Common tasks, quick answers
The small stuff, answered fast. Every heading links directly, so support can send you straight to the answer. If you cannot find something here, ask the AI assistant inside the app, it knows your setup.
Resend a receipt
Section titled “Resend a receipt”Open the ticket (or find the payment in Checkout → Register → Recent transactions) and use the Receipt action on the payment row. It re-sends by email and SMS. Receipts also send themselves automatically on every payment.
Refund a payment
Section titled “Refund a payment”Find the transaction in Checkout → Register (or on the ticket’s money tab) and hit Refund. The refund threads back to the original payment, updates the register feed, and shows in reports. Card refunds go back through Square to the original card.
Reprint a device label
Section titled “Reprint a device label”Open the ticket and use the Label action. Labels also print automatically at check-in when printing is set up.
Find a ticket fast
Section titled “Find a ticket fast”The search bar takes ticket numbers, customer names, phone numbers, emails, and devices. Partial matches work, the last four digits of a phone number is usually enough.
Fix a wrong status
Section titled “Fix a wrong status”Click the status chip on the ticket and pick the right one. Be aware automations fire on status entry, so if you skipped ahead and jumped back, the messages for the statuses you pass through again may resend, check the ticket’s history if unsure.
Merge duplicate customers
Section titled “Merge duplicate customers”Open Customers, find the duplicate, and use the merge tool. Tickets, invoices, and history combine onto the surviving record. Merges cannot be split back, so check both records first.
Change who is assigned to a ticket
Section titled “Change who is assigned to a ticket”Open the ticket and change the assignee in the details rail. The new tech sees it in their queue immediately, and commissions credit whoever is on the work.
Close a shift someone forgot
Section titled “Close a shift someone forgot”Clock → find the open shift → close it and correct the time. Details in Time clock.
Take a deposit on a repair
Section titled “Take a deposit on a repair”On the ticket’s invoice, enable the deposit and take the partial payment. The invoice tracks paid versus remaining, and the customer can pay the balance from their portal link.
Send a payment link
Section titled “Send a payment link”From the invoice, choose Send Link, the customer gets a text or email and pays from their phone. The payment lands on the ticket like any counter payment.
Share a photo with the customer
Section titled “Share a photo with the customer”Attach the photo to the ticket and mark it customer-visible. It appears in their portal immediately, useful for “here is the corrosion we found” moments.
Stop messages to one customer
Section titled “Stop messages to one customer”Open the customer record and disable communications for them, or just reply STOP guidance: any customer texting STOP is suppressed automatically and BenchKey will not message them again.
Add a quick retail sale
Section titled “Add a quick retail sale”Checkout → Quick Sale, type or scan the item, take payment. Inventory decrements on its own. Full walkthrough in Checkout & register.
Check what is low in stock
Section titled “Check what is low in stock”Inventory shows low-stock flags based on the thresholds you set per item, and the inventory valuation report totals what is on the shelf.
Get evidence for a dispute
Section titled “Get evidence for a dispute”Every ticket exports a case file, the complete timestamped record, formatted for chargeback responses.
Move a ticket to another queue
Section titled “Move a ticket to another queue”Click the queue chip on the ticket and pick the destination. Queue badges update for whoever owns that queue.
Invite a new employee
Section titled “Invite a new employee”Settings → Team, add them with a role. Techs see their work and their earnings; admins see everything. Roles are explained in Team & roles.
Change your business hours
Section titled “Change your business hours”Settings → Business, or just tell the assistant: “we’re open 10 to 6 weekdays and 11 to 4 Saturday.” Hours drive the booking page and the lead widget’s after-hours behavior.