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Customer Emails
Overview of the customer emails and when a customer receives them.
Appointment Request Confirmation
When a customer creates an appointment on the RepairPal website, they will receive an email confirming the request has been sent to the shop. This email contains the details of the appointment, the shop details, and a link to our self-service page.
Appointment Confirmation
This email is sent after you accept an appointment through your Dashboard. This email notifies the customer that they are all set to come to your shop at the date and time requested. It provides the same information as the request confirmation.
See this article to learn more on accepting customer appointments.
When a shop reschedules an appointment through the Dashboard, this same email is sent out. The only difference is the date and time are updated to reflect the appointment in your Dashboard. See this article to learn more on rescheduling appointments in your Dashboard.
Appointment Declined
This email is sent when you decline an appointment through the Dashboard. The customer will receive the 3 closest shops to the original request plus a link to search for more shops in the area.
Appointment Reminder
The customer receives an email the day before their appointment as a reminder. The email includes a link to our self-service page, where a customer can reschedule or cancel their appointment if needed.
Drop-off Survey
An hour after a customer's appointment, we send out a survey asking the customer how their drop-off experience was. This data is currently used internally to improve the service and individual responses are not shared.
Customer Reschedule
When a customer requests a date or time change to their appointment through our self-service page, we send this email to let the customer know their request was sent.
Customer Cancellation
This email is sent when a customer cancels their appointment through the self-service page.
Thank You
This email is sent out 7 days after the appointment date.