Collect & return: fetching bikes for service
Collect a bike from the customer, fix it at the shop and bring it back. Set it up on a job, let customers book it themselves, and leave the return day open until you know it.
Last updated 1 October 2026
Collect & return is for servicing at the shop when the customer cannot get the bike to you: you fetch it, fix it and drive it back. Both switches live under Services → Service areas.
On a job
With Collect & return on a job switched on, a service job's card offers Set up collect & return. Enter when you are collecting and, if you know it, the Return day. Leave the return day blank if it is not decided yet.
Already at the customer's place and taking the bike? Choose Taking the bike with me. It needs the customer's address on the job. The bike is marked as collected there and then, with the return day still to be decided.
A return day that is not decided yet
- Until a return day is set, the return is not on any route
- The Workboard card shows Return TBC, then the day once you set it
- Set or change the day on the job card at any time until the bike is back. Not decided yet clears it again
- The customer's tracking page says the shop will confirm the day it comes back, then shows the day once you set it
Telling the customer the return day
Saving a return day sends the customer the Return day set message by email and text, with the day and your window. It is not sent when you clear the day, when you save the same day again, or on a cancelled job. Edit the wording, or switch either channel off, under Messaging → Templates.
The job card then says whether the customer was told, or why not: for example no email or mobile number on file, or the message switched off.
Letting customers book it
The last card on Service areas, Customers book collect & return, adds We collect & return to your booking page. The customer picks a collection window on a day you serve their area, and you tell them the day it comes back.
- It needs mobile servicing switched on, at least one service area, and at least one collection window. The card's status line says which is missing
- Add windows under Collection windows, with an optional Bikes per window limit. Leave the limit empty to take any number
- Your area's pickup fee applies once, not once for each trip
- Addresses outside your areas, and days you do not serve that area, are refused, the same as for a pickup
- Customers only see collect & return hides the option where a mechanic fixes the bike at the customer's door. Drop-off and send-in stay as they are
For service areas, travel fees and the on-site option, see servicing at the customer's place.