The mail-in suite
Run mail-in repair like a machine
If your current system treats mail-in as a tracking-number field on a ticket, here is the whole journey BenchKey runs instead: from the form on your website to the review request after delivery, with the customer informed at every step automatically.
1/8 · Step 1: the public mail-in form on your website
The journey, end to end
Ten steps, zero spreadsheets
Every step below is the system working, not someone remembering. Your team touches the repair; BenchKey handles the communication, the money, and the logistics around it.
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01
Customer fills out your mail-in form
A public intake form on your website, built in your form builder with conditional questions per repair type. A data recovery intake asks different questions than a console repair.
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02
A ticket exists before the box does
The moment they submit, a real ticket lands in your queue with the customer attached. Arrival becomes a status change, not a data entry session.
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03
The portal link goes out instantly
On creation, the customer gets their private tracking page by email and SMS. From minute one they can watch the whole journey, like tracking a package.
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04
Shipping label, printed from the system
Generate the inbound label inside BenchKey using your connected carrier account; it goes to the customer and the tracking number lands on the ticket. They box the device and ship it.
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05
Automated arrival confirmation
Package shows up, you mark it received, and the customer gets the automated email and text. The anxiety gap between shipping and arrival closes itself.
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06
Estimate sent to their phone
Diagnose it and send the estimate. It lands in the portal and by email/SMS with one-tap approval, recorded and timestamped on the ticket.
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07
Approved. Work begins
The approval flips the status, the bench gets to work, and every status change can notify the customer automatically. No "any update?" emails from three states away.
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08
Invoice by email and SMS
Work done, invoice sent with a payment link. The customer pays by card from their phone, and the receipt with the PDF sends itself.
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09
Ship it back, tracking shared
Create the return shipment inside the system. The tracking number goes to the customer automatically and shows in their portal.
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10
Review request on delivery
When the ticket hits delivered, the review request goes out on its own. The happiest moment of the repair becomes your next five-star review.
And this is what the customer watches the whole time
Recorded from a real portal link: live timeline, messages, approvals, and payment, no app, no account.
Why this wins jobs
Mail-in customers choose the shop they can see
Someone shipping a device across the country is nervous. The shop that shows a live tracking page, confirms arrival automatically, takes approval by phone, and shares return tracking wins that customer over the shop that answers email twice a day. The suite is how a small bench serves the whole country.
- → Serve customers far beyond your zip code
- → Every step communicates automatically
- → Approvals and payments recorded, disputes defused
- → Reviews requested at the moment of delight
The public form on your site. Click to enlarge.
FAQ
Mail-in questions
What makes BenchKey different for mail-in repair?
It is the complete pipeline in one system: intake form, pre-arrival tickets, labels, arrival automation, the customer portal, estimates and payment by phone, return shipping with shared tracking, and automatic review requests. BenchKey runs the whole journey in one place instead of a step or two.
Do customers need an account to track their repair?
No. They get a private portal link by email and SMS the moment their ticket is created. It opens in any browser.
Can I ask different intake questions for different repair types?
Yes. The form builder supports conditional sections per category, so a water-damaged phone intake looks different from a watch service intake.
How do remote customers pay?
The invoice goes out by email and SMS with a payment link. They pay by card from their phone, and the receipt with the invoice PDF sends automatically.
What happens between "I shipped it" and arrival?
Automated follow-ups cover the transit gap, and the portal shows the current stage the whole time. When you mark the package received, the confirmation email and text go out on their own.
Which plan includes the mail-in suite?
The Business plan, $129/month, or $99/month locked for life on founders pricing. It includes the shipping engine, B2B asset tracking, API access, and unlimited team members. No other repair platform publishes a mail-in price at all.
Open your counter to the whole country
Set up the mail-in form in an afternoon, and be ready for your first remote repair this week.
Free 14-day trial · No credit card · Import from your old system
Founders pricing: the first 50 shops lock Pro at $59/mo for life · see pricing