Frequently Asked Questions

CarPal offers the following user roles with specific permissions:

• Administrator: Full access to all features, settings, and financial data
• Manager: Access to operational features and staff management, limited financial visibility
• Service Advisor: Can create check-ins, manage repairs, and communicate with customers
• Technician: Access to repair details and ability to update job status
• Front Desk: Handle check-ins, check-outs, and basic customer inquiries
• Accounting: Access to invoices, payments, and financial reports

Roles can be customized further by enabling or disabling specific permissions for individual users.

To update your profile settings:

1. Click on your user icon in the top-right corner
2. Select "Profile Settings" from the dropdown menu
3. Update your personal information, contact details, and preferences
4. Change your password or enable two-factor authentication
5. Configure notification preferences
6. Click "Save Changes" to apply updates

You can also customize your dashboard layout and default views in the "Display Preferences" tab.

Manage your team effectively with these tools:

• Add New Staff: Invite team members via email with pre-assigned roles
• Edit Permissions: Customize access levels for each staff member
• Activity Logs: Monitor staff actions within the system
• Performance Metrics: Track job completion rates and customer satisfaction
• Schedule Management: Assign shifts and manage staff availability
• Account Deactivation: Temporarily suspend or permanently remove staff access

Administrators can bulk import staff from a CSV file or integrate with popular HR management systems.

CarPal allows seamless integration with insurance companies through these features:

• Partner Network: Connect with our pre-integrated insurance partners
• Digital Claims: Submit and track insurance claims electronically
• Documentation: Upload and share vehicle damage photos directly with insurers
• Approval Tracking: Monitor the status of insurance approvals in real-time
• Automated Invoicing: Generate insurance-compliant invoices automatically
• Custom Integrations: Request API access for direct integration with specific insurers

To set up insurance integration, go to Settings > External Partners > Insurance Companies and follow the guided setup process.

To create a new vehicle check-in:

1. Click the "+ New Check-In" button on your dashboard
2. Enter customer details (or select existing customer)
3. Input vehicle information (license plate, make, model, year)
4. Document the reason for visit and customer concerns
5. Complete the vehicle assessment (interior, exterior, mechanical)
6. Take and upload vehicle photos
7. Generate a preliminary estimate if applicable
8. Obtain customer signature and approval
9. Assign to a technician or service bay
10. Click "Complete Check-In" to finalize the process

The system will automatically notify the assigned staff and send a confirmation to the customer.

The vehicle assessment form is organized into four main components:

• Audio Components: Radio, speakers, Bluetooth connectivity, etc.
• Interior Components: Seats, dashboard, controls, A/C, etc.
• Exterior Components: Body condition, lights, tires, paint, etc.
• Engine Components: Fluids, belts, battery, engine performance, etc.

For each component, you can mark its condition as "Good," "Fair," "Poor," or "N/A." Add specific notes and photos for any items marked "Fair" or "Poor" to document pre-existing conditions.

Use the "Quick Assessment" button for routine services or the "Detailed Assessment" for comprehensive evaluations.

Follow these tips for effective vehicle photo documentation:

• Lighting: Ensure good lighting to capture accurate details
• Standard Angles: Take photos of all four sides, plus front and rear 45° angles
• Interior Views: Dashboard, driver's seat, rear seats, and trunk
• Damage Close-ups: Capture clear images of any pre-existing damage
• Odometer: Always document the current mileage
• VIN Number: Include a clear photo of the VIN plate
• Personal Items: Document any valuable personal items left in the vehicle

Use the CarPal mobile app for direct uploads, which automatically organizes photos by category and timestamps them for accurate record-keeping.

Secure customer approval efficiently with these steps:

1. Complete the vehicle assessment and generate a detailed estimate
2. Review the estimate and required services with the customer
3. Use the customer-facing display to explain costs and services
4. Send digital estimates via email or SMS for remote approval
5. Collect customer signature on the digital approval form
6. Set approval thresholds for additional work that may be required
7. Enable "Auto-Approval" settings for routine services under a specified amount

All approvals are timestamped and stored in the system for future reference. Customers can also approve estimates remotely through the customer portal or via secure approval links sent by email or SMS.

Generate professional invoices in just a few clicks:

1. Navigate to the relevant repair job or select "New Invoice" from the billing menu
2. Verify customer and vehicle information is correct
3. Add service line items, parts, and labor charges
4. Apply any discounts or promotional offers
5. Include taxes as applicable
6. Preview the invoice for accuracy
7. Select "Generate Invoice" to create the final document
8. Choose to print, email, or share the invoice with the customer

The system automatically calculates the CarPal service charge based on the total invoice amount. You can also save invoice templates for frequently used service packages.

CarPal applies service charges according to the following tiered system:

• KES 10-24,999: 10% fee
• KES 25,000-49,999: KES 2,500 flat fee
• KES 50,000-99,999: KES 5,000 flat fee
• KES 100,000+: KES 15,000 flat fee

The service charge is automatically calculated based on the total invoice amount before taxes. The system displays the applicable tier and fee during invoice generation.

Service charges are billed weekly and can be viewed in your "Account Summary" section.

Send invoices to customers through multiple channels:

• Email: Send PDF invoices directly to customer email
• SMS: Text a secure payment link to the customer's mobile phone
• Customer Portal: Upload to the customer's online account
• Print: Generate physical copies for in-person delivery
• Bulk Sending: Send multiple invoices simultaneously

You can customize invoice delivery with your shop branding, personalized messages, and payment instructions. The system tracks when invoices are viewed and sends automatic reminders for unpaid invoices.

Stay on top of your billing with integrated payment tracking:

• Payment Status Dashboard: View all invoice statuses at a glance
• Real-Time Updates: Receive notifications when customers make payments
• Payment History: Access detailed transaction records for each customer
• Aging Reports: Identify overdue invoices with aging categories
• Payment Analytics: Track payment trends and average collection time
• Automatic Reconciliation: Match incoming payments with open invoices

The system generates automated payment reminders based on your configured schedule. You can customize reminder frequency and messaging for different stages of payment follow-up.

Finalize repairs with a streamlined checkout process:

1. Navigate to the active job and select "Initiate Check-Out"
2. Verify all scheduled services have been completed
3. Document final vehicle condition with post-repair photos
4. Update odometer reading
5. Conduct a post-repair vehicle inspection
6. Record any follow-up recommendations
7. Confirm payment status (paid, pending, or invoiced)
8. Have the customer sign the checkout form
9. Print or email service completion documents
10. Schedule follow-up service if needed

The system compares check-in and check-out documentation to provide a comprehensive record of the service provided.

Ensure quality and customer satisfaction with our follow-up checks:

• Quality Checklist: Verify all repairs meet quality standards
• Test Drive: Document results of post-repair test drive
• Comparison Photos: Take "after" photos at the same angles as "before" photos
• Future Recommendations: Note any upcoming maintenance needs
• Warranty Information: Document any warranty details for parts or services

The post-repair assessment is visible to customers in their service record, building trust in your thorough process and quality standards.

Keep clients informed with timely updates:

• Completion Alert: Automatic notification when repairs are finished
• Pickup Scheduling: Allow customers to schedule convenient pickup times
• Service Summary: Detailed overview of completed work
• Follow-Up Care: Instructions for post-repair vehicle care
• Feedback Request: Automated request for service rating and review

Customize notification content, timing, and delivery methods (email, SMS, push notification) in your communication settings. You can also create notification templates for consistent messaging.

Retrieve detailed service records in seconds:

1. Search for a vehicle by license plate, VIN, or customer name
2. Select the vehicle from the search results
3. Click the "Service History" tab to view all past services
4. Use filters to sort by date, service type, or technician
5. Click on individual service entries to view detailed information
6. Access attached photos, notes, and invoice details

The comprehensive history view provides a timeline of all services performed, making it easy to reference past work and track the vehicle's maintenance over time.

Organize and update records effortlessly:

• Editing Records: Update information with proper change tracking
• Categorization: Tag services by type for easy filtering
• Document Attachment: Add warranty documents, parts information, etc.
• Maintenance Scheduling: Set up future service reminders based on history
• Customer Access: Control what history information customers can view
• Export Options: Generate PDF or CSV exports of service history

All changes to service records are logged with user information and timestamps to maintain an accurate audit trail.

Generate comprehensive reports for performance analysis:

• Service History Reports: Detailed logs of all services for specific vehicles
• Customer Reports: Aggregate service history by customer
• Maintenance Due Reports: Identify vehicles due for scheduled service
• Technician Performance: Analyze repair efficiency and quality by technician
• Common Repairs: Identify trends in repair types and frequencies
• Parts Usage: Track parts consumption and replacement patterns

Reports can be scheduled for automatic generation and distribution to designated staff members. Custom report templates can be created and saved for future use.

Manage and monitor repair jobs with real-time updates:

• Visual Calendar: Drag-and-drop scheduling interface
• Technician Assignments: Match jobs to available technicians
• Bay Allocation: Manage workspace utilization
• Status Updates: Track jobs through each repair phase
• Time Tracking: Monitor actual vs. estimated completion times
• Delay Alerts: Receive notifications for jobs falling behind schedule
• Priority Management: Flag urgent repairs for expedited handling

The job board provides a real-time overview of all active repairs, with color-coding for status and priority level. You can filter the view by technician, repair type, or status.

Connect with your team using integrated messaging systems:

• Internal Chat: Instant messaging between staff members
• Job Comments: Add notes visible to all staff assigned to a repair
• Customer Messaging: Send updates directly to customers
• Photo Sharing: Share repair photos internally or with customers
• Task Assignments: Delegate specific tasks with notifications
• Broadcast Announcements: Send shop-wide notifications

All communications are logged in the system and attached to the relevant job for complete transparency and accountability. Staff can set availability status to manage communication expectations.

Use pre-designed templates to speed up customer communications:

• Service Confirmation: Verify scheduled appointments
• Repair Updates: Notify customers of progress milestones
• Estimate Approval: Request approval for additional work
• Completion Notification: Inform customers when repairs are finished
• Follow-Up: Check satisfaction after service completion
• Maintenance Reminders: Alert customers to upcoming service needs

Templates contain dynamic fields that automatically populate with customer, vehicle, and repair information. You can create custom templates or modify existing ones to match your communication style.

Understand our competitive fee structure:

CarPal operates on a transaction-based model rather than a fixed subscription fee. This ensures that you only pay for what you use, with costs scaling proportionally to your business volume.

The service charge is calculated based on the total invoice amount for each repair job, following our tiered structure. This model allows small shops to access enterprise-level software at affordable rates while providing predictable costs for larger operations.

All features are included with no restrictions regardless of transaction volume, ensuring that even small repair shops have access to the full suite of tools needed to operate efficiently.

Enjoy flexible payment options for CarPal service charges:

M-Pesa Payment Process

1. Receive the weekly invoice via email every Sunday
2. Review the detailed breakdown of charges by transaction
3. Open the M-Pesa payment link included in the invoice
4. Enter your M-Pesa PIN to authorize payment
5. Receive confirmation of payment in the system

Weekly Invoice Generation

Service charges are accumulated throughout the week and compiled into a single invoice each Sunday. This simplifies accounting and reduces the frequency of payments needed.

All invoices include itemized details of each transaction, the applicable service charge tier, and the calculated fee. Payment is due within 7 days of invoice generation.

Stay informed about our policies to avoid additional fees:

• Grace Period: 7 days from invoice issuance
• First Reminder: Sent on day 8 (no penalty)
• Second Reminder: Sent on day 14 with 5% late fee
• Limited Functionality: After 21 days, certain features become restricted
• Account Suspension: After 30 days, account access is temporarily suspended
• Reactivation Fee: KES 1,000 to restore suspended accounts

You can set up automatic payments through M-Pesa to avoid late payments. Contact our billing department to arrange payment plans if you anticipate difficulty meeting payment deadlines.

Access dedicated help for any billing-related queries:

• Billing Support Hours: Monday-Friday, 8 AM - 5 PM EAT
• Email: billing@citruslabs.co.ke
• Phone: +254 112 400 001
• In-App Support: Access billing help through the support widget
• Invoice Disputes: Submit concerns within 5 days of invoice receipt
• Payment Verification: Request confirmation of received payments

The billing department can provide detailed transaction reports, payment histories, and service usage analytics upon request. They can also assist with tax documentation and financial reporting needs.

Our dedicated support team is available through multiple channels:

• Live Chat: Available within the platform 24/7
• Phone Support: +254 112 400 000 (8 AM - 8 PM EAT, Monday-Saturday)
• Email: support@citruslabs.co.ke
• Support Ticket: Submit detailed issues through the help portal
• Screen Sharing: Available for complex troubleshooting sessions
• On-Site Support: Available in Nairobi and surrounding areas (additional fees may apply)

Premium support plans with dedicated account managers and priority response times are available for high-volume repair shops.

Access our comprehensive library of video tutorials:

• Getting Started Series: Basic orientation and setup guides
• Feature Deep Dives: Detailed exploration of specific functions
• Workflow Tutorials: End-to-end process demonstrations
• Advanced Tips & Tricks: Efficiency shortcuts and power features
• Update Walkthroughs: Guides to new features and changes

Videos are available through the Help Center and our YouTube channel. You can also access contextual video tutorials directly within the platform by clicking the "Help" icon in any section.

Stay informed about platform improvements and changes:

• Update Schedule: Regular updates released monthly
• Release Notes: Detailed documentation of changes and new features
• Beta Program: Early access to upcoming features for feedback
• Feature Requests: Submit and vote on new feature ideas
• Maintenance Windows: Updates typically occur on Sundays, 2-4 AM EAT

Major updates are announced at least 14 days in advance through in-app notifications, email, and the CarPal community forum. You can also subscribe to our update calendar to integrate maintenance schedules with your own calendar system.