Shop workflow guide
Auto Repair Payment Follow-Up: A Shop Checklist
Start payment follow-up by checking the current invoice and payment record. Assign one owner, contact the right person and record the outcome so customers do not receive duplicate requests.
Updated · Strut product team
01 / Shop workflow guide
Build a checked list of unpaid invoices
Review open balances at a regular time each working day. Check for recent payments, duplicate documents, disputed work and a different billing contact before sending a message. An unpaid status deserves investigation, not an automatic assumption that the customer ignored the bill.
- Confirm invoice number, due date and remaining amount.
- Separate payment discrepancies from genuinely overdue balances.
- Assign an advisor and a next review date.
02 / Shop workflow guide
Use a specific, neutral message
Example wording: “Hello [name], we are checking invoice [number] for your [vehicle]. Our record shows [balance] outstanding. Could you confirm whether payment has been sent? If not, please use the payment option on the invoice or contact us with any questions.” Verify the facts and recipient before using this example.
- Include only the information the payer needs.
- Avoid sending sensitive service details to an unverified address.
- If payment is claimed, check its reference before contacting the customer again.
03 / Shop workflow guide
Record the outcome and close the loop
Record who responded, what needs checking and who owns the next step in your approved shop process. Strut’s public payment workflow shows Stripe setup, payment from invoice emails and invoice payment status. This guide does not claim automatic reminder campaigns or promise that a sent payment settles immediately.
- Stop follow-up once the balance is verified as settled.
- Route a disputed charge back to the advisor responsible for the work.
- Confirm processing fees and settlement timing during setup.
Map this to your shop