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🌐 Customer Portal Guide

This guide is for end customers who want to track the status of their repair online.

💡 For repair shops: See Understanding the Customer Portal for how the portal works from the business side.

Accessing Your Order​

You can track your repair order online using the link provided by the repair shop.

From Your Email​

  1. Check your email for messages from the repair shop
  2. Look for a link like "Track your repair" or "View order status"
  3. Click the link to open the portal

From the Repair Shop​

If you don't have the link:

  1. Contact the repair shop
  2. Provide your name and phone number
  3. They can resend the portal link

What You'll See​

Order Status​

The portal shows your current order status:

StatusWhat It Means
Order CreatedYour repair has been logged
Awaiting DeviceWe're waiting for you to drop off
Device ReceivedWe have your device
In ProgressRepair work has started
Quality CheckTesting the repair
ReadyYour repair is complete!

Device Information​

See details about your device:

  • What device you brought in
  • The fault you reported
  • Any accessories left with us

Quote and Pricing​

If a quote has been provided:

  • View the quoted price
  • See itemised breakdown
  • Check what's included

Payment Status​

Track payments:

  • Total cost
  • Deposits paid
  • Balance remaining

Approving a Quote​

If the repair shop sends you a quote to approve:

  1. Open the portal link from the email
  2. Review the quoted work and price
  3. Click Approve Quote if you agree
  4. Your agreement is recorded digitally

Signing Terms​

You may be asked to sign terms and conditions:

  1. Read through the terms presented
  2. Enter your name
  3. Draw your signature on screen
  4. Click Submit

This provides your consent for the repair work.

Contacting the Shop​

Need to get in touch? The portal shows:

  • Shop phone number
  • Shop email
  • Shop address and opening hours

Collection Instructions​

When your repair is ready:

  1. You'll receive an email notification
  2. The portal shows "Ready for Collection"
  3. Visit the shop during opening hours
  4. Bring ID if requested
  5. Pay any remaining balance
  6. Collect your device!

Common Questions​

How often is the status updated?​

The portal updates in real-time as the repair shop updates your order.

I can't access the portal​

  • Check your spam folder for emails
  • Make sure you're using the correct link
  • Contact the repair shop for help

The status hasn't changed​

Repairs can take time. If you're concerned:

  • Check the estimated timeline given
  • Contact the shop for an update

I need to change something​

To change your order:

  • Contact the repair shop directly
  • They can update the order on your behalf

Need More Help?​

Contact the repair shop that's handling your device. Their contact details are shown in the portal.