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🏪 Understanding the Customer Portal

This guide explains how the customer portal works and how to use it effectively in your repair business.

What is the Customer Portal?​

The customer portal is a web page where your customers can:

  • Track their repair status
  • View order details and quotes
  • Approve quotes remotely
  • Sign terms and conditions
  • See payment status

Why Use the Portal?​

🕐 Reduces Phone Calls​

Customers check status online instead of calling you.

✅ Enables Remote Approvals​

Customers can approve quotes without visiting the shop.

✍️ Captures Digital Signatures​

Terms and conditions signed remotely.

📱 Professional Image​

Modern, branded experience for customers.

How Customers Access the Portal​

When you enable automated emails, the tracking link is automatically included:

  • Order confirmation emails
  • Status update emails
  • Quote emails

Manual Sharing​

Share the portal link manually:

  1. Open the order
  2. Copy the Customer Portal Link
  3. Send via SMS, WhatsApp, or email

Each order has a unique, secure link:

https://portal.repairminder.com/track/[unique-code]

What Customers See​

Order Information​

  • Order reference number
  • Date created
  • Current status
  • Device details

Status Timeline​

Visual timeline showing:

  • Order created ✓
  • Device received ✓
  • In progress ⟳ (current)
  • Ready ○ (upcoming)
  • Collected ○ (upcoming)

Quote Details​

If a quote is attached:

  • Itemised pricing
  • Total with VAT
  • Approve button

Payment Summary​

  • Total amount due
  • Payments made
  • Balance remaining

Shop Contact Info​

  • Phone number
  • Email address
  • Address
  • Opening hours

Enabling the Portal​

The customer portal is enabled by default. To configure:

  1. Go to Settings → Customer Portal
  2. Configure options:
    • Enable/disable portal
    • Require login vs. direct link
    • Branding settings
  3. Save

Portal Notifications​

Customers can receive notifications when:

  • Order status changes
  • Quote is ready for approval
  • Repair is complete

Configure in Settings → Automated Emails.

Remote Quote Approval​

Allow customers to approve quotes without visiting:

  1. Create the order and quote
  2. Send the quote email (includes portal link)
  3. Customer opens portal
  4. Reviews the quote
  5. Clicks Approve Quote
  6. You're notified of approval
  7. Proceed with repair

Tracking Approvals​

View approval status on the order:

  • Pending - Awaiting customer approval
  • Approved - Customer has approved
  • Declined - Customer declined (with reason)

Remote Signatures​

Capture signatures for:

  • Terms and conditions
  • Repair authorisation
  • Data handling consent

How It Works​

  1. Order includes terms requiring signature
  2. Customer opens portal
  3. Reads terms
  4. Signs on screen
  5. Signature attached to order

Signature Record​

View captured signatures on the order:

  • Signature image
  • Timestamp
  • IP address
  • Document signed

Branding the Portal​

Customise the portal appearance:

  1. Go to Settings → Customer Portal
  2. Upload your logo
  3. Set brand colours
  4. Add custom message
  5. Save

Multi-Location Portal​

For multi-location businesses:

  • Each location can have its own branding
  • Contact info shows the correct location
  • Opening hours per location

Portal Security​

Customer portals are secure:

  • Unique links per order
  • Links expire after order completion
  • No login required (link is the auth)
  • HTTPS encryption

Common Issues​

Customer Can't Access​

  • Check the link was sent correctly
  • Verify the order exists
  • Resend the portal link

Customer Wants to Change Something​

Customers can't edit orders. They should:

  • Contact you directly
  • You update the order

Portal Not Showing Updates​

  • Check the order status was saved
  • Portal shows real-time data
  • Ask customer to refresh

Best Practices​

✅ Do​

  • Include portal link in all communications
  • Encourage customers to check status online
  • Use remote approvals to speed up quotes
  • Capture signatures digitally

❌ Don't​

  • Forget to send the portal link
  • Rely only on portal (some prefer calls)
  • Share portal links publicly

Next Steps​