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Repairs

Take in a device, track the repair through each status and hand it back to the customer.

Updated 5 min read

For agents
On this page

A repair is one device that a customer brings in, with one or more repairs on it. To start one, open Repairs and click New repair.

  1. Select the device. Search for it, or browse by device type and brand. Not in the list? Choose Other device for a one-off repair, or click New device to add it, so you can select it again next time.
  2. Pick one or more repairs. Repender shows the price of each one and the total.
  3. Save. Repender opens the repair so you can add the customer, the appointment and the details.

Repairs that customers book on your website show up here too, with the status Pending approval. See online booking.

Follow a repair

Every repair has a status. The Repairs page shows open repairs by default, as a board or as a table.

  • Board: one column per stage. Drag a card to the next column to change its status.
  • Table: a searchable list. Filter on a status, or show all repairs.

The statuses, in order:

Status Meaning
Pending approval New, not yet accepted.
Order parts Parts need to be ordered.
Waiting for parts Parts are on their way.
Waiting for device The customer still has to bring or send the device.
Diagnostics You are finding out what is wrong.
Ready for repair Everything is in place to start.
In repair Someone is working on it.
External repair The device is with another repairer.
Inform customer The customer needs to hear from you.
Ready for pickup Done, waiting for the customer.
Completed Handed back and paid.
Cancelled Not going ahead.

Every status except Completed and Cancelled counts as open. To have Repender email the customer when a status changes, set up an automation.

What you can record

Open a repair to fill in the details. Changes save as you go.

  • Customer: click Connect customer to pick an existing customer, or add a new one. The repair then shows on the customer's page, and emails and messages go to their details.

  • Appointment: click Schedule to plan the repair in your calendar, and optionally email the customer a confirmation.

  • Service method: how the device reaches you: Bring it in, Send it in, Schedule Device Pickup or On-site Repair. Click it to change it. Bookings from your website already have the method the customer picked.

  • Device: colour, IMEI or serial number, and access codes such as the unlock code, SIM PIN and password. Draw the unlock pattern on the grid of dots with your mouse or finger, just like on the phone. Access codes are deleted automatically 60 days after the repair is completed.

  • General: storage location, handed-in accessories, the customer's preferred contact method and remarks.

  • Repairs: add or remove repairs, give a discount, and see the final price and your margin.

  • Parts: the parts each repair uses. Use a part from stock, or put it back in stock. Parts that are not in stock go on your order list automatically, so you know what to buy.

    Turn on Automatic part selection in Settings, then Shop preferences, to have Repender pick the part for you when you add a repair with a dynamic price. It picks a part with the quality and supplier of the repair category, and prefers parts in your stock, then parts your supplier has, then the right colour.

  • Photos: add pictures of the device, for example its condition at intake. Upload them, drag them in, or click Take a photo to use the camera of your computer or phone.

  • Customer notes: what the customer wrote when they booked online.

Shipping labels for mail-in repairs

With Sendcloud connected, you can create a shipping label from the repair and send it to the customer. See Sendcloud.

Email or WhatsApp the customer

At the bottom of a repair, use the Email and Whatsapp menus to send the customer a message from a template.

  • Email: pick a template. Repender fills in the customer's email address, or the address they prefer to be contacted on. Change it if you need to, then send.
  • Whatsapp: pick a template. Repender opens WhatsApp with the message ready for the customer's phone number. You send it from WhatsApp yourself.

Both menus have a link to manage your templates. See customer communication to write your own.

Documents

From a repair you can open, print or email these documents:

  • Proof of delivery and Quotation: print or email to the customer.
  • Work order: print for the workshop.
  • Invoice: on plans without the POS, invoice the repair directly from here.
  • Receipt and Device label: print on a receipt or label printer.

Set the footer and other options in Settings, then Documents.

Activity log

Every repair has an activity log that shows what happened and who did it:

  • When the repair was created, and whether the customer booked it online.
  • Every status change.
  • Every email and WhatsApp message, with the template and where it went. Messages sent by an automation are marked as such.
  • Emails an automation will send later. Click the delete icon to cancel one.
  • Shipping labels for mail-in repairs, and when the device's access codes were deleted.

Add a comment to leave a note for your colleagues. Opened WhatsApp but did not send the message? Delete the entry from the log within two minutes. See WhatsApp.

Complete a repair

When the repair is done and the customer picks up the device, complete it. How depends on your plan:

  • Basic and Plus: open the status menu and choose Completed. To invoice the repair, open the Invoice from its documents.
  • Pro: check the repair out at the POS. Open the status menu and choose Checkout. Completing the sale sets the repair to Completed.

Completing a repair takes its parts out of your stock and marks its appointment as completed. While a part the repair needs is not in stock, the repair cannot be completed.

To show the warranty on the invoice, turn on Repair warranty on invoice in Settings, then Shop preferences. Every repair you add then gets its category's warranty in its invoice remarks, for example "1 year warranty". You can still change the remarks on the repair.

Down payments

With the POS, click Down payment on the repair to take a payment before the work starts. It goes through the POS like any sale. When you check the repair out later, the down payment is taken off the amount the customer still has to pay.

Next steps