Shipping
The shipping section on the ticket detail page helps you manage mail-in repairs where items are shipped to and from your shop.
Shipping fields
Section titled “Shipping fields”Each ticket has three shipping fields:
| Field | Description |
|---|---|
| Carrier | Shipping carrier name (e.g., UPS, FedEx, USPS) |
| Inbound tracking | Tracking number for the item being shipped to you |
| Outbound tracking | Tracking number for the repaired item being shipped back |
Edit these from the shipping section menu on the ticket detail page.
Customer-facing tracking
Section titled “Customer-facing tracking”Outbound tracking and carrier are visible on the customer portal status lookup page. Customers can see when their repaired item has been shipped back.
Inbound tracking is for internal use only and is not shown to customers.
Email template variables
Section titled “Email template variables”Include tracking info in your email templates with:
{{tracking_number}}— the outbound tracking number{{shipping_carrier}}— the carrier name
This is useful for a “Ready for Shipping” or “Shipped” status template, so customers get their tracking details automatically.
Typical mail-in workflow
Section titled “Typical mail-in workflow”- Customer submits a repair through the online portal or contacts you directly.
- Customer ships the item. Enter the inbound tracking number on the ticket.
- You receive and repair the item, updating the status as you go.
- Ship the repaired item back. Enter the carrier and outbound tracking number.
- Change the status to trigger an email with tracking details.