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Mail-in tickets ready before the package arrives

Let customers submit their device and repair details through your public form. The ticket is ready before arrival, with shipping records, estimate approval and return progress kept with the repair.

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Watch it work 1:16

Included in Business

Mail-in repairs guide
On the mail-in form, a customer describes the problem, accepts terms, signs and submits. The confirmation shows her ticket number and shipping steps, and All tickets adds her repair as Waiting To Be Mailed In.

Bench work between the inbound and return shipments

  1. 1

    Publish your intake form

    Your public form uses the repair questions you configure. A customer's submission creates a ticket before the device is shipped to the shop.

  2. 2

    Receive and quote the repair

    Mark the package's arrival on the existing ticket and record your diagnosis. Send the estimate through the customer portal for a recorded approval.

  3. 3

    Finish and arrange the return

    Complete the repair, invoice the work and confirm payment. Save return shipment details in the ticket so the customer can follow progress through the portal.

See it in the app

The shop and customers are made up. English narration with captions in English, Spanish, and Brazilian Portuguese.

Service terms for repairs sent by mail

Ask the right intake questions, explain the service and follow up while you wait for the device.

Intake questions by repair category

Conditional sections change the questions customers see. A data recovery request can ask for different information than a console repair.

Service options and terms

Define service tiers with your own prices and turnaround promises. The customer's agreement to the submission terms is recorded with the order.

Labels in either direction

With a shipping provider connected, generate inbound or return labels in BenchKey and keep their tracking on the ticket.

Follow-ups while you wait

Day-based reminders follow up on mail-in requests awaiting a package. Edit the message and timing to match the instructions you give customers.

Remote customers can follow shipment and repair

Existing tickets for incoming packages

Work arriving by mail joins the same queue as counter drop-offs. Staff review intake, shipping details and customer approval alongside the device's repair record.

Shipment and repair progress

Customers submit the form before shipping, then use their private repair page to follow progress. The mail-in timeline can include package arrival and return shipping stages.

Mail-in forms, labels and customer access

Business includes mail-in forms, shipping labels, carrier rates and follow-ups.

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When does a mail-in repair get its ticket?

Submission of the public form creates the repair ticket. When the package reaches the shop, staff record arrival against that ticket and continue with diagnosis, an estimate and customer approval.

Do I have to buy shipping labels through BenchKey?

Customers can ship with their own inbound labels. Only labels created in BenchKey through a connected shipping provider carry tracking on the repair ticket.

How do mail-in customers approve and pay online?

Private repair pages show estimates for review and recorded approval. With online payments connected, customers pay the invoice there too. Shipping stages and tracking remain with the repair so they can follow its return.

Updates for customers shipping repairs

The waitlist is open for repair shops

Leave your email for access updates. Your name and shop name are optional.

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Watch the product tour 3:34 Follow a repair from check-in to pickup in BenchKey