User Manual

Customer Portal Guide

The Customer Portal is a self-service web application where customers can get quotes, book appointments, track their technician in real time, pay invoices, access warranty documentation, and submit support tickets — without ever needing to call.

No App Download Required: The customer portal is a Progressive Web App (PWA) — customers can add it to their phone's home screen directly from the browser. No app store download required. It works offline for viewing booking status and invoices.

Full Customer Journey

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Step 1 — Getting a Quote

  1. Visit autoglass.io and click "Get a Free Quote"
  2. Enter your 17-character VIN (found on dashboard, driver's door jamb, or registration) — or search by year/make/model
  3. Select your service type: Windshield Replacement, Chip Repair, Side Window, Rear Window
  4. Enter your ZIP code for location-based pricing and availability
  5. Optionally enter your insurance policy number — system will verify coverage and show your estimated deductible
  6. Review your instant itemized quote — it shows parts, labor, ADAS calibration (if required), mobile fee, and insurance savings
  7. Quote is valid for 7 days and is emailed to you automatically

Step 2 — Booking Your Appointment

  1. From the quote page, click "Book This Appointment"
  2. Select Mobile Service (tech comes to your home/office) or In-Shop Service (drop off at our location)
  3. For mobile: enter the service address (home, work, parking lot — any accessible location)
  4. Choose a 2-hour appointment window from the availability calendar (next 14 days shown)
  5. Enter payment: credit/debit card for deductible (if insured) or full payment (if self-pay)
  6. Review booking summary and click "Confirm Booking"
  7. You'll receive: SMS confirmation, email confirmation with calendar invite, and a tracking link

Step 3 — Day of Service

TimeWhat HappensAction Required
Evening beforeReminder SMS sent with appointment details and a link to confirm or rescheduleReply CONFIRM or click reschedule link if needed
Morning of appointmentTechnician's name, photo, and AGSC certification number sent via SMSNone — just be ready at the service location
1 hour before arrivalReal-time tracking link activated; technician's live location visible on mapOpen tracking link to watch ETA
15 minutes before arrivalAutomated SMS: "Your technician is 15 minutes away"Be at the service location, vehicle accessible
On arrivalTechnician introduces themselves; shows certification IDSign pre-inspection form on technician's device
After serviceTechnician shows you the new glass, explains SDAT, and presents completion formSign completion form; rate experience (1–5 stars)

Step 4 — After Service

  1. Invoice emailed within 5 minutes of job completion — includes itemized breakdown, ADAS certificate link (if applicable), and warranty terms
  2. If there is a remaining balance (rare for self-pay adjustments), pay securely via the link in the invoice email
  3. Rate your experience via the 1-click SMS rating link sent 30 minutes after job completion
  4. Your ADAS Calibration Certificate is permanently stored in your portal account under Vehicles → Service History

Managing Your Account

ActionWhere to Find It
View booking historyPortal → My Bookings → History tab
Download past invoicesPortal → My Bookings → select job → "Download Invoice PDF"
View warranty documentsPortal → My Vehicles → select vehicle → "Warranty" tab
Submit a warranty claimPortal → My Vehicles → select vehicle → "Submit Warranty Ticket"
Rebook for same vehiclePortal → My Vehicles → select vehicle → "Book Service"
Update contact infoPortal → Account Settings
Delete your accountPortal → Account Settings → Privacy → "Request Account Deletion"
Warranty Claims: For any post-service issue (leak, rattle, chip within 30 days), submit a warranty ticket through the portal. Our team responds within 4 business hours. Emergency leaks are prioritized — call our warranty hotline at 1-800-XXX-XXXX.