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.

Return money or void a payment recorded by mistake when the money never arrived. (1 min 8 s)

Resend a receipt

Owners and admins: open the ticket’s Money panel using its icon at the right edge, open the invoice, and choose Receipt. You can also find the payment in Checkout → Activity. Choose an available delivery action and check its result; email and SMS depend on contact details and channel setup. Receipts also send themselves automatically once an invoice is paid in full. It’s one receipt per invoice, so a deposit or partial payment doesn’t send one. The customer needs an email or phone, and the receipt message must be on.

Refund a payment

Owners and admins: find the transaction in Checkout → Activity and choose Refund. On a ticket, open the Money panel, then the invoice, and choose Refund. The refund threads back to the original payment, updates the register feed, and shows in reports. Provider refunds follow the original payment rail. Check the returned outcome; a pending or reconciling refund is not yet a completed refund.

Reprint a device label

Open the ticket’s ⋮ Ticket actions menu and choose Print Label (label printing is part of Pro and Business). A separate printing setting offers a drop-off receipt prompt after check-in.

Find a ticket fast

Search tickets in the top 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

Open the ticket’s Ticket panel at the right edge and choose the right status in the Status dropdown. 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

Owners and admins with access to all stores: open Customers, open the record you want to keep, choose More → Merge customers, and search for the duplicate. The open record stays unless you switch sides at the review step. 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

Open the ticket’s Ticket panel and choose the technician’s queue in the Queue dropdown. Revenue credit is separate: use Who did this work? on the invoice to record who did the work for commissions.

Close a shift someone forgot

The owner, or anyone with View team time entries and Edit time entries enabled in Settings → Team & Access → Roles & Permissions, can fix a shift. Open Clock → Time sheet (Pro and Business), find the person’s open shift, choose Edit shift, set Out, and select Save. Details in Time clock.

Take a deposit on a repair

Owners and admins: open the ticket’s invoice to record the deposit or partial payment (other staff can take a card payment on the shop’s reader). Check the saved amount and remaining balance. If the deposit was already recorded separately, apply that previous payment instead of collecting it again.

Apply a previous payment

Owners and admins: open the invoice inside the repair ticket and choose Apply previous payment. Review the available payment’s customer, amount, method, and receipt, then select Apply. Check the reduced balance before taking the remainder. This links recorded money; it does not collect a new payment. See Invoices & payments.

Add a discount to a repair

Open the ticket’s Money panel and choose New estimate or New invoice, or use Edit on an existing document when available. In Discount, choose a currency amount or %, enter the value, review the total, and save. See the discount guide.

Record approval and create the invoice

Owners and admins: on the ticket’s estimate, choose Approve, review Approve on customer’s behalf, and select Confirm approval if the customer has authorized the work. This records staff approval, separate from a customer signature. Then choose Convert to invoice. See the approval guide.

Create an invoice directly from a ticket

Owners and admins: open the repair ticket’s Money panel and choose New invoice, enter the line items, review the discount, tax, and total, then select Create invoice. The saved invoice appears under Invoices in the Money panel. Follow the invoice guide.

Send a payment link

Owners and admins: in the ticket’s Money panel, open the invoice and choose Send, then Send SMS or Send email to share its link. Available payment options depend on your connected provider. With Stripe connected, choose Record payment → Pay with Stripe (card link), review the amount, then choose Create card link and Open card payment. Check the invoice’s payment status after the customer pays.

Share a photo with the customer

Open the ticket’s Files and shipping panel, add the photo under Attachments, and choose Yes, email them when asked (the ticket needs the customer’s email). Owners and admins can also share an already attached file with its eye icon. On Pro and Business, it appears in their portal immediately, useful for “here is the corrosion we found” moments.

Stop messages to one customer

On the customer’s profile, owners and admins can choose Suppress emails in the Follow-ups row. That stops follow-up and marketing emails, but repair updates and receipts still send. A customer who replies STOP stops getting texts from you.

Add a quick retail sale

In Checkout → Quick sale (owners and admins; other staff can take a card on a connected card reader), type or scan the item and take payment. Inventory decrements on its own. Full walkthrough in Checkout & register.

Check what is low in stock

Inventory shows low-stock flags based on the thresholds you set per item, and the Inventory Value report in Reports (Pro and Business; owner by default) totals what is on the shelf.

Get evidence for a dispute

The ticket’s case file offers a Chargeback response for card disputes, with a summary and supporting records.

Move a ticket to another queue

Open the ticket’s Ticket panel and pick the destination in the Queue dropdown. Queue badges update for whoever owns that queue.

Invite a new employee

Settings → Team & Access, add them with a role. Standard is for one person, but invited beta shops and shops already paying for Standard before it changed to one person can still have two people; Pro includes up to 8 people and Business unlimited. Access to work, money, and earnings depends on the assigned permissions and location access. Roles are explained in Team & roles.

Change your business hours

Open Settings → Business → Appointments → Business Hours, change the hours, and choose Save Changes. Owners and admins can also ask the assistant. It shows the change, and nothing is saved until you press Apply. Hours drive the booking page and the lead widget’s after-hours behavior.