# Customer Check-In **Category:** Queue & Customers **Audience:** All Store Employees **Last Updated:** 2026-02-11 --- The Customer Check-In is a mobile-friendly web page that lets customers sign in before bringing their items to the buy counter. Customers receive a unique check-in link (typically via SMS), complete the form on their phone, and their entry automatically appears in your store's buy queue. This reduces wait times at the counter and gives your team advance notice of incoming buys. --- ## How It Works The check-in process follows a multi-step flow depending on whether the customer has visited your store before: ### For Returning Customers 1. Customer opens the check-in link on their phone 2. Enters their **driver's license number** and selects their **state** 3. Completes a **reCAPTCHA** verification 4. Clicks `Sign In` 5. System recognizes them and displays a welcome message ("Welcome Back, [Name]") 6. Customer selects **how many containers** they are bringing (1-10) 7. If your store has SMS notifications enabled, customer chooses whether to receive a text when their items are finished 8. Customer reads and agrees to the **seller disclosure terms** 9. A "Thank You" confirmation screen appears 10. The buy is automatically added to your store's queue ### For New Customers 1. Customer opens the check-in link and enters their driver's license number 2. System does not recognize them and shows a **personal information form** 3. Customer fills in: - First name and last name - Home address, city, state, and zip code - Mobile phone number (required) - Email address (optional) 4. After submitting, they continue with the container selection and disclosure steps (same as returning customers) 5. Their information is saved for future visits --- ## What the Customer Sees ### Step 1: Driver's License Entry The first screen shows your store's brand name (e.g., "Plato's Closet Mobile Check-in") with two fields: | Field | Description | |-------|-------------| | `Driver's License #` | The customer's driver's license number | | `State` | Dropdown pre-selected to your store's state, with search | A Google reCAPTCHA widget is displayed below the fields to prevent automated submissions. The customer clicks `Sign In` to proceed. If the license number is invalid, a popover message appears asking the customer to check the number and try again. The reCAPTCHA resets automatically. ### Step 2: Container Count (Returning Customers) After the system identifies the customer, they see: - A personalized welcome greeting - A question: "How many containers (bags, baskets, boxes or bins) of items are you bringing in today?" - Visual icons showing examples of containers (laundry basket, shopping basket, trash bag, boxes) - A dropdown to select 1-10 containers - If your store has SMS post-buy notifications enabled: a Yes/No radio option for receiving a text when their items are finished ### Step 3: Seller Disclosure Before the buy is submitted, the customer must read and agree to the seller disclosure. This includes: - A representation that the seller lawfully owns the items - A statement that known defects have been disclosed - A warranty of authenticity for designer items - Terms for SMS text alerts - A notice that unpurchased items not picked up that day will be donated to charity (with store credit given for purchased items) The customer clicks `Agree` to accept the terms and submit their buy. ### Step 4: Confirmation A "THANK YOU!" screen appears with: - Confirmation that information was submitted successfully - Instructions to bring items to the buy counter - A reminder to present their driver's license for verification --- ## How It Connects to the Buy Queue When a customer completes the check-in process, the following happens automatically: 1. A new entry is created in your store's **buyQueue** (the buy queue table) 2. The entry is marked as `remote = 2`, indicating it came from a mobile check-in 3. A daily number is assigned based on the sequence of buys for the day 4. The entry includes the customer ID, container count, and SMS preference 5. A real-time notification is sent to the Workbook via Ably, so the new buy appears instantly in the queue 6. A DRS (POS) notification is triggered for receipt printing 7. The check-in link is marked as "used" so it cannot be reused In the Workbook queue, remote check-ins appear with a distinct indicator so your team knows the customer signed in from their phone. --- ## SMS Text Notification Option If your store has the **Post-Buy SMS** feature enabled, customers will see an option during check-in asking: > "Would you like to receive a text when we finish your items?" If the customer selects **Yes**, they will receive an SMS notification when their buy is completed. If the feature is not enabled for your store, this option is hidden and defaults to "No." --- ## Store-Specific Branding The check-in page automatically displays your store's brand: | Brand | Page Title | |-------|-----------| | Clothes Mentor | Clothes Mentor Mobile Check-In | | Plato's Closet | Plato's Closet Mobile Check-In | | Once Upon a Child | Once Upon a Child Mobile Check-In | | Style Encore | Style Encore Mobile Check-In | | Play It Again Sports | Play It Again Sports Mobile Check-In | | Other | Mobile Check-In | Each brand also has a custom Open Graph image for link previews when the check-in URL is shared on social media or in messaging apps. The state dropdown is pre-selected to your store's state, so most customers will not need to change it. --- ## Security Features The check-in system includes several security measures: - **HTTPS required** -- The check-in page only loads over secure connections - **reCAPTCHA verification** -- Prevents automated/bot submissions on the initial sign-in - **CSRF token validation** -- Protects against cross-site request forgery - **UUID-based links** -- Each check-in link uses a unique identifier that can only be used once - **Driver's license validation** -- The system validates the format of the license number before looking up the customer --- ## Tips for Store Managers 1. **Share the check-in link proactively** -- Send it via SMS to customers who contact the store about selling items. This lets them complete paperwork before arriving. 2. **Monitor the queue for remote entries** -- Remote check-ins appear in the queue immediately. Look for the remote indicator so you know items are on the way. 3. **Enable Post-Buy SMS** -- If your store has not enabled SMS notifications, consider turning it on. It reduces "are my items done yet?" inquiries from customers. 4. **New customer info is saved** -- After a new customer completes the information form, they are stored in your customer database. Future visits will be faster because they only need to enter their license number. 5. **One-time use links** -- Each check-in link can only be used once. If a customer needs to check in again, they will need a new link. --- ## Troubleshooting ### Customer says the check-in link does not work - The link may have already been used (links are one-time use) - Ensure the customer is accessing the link over HTTPS - Send a new check-in link if needed ### Customer's driver's license is not being accepted - The license number format must match the expected pattern for the selected state - Make sure the customer selected the correct state - The reCAPTCHA must be completed before submitting ### The buy does not appear in the queue after check-in - Check that your store's real-time connection (Ably) is active (look for the green connection dot in the Workbook) - Refresh the queue page manually - Check the remote check-in logs for errors ### Customer did not receive an SMS notification - Verify that Post-Buy SMS is enabled for your store - Confirm the customer selected "Yes" for text notifications during check-in - Check that the customer's phone number in the system is correct --- ## Related Articles - [Workbook Overview](/support/articles/01-workbook-overview) - [Store Settings & Configuration](/support/articles/02-store-settings-configuration) - [Team Members Management](/support/articles/03-team-members-management)