Mail-in repairs
Flagging a ticket as mail-in, the shipping panel, the Device arrived stamp and Awaiting device, and the {tracking} template variable.
A repair ticket can be flagged as mail-in at intake. That adds shipping details to the ticket, a one-tap Device arrived stamp, and a {tracking} variable for the customer-facing status messages — everything else about the ticket, from statuses to warranty, is the same one you already run.
There is no carrier integration of any kind — no label printing, no postage purchase, no rate lookup and no automatic tracking-status polling. The carrier and tracking number are text you type in yourself, after you've booked the postage elsewhere. There is also no customer-facing form that raises a ticket on its own, and no online quote-approval or payment gate before dispatch — those exist separately, see Taking the money before it goes below.
Marking a ticket mail-in
The intake wizard's Customer Details step carries a Mail-in toggle. Ticking it flags the ticket — nothing else about intake changes. Photos were already optional at intake, so a ticket raised the moment a customer says they're posting a device in is not blocked by anything before the parcel actually lands. See Device intake and photos.
Shipping details on the ticket
A mail-in ticket carries a Shipping panel on its detail view: inbound carrier, inbound tracking number, outbound carrier, outbound tracking number, and a return address — all editable at any point in the job. The return address prefills from the customer's own record when one is on file, and whatever ends up in the field is stored on the ticket, so it stands as the record of where the device was actually sent back to, not just where it was supposed to go.
"Device arrived" and Awaiting device
Device arrived sits on a mail-in ticket behind a staff PIN, the same as any other repair write. It stamps the ticket once — a second press does not move the stamp or do anything else.
No new statuses were added for mail-in — the built-in status set is exactly what it was. A mail-in ticket sitting in Received with no arrival stamp reads as Awaiting device on the repair board and on the ticket itself; the moment the arrival is stamped it reads as Received like any other job. See Statuses and workflow.
Shipping it back
On a mail-in ticket, the Collected status is labelled Shipped back in the interface. It is still the same status underneath — reporting, warranty start and everything else behave exactly as they do for a Collected ticket. See Warranty and rework.
The repair status SMS and email templates, under Repairs → Settings, gain a {tracking} template variable. It substitutes the ticket's outbound tracking number, and sits empty when there isn't one yet — the same behaviour as the existing {ready_by} variable. See Customer notifications.
The enquiry form on your public page
If your public shop page is switched on, its enquiry form carries a What's this about? selector with a Mail-in repair request option. Choosing it tags the enquiry so you can tell mail-in requests apart in the notification and the email subject line — it does not create a ticket and does not take payment. A staff member reads the enquiry and raises the ticket the ordinary way. See What customers see.
Taking the money before it goes
Mail-in adds nothing new here — the same tools that work for any repair cover a job that's about to go back in a parcel: a quote the customer approves from a link, a deposit taken before you post anything back, and an invoice with an online payment link for a customer who is not standing at the counter.