Start with a reference that stays with the bike
Create a record with the rider’s name and email, the bike, the reported problem and a unique reference. Record accessories left with the bike in an internal note. Keep the customer-facing note short and useful: what you will check and when you expect to have an update.
If you already work in a spreadsheet, keep the same reference when the bike moves through the queue. Changing it can make a later sync treat that row as another job.
Example, not a customer resultSample intake note: We’ve received your commuter bike for a brake check and drivetrain service. We expect to inspect it on Tuesday; we’ll contact you if additional work needs approval.
Explain parts delays without promising a finish date
Use stages that make sense at your bench, such as Inspection, Waiting for parts and Ready for pickup. Custom statuses map to the underlying workflow stages in Shop settings. When a part is delayed, update the target date and explain the next step rather than leaving an old promise on the tracking page.
For a spreadsheet-managed job, change the status in the source sheet. Paid-plan synchronization checks on the configured schedule; it is not an instant push from Google Sheets. Review the delivery log after a status change.
| Bike repair stage | What the rider needs to know | Useful shop action |
|---|---|---|
| Received | The bike is checked in and waiting for inspection | Confirm bike, accessories and contact details |
| Diagnosis / estimate | What was found and whether approval is needed | Separate customer notes from internal notes |
| Waiting for parts | Which next event matters, without an invented arrival date | Update the target date when the supplier confirms it |
| In progress | Approved work is underway | Send an update only when something meaningful changes |
| Ready for pickup | The bike passed the final check and collection details | Verify delivery before assuming the rider ignored it |
Example, not a customer resultSample parts update: Your replacement brake rotor is on order. We’ll confirm a collection date after it arrives and we complete the safety check.
Let riders ask the practical pickup questions
The customer can open their tracking link to check progress and send a message, such as asking whether they can collect the bike after work. Their message is copied to the shop by email; your reply from BenchPing is copied to the customer. The conversation stays attached to that job.
A tracking page does not require an account. Anyone holding its unique link can read its customer-facing record and conversation, so send it only to the intended rider. Do not put sensitive information in customer-visible notes.
- Email updates are included; prepaid SMS is currently available for Canadian recipients only.
- Check the selected channel, contact details and consent before sending a text.
- BenchPing is not an e-bike diagnostic tool, parts inventory or point-of-sale system.
Common questions
Is BenchPing a bike shop POS system?
No. BenchPing focuses on the repair queue, customer status pages, estimates, updates and conversations. It does not replace checkout, accounting, parts inventory or e-bike diagnostics.
Can a bike shop keep using its spreadsheet?
Yes. A shop can import CSV or Excel files, and eligible paid plans can read a supported public Google Sheet on a schedule. File upload is a one-time import; scheduled Google Sheets synchronization is a separate workflow.
Do riders need an account to see a repair status?
No. Each customer receives a private tracking link. Anyone with that link can read the customer-facing record, so the shop should send it only to the intended rider and keep sensitive information out of public notes.