Repair emails, alerts & webhook events reference
Every email a repair or warranty claim sends to a customer, vendor, or supplier is an editable template — never hard-coded wording. This page lists all of them, when each one fires, and the webhook events a connected app can subscribe to for the same moments. For the wording itself, go to Settings → Email Templates and see Customize email templates.
Repair & warranty email templates
Open any of these from Settings → Email Templates, or from the Edit email link that sits next to the action that sends it.
| Fires when | |
|---|---|
| Repair Request Received | A repair is submitted — from the internal form, with its "email on submit" switch on, or always from the public claim form. The customer's first confirmation. |
| Repair Shipping Instructions | An inbound shipping label is issued; carries the prepaid label or drop-off instructions. |
| Repair Item Received | The piece physically arrives and is received onto the repair. |
| Repair Update | Sent by hand from the repair's Communication tab — a free-text progress update. |
| Repair Information Requested | Sent by hand from Communication; asks the customer for information (for example a close-up photo). Sending it also pauses the repair's SLA clock until they reply — the button reads Send & pause SLA. |
| Repair Quote | A quote is sent, with its number, total, expiry, an approval link, and the quote PDF attached. |
| Repair Quote Reminder | Automatic reminders for a quote still awaiting a decision, by default at 3 and 7 days after sending (configurable), at most once per step. Past its expiry, the quote expires instead of reminding again. |
| Repair Delayed | A repair is running late — parts are short, or a vendor dispatch is overdue. Sent by hand from Communication by default, or automatically once Email delays automatically is switched on (Settings → Repairs & Warranty → General). |
| Repair Completed & Shipped | The outbound return-shipment label is bought, or the shipment is marked shipped — carries the tracking link. |
| Repair Unrepairable | A unit is resolved as unrepairable, explaining why and the resolution offered (credit, replacement, or return as-is). Distinct from Repair Not Covered, which fires when a claim is rejected or found out of warranty. |
| Repair Not Covered | Checked by default when you Reject a claim — "Email the customer the 'Not covered' notice." Includes your reason and, when the piece's warranty policy allows it, an offer to repair it for a fee. Uncheck the box before confirming to skip the email. |
| Repair Loaner Due | A loaner unit's due date is approaching, and again once it's overdue. |
| Repair Satisfaction Survey | A set number of days after delivery; links to the survey. |
| Warranty Registration Confirmed | A registration is verified and confirmed, with its coverage period — whether decided by hand or auto-verified. |
| Warranty Registration Rejected | A registration is rejected, with the staff-entered reason. |
| Repair Vendor Dispatch | A dispatch to an outside repair vendor is created or you notify the vendor — carries the dispatch number, unit list, your instructions, expected-back date, and the vendor's portal link. Never sent with no vendor email on file; the dispatch page says so rather than failing silently. |
| Supplier Repair Recovery Claim | A recovery claim is sent — carries the claim number, claimed amount, a line per unit (repair, product, lot, amount), and your chosen evidence attached. |
A tenant with no row for one of these falls back to the built-in wording verbatim, so a repair email never goes out in a voice nobody can edit — and every one is sent through the customer's own store's branding. Switching a template off in Settings → Email Templates stops that send; rejecting a claim with the notify box checked tells you which way it went — "…The customer was emailed." or "…The 'Not covered' email was not sent (switched off in email templates, or no customer email)."
Almost every one of these carries a consistent View your repair button linking to the customer's own status page — the survey email links straight to the survey instead.
Webhook events
A connected app or your own integration can subscribe to these from Settings → Developer → Apps & Webhooks (see Subscribe to webhooks), with a token carrying the repairs:read scope (see the API scopes reference):
| Event | Fires when |
|---|---|
| New Repair | A repair order is created, from any source — internal, returns, the customer portal, the partner portal, or the API. |
| Repair Status Changed | The repair's case status changes, with the previous and new value. |
| Repair Unit Stage Changed | A unit moves to a new work stage, with the previous and new value. |
| Repair Unit Resolved | A unit gets its outcome (repaired, parts sent, replaced, refurbished, unrepairable, no fault found, and so on). |
| Repair Shipment Updated | An inbound or outbound repair shipment gets a label or tracking number, or changes status. |
| Repair Quote Sent | A paid-repair quote is sent to the customer. |
| Repair Quote Decided | The customer accepts or declines a sent quote. |
Each event carries the whole repair with its units and linked sales order, so a subscriber doesn't need a follow-up call to see what changed.
Related
- Customize email templates — editing the wording of any template above.
- Choose which alerts your team gets — delivery for the SLA and other repair alerts, which are separate from these customer-facing emails.
- Subscribe to webhooks — creating a subscription and verifying deliveries.
- API scopes reference — every scope, including repairs:read and repairs:write.
- Keep the customer in the loop — sending the Update and Information Requested emails by hand.
- Set up and send units to a repair vendor — where a vendor's email address is set, for the dispatch notice above.
- Repair, unit, quote, registration & SLA status reference — the SLA clock the Quote Reminder and Delayed emails relate to.