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How you name service items in your POS decides whether they trigger reminders. The system reads the service name on each work order line and matches it against a list of phrases. If your name contains a recognized phrase, the customer enters the eligibility window for that service. If it doesn’t, the work is invisible to the program — no reminder will fire. This page lists every phrase the system recognizes today, plus the common naming mistakes that cause services to be missed.
Capitalization and surrounding words don’t matter for almost every phrase. The system finds the phrases below as whole words inside the service name, ignoring case and any extra text around them. “Synthetic Oil Change — LT” works the same as “synthetic oil change LT” or “OIL CHANGE (5W-30)”. The one exception is the bare Tires row in the tire-replacement table — that one matches only when the whole service name is just “Tires” (see the row’s description).

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Services covered

If your POS line items contain any of the phrases listed below, the work is counted toward the customer’s cadence and they enter the eligibility window for the corresponding reminder.

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Oil change

Customer is reminded about 5 months after their last oil change.

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Tire rotation

Customer is reminded about 5 months after their last rotation.
Installing tires also counts as a rotation event. When you install new tires, the tires are leaving the shop in their fresh starting positions — the rotation cadence starts from the install date. So a customer whose only tire-related service with you is a fresh install will enter the rotation eligibility window about 5 months later, even if you’ve never logged a rotation line for them. Any line that uses one of the tire-replacement phrases below qualifies. (tire repair, tire balance, and tire disposal do not count — those aren’t installation events.)

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Tire replacement

Customer is reminded about 5.5–6 years after their last tire replacement (or sooner for high-mileage drivers).

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What does NOT work

These names will be classified as “unclassified” and will not trigger any reminder. Customers whose only service history with you is named this way won’t enter any cadence. If you can’t easily change a line name in your POS (because it’s pulled from inventory, for example), add a separate labor line with a recognized name. The labor line alone is enough to classify the work.

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What does NOT count as tire replacement

Only actions performed on the customer’s tires count toward the tire replacement cadence — installing new tires, mounting and balancing, replacing. Inspections, condition reports, and related non-action work do not, even when the line name mentions tires:
  • Tire inspection / condition check — e.g., “Tire Inspection”, “Inspect Tires”, “Tires Checked”, “All Tires Look Good”. Looking at tires isn’t replacing them.
  • Tire disposal / recycling / removal — e.g., “Tire Disposal Fee”, “Tire Recycling”
  • Tire repair — e.g., “Tire Repair”, “Flat Repair”, “Patch”, “Plug”
  • Tire balance (without replacement) — e.g., “Tire Balance”, “Wheel Assembly Balance”
  • Tire rotation — rotation has its own separate cadence, see above
This separation is intentional. A customer who only had their tires inspected or a flat repaired in November shouldn’t get a “your new tires are due in 6 years” reminder dated from November — they haven’t bought new tires.

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How matching actually works

Two rules cover every case:
  1. Case-insensitive. “OIL CHANGE”, “Oil Change”, and “oil change” all match.
  2. Substring on whole words. The classifier looks for each recognized phrase anywhere in the service name, but each word in the phrase has to appear as a whole word — not as part of another word. So rotate in the service name “Customer Rotate Request” matches, but rotate would not match a name like “Trotater Service” because “rotate” isn’t a whole word inside “Trotater”. For the same reason, surrounding punctuation and dashes don’t break a match (“Tires—Replacement” still matches tires replacement).
The classifier checks the most specific phrases first, then falls back to broader ones. For example, “Synthetic Oil Change” matches the more specific synthetic oil phrase before falling back to the broader oil change — both would classify it as an oil change, but the more specific phrase wins for diagnostics. Order is deterministic — the same name always produces the same classification.

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Troubleshooting

My oil-change customer isn’t getting reminders, but I’m sure I logged the work. Open the customer’s service record in your POS. Look at the exact line names from their most recent visits. If none of them contain a phrase from the Oil change table above, the system isn’t seeing the work. Add a recognized phrase to the line name (or to a separate labor line) and the customer will enter the cadence on the next daily sync (within 24 hours). A reminder is going out to a customer who didn’t actually have that service done. Most often this means the line name accidentally contains a keyword. For example, a customer record line named “Oil leak diagnosis” contains the substring “oil” but not “oil change” or “oil service” — so that one’s fine. But a line like “Oil change estimate” or “Oil service quote” would match because the classifier doesn’t distinguish quoted/estimated work from completed work. If you’re seeing this, rename the estimate line to something the classifier ignores (“Estimate — engine oil leak”, for example). Our shop uses a custom POS configuration. Are line items still readable? The classifier reads the service-line name on each work order in your POS. As long as you’re on the TireTutor POS and the line names are populated, the classifier sees them. If you have custom POS abbreviations specific to your shop, ask your TireTutor contact to validate that they classify correctly before relying on them. How do I check what’s currently being classified for my shop? Ask your TireTutor contact for a service-classification audit. They can pull a list of your most-used POS line names with their current classification, so you can see at a glance which names are being recognized and which fall through to “unclassified.”

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Where to go next

How it works

Understand the cadence engine and why the program is designed this way.

Reference

Look up eligibility rules, service cadences, and timing facts.

Manage opt-outs

Handle customer requests to opt out or fix broken emails.