Write repair updates customers can understand and act on.

Received: confirm what happens next

Confirm that the shop has the item, name the next step and give a date for the next update only when the shop can meet it. Do not imply diagnosis or repair has started merely because the job was created.

Example, not a customer result

Received — We’ve checked in your [item] under reference [reference]. Our next step is [inspection or diagnosis]. We expect to send the next update by [day or date]. You can follow progress or message us using your tracking link.

Diagnosing: say what is known and what is not

Customers often read In progress as nearly finished. If the shop is still diagnosing, state what has been confirmed, what remains uncertain and whether an estimate will follow. Avoid technical shorthand unless it helps the customer decide.

Example, not a customer result

Diagnosing — We’ve confirmed [symptom or finding] and are checking [remaining question]. We have not started additional repair work. We’ll send the estimate or next recommendation after diagnosis.

Awaiting approval: make the decision explicit

Name the proposed work, the current estimate and what happens if the customer declines. The tracking page should show the same amount as the message. Explain whether tax or possible additional work is excluded when relevant.

Example, not a customer result

Approval needed — We recommend [work] for an estimated [amount and currency]. Please approve or decline using your tracking link. We will not begin this additional work until we receive your decision.

Waiting for parts: avoid dates you cannot control

Explain what is ordered and when the shop expects the next reliable information. A supplier estimate is not a confirmed completion date. Update the target date when circumstances change rather than leaving an expired promise visible.

Example, not a customer result

Waiting for parts — We’ve ordered [part]. The supplier currently expects [arrival window], but completion is not confirmed. We’ll update you after the part arrives and we complete [fit, test or final check].

Ready for pickup: include practical details

State that the work is complete, the collection location or hours if useful, and how the customer should arrange another time. Do not say paid or settled unless that status is actually known in the system the shop uses.

Example, not a customer result

Ready for pickup — Your [item] is ready. Collect it from [location] during [hours]. If you need a different time, reply through the tracking page. Please quote [reference] at collection.

Shorten for SMS; keep detail on the tracking page

An SMS should identify the shop, reference and action, then point to the tracking link. Email can carry more explanation, but the key status should still appear near the beginning. Keep wording consistent across both channels.

Send every template to contact details you control before automating it. Check currency, dates, link behavior and small-screen readability. Review delivery history rather than assuming the message arrived.

• Use status names customers recognize.
• Say who acts next.
• Give one reliable next checkpoint.
• Never include an unlock code, password or unnecessary personal information.