$, $CustomerEmail$, $CustomerPhone$), appointment data ($AppointmentDate$, $Brand$, $Model$, $Color$), and financial fields ($TotalPrice$, $CouponCode$). Templates also support translations via the globe icon.
Read the full guide.
Status configuration, due date colors, internal/external notes, autocreation rules, and the full activity log reference, straight from the help centre.
- Status ManagementCreating, editing, reordering, and deleting repair statuses per service method.
- Due Dates and Activity LogColor-coded indicators, completion tracking, and the workflow audit trail.
- Internal and External NotesAdding staff-only or customer-facing notes with notifications, up to 5,000 characters.
- Autocreation RulesTrigger workflows automatically based on appointment status and delivery method.
Pair it with these.
Automatic workflow creation
Skip the manual click, fire workflows on any appointment status + method combo.
Learn moreAppointments dashboard
The single source of truth for every booking, where workflows attach.
Learn moreEmail templates
Edit the per-status emails with dynamic variables and translations.
Learn moreTurn visitors into customers.
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