Drop-off experience

The Drop-Off Wizard is for customers leaving a vehicle at the shop — whether it’s after hours, a scheduled appointment, or a walk-in with no appointment.

How it works

When a customer opens the Drop-Off Wizard, the first thing they see is a search field. They enter their name or phone number to find their appointment. If they find it, they select it and continue through the wizard. If they don’t have an appointment, a “Don’t have an appointment?” button takes them to a choice screen where they can drop off now or schedule for later.

From there, the wizard walks them through these steps:

1. Confirm or update their contact information (name, phone, email).
2. Confirm or add a vehicle (year, make, model — VIN and license are optional).
3. Choose any add-on services your shop has made available.
4. Review the drop-off summary.
5. Sign electronically, when required.
6. Upload documents, when that’s enabled.

At the end they get a confirmation screen.

What the shop receives

The drop-off submission creates a work order in TRACS at whatever stage your shop has set up. Staff can review it and continue the normal workflow from there.

If a customer gets stuck

Ask whether they’re on the same phone and browser tab they started with, whether they have internet access, and whether the QR code or link came from the Drop-Off page rather than the Customer Portal page. The two flows are separate — a portal link won’t open the Drop-Off Wizard.