Log a repair job and track it to pickup

This article shows how to take in a repair at the counter, record exactly what the customer handed over, track the job at the bench, and close it when the piece is collected. Every job gets a job sheet number, so the customer, the bench and the counter all talk about the same envelope.

Before you start

• The repair module is switched on and your role can create job sheets. See Add locations, registers and staff.
• Your statuses are set up in Repairs → Settings → Job sheet statuses. A common set is Received → At bench → Waiting for parts → Ready for pickup → Collected, each with its own color.
• Notification templates exist for the statuses you want to tell the customer about (Settings → Notification templates → Repairs).
• A label printer for envelope tags, and a phone or webcam for intake photos. See the Hardware guide.

Step 1: Open a job sheet

1. Go to Repairs → Add job sheet.
2. In Customer, search by name or phone. Add a new customer with + if needed. A repair always needs a named customer with a mobile number.
3. If the piece was bought from you, enter its Serial in the device field. The job then links to the original sale, its certificate and its warranty.
4. Fill in the Item description, for example “18K white gold solitaire ring, 4-claw, approx. 1.0 ct round”.
5. Enter the Reported problem in the customer’s words, for example “stone loose, claw caught on sweater”.
6. Set the Service type, for example resize, re-tip, solder or appraisal.
7. Pick the Assigned technician and the Expected delivery date.

Step 2: Record condition at intake

This is the step that protects you if a customer later says the piece came in different.

1. Under Condition at intake, note what you see under the loupe: worn claws, chipped stones, thin shank, karat stamp.
2. Work through the Pre-repair checklist: stones counted, stones tight, clasp working, engraving present. Tick each item as checked or not checked.
3. Enter the Weight at intake in grams if you weigh gold pieces. The bench weighs again on return.
4. Click Add photos and take two or three clear shots: front, side, and any damage. Photos are stored on the job sheet.
5. Add an Estimated cost if you quoted one, and any Deposit taken.
6. Click Save.

Step 3: Print the job sheet and envelope tag

1. After saving, choose Print job sheet. Give the customer copy across the counter; it shows the job sheet number, the description, the condition notes and your terms.
2. Choose Print label to print the envelope tag. It carries the job sheet number as a barcode, the customer name, the due date and the technician.
3. Seal the piece in its job envelope with the tag on the outside. The envelope goes to the bench tray, never loose in a drawer.

Step 4: Move the job through its statuses

1. At the bench, the technician scans the envelope tag or opens Repairs → Job sheets and finds the number.
2. Click Change status and choose the next one, for example At bench.
3. Add a Status note if anything changed, such as an extra re-tip the customer approved by phone.
4. If parts are needed, set Waiting for parts and note the supplier and date ordered.
5. Every change is stamped with the user and the time, so you can see how long the job sat at each stage.

Filter Repairs → Job sheets by technician, status or due date to see what is late.

Step 5: Notify the customer

1. For any status that has a template, tick Send notification when you change it. The customer gets an SMS or email with the job sheet number and the new status.
2. The usual minimum is one message at Ready for pickup.
3. Customers can also check status themselves by entering their job sheet number on the status check page.

Step 6: Invoice and hand back

1. Scan the envelope tag or search the job sheet number.
2. Check the piece against the intake notes and photos together with the customer, and weigh it if you weighed it in.
3. Click Create invoice. Labour, parts and any deposit already paid carry over. Add or adjust lines if the job changed.
4. Take payment as in a normal sale; see Sell a serialised item.
5. Set the status to Collected. The job closes and appears in the customer’s history.

For an overview of everything the repair module does, see Repair tracking.

Common questions

Can a repair be covered by the warranty? Yes. If you linked the job to the original sale by serial, the job sheet shows the warranty and its end date. Set the invoice to zero, or to the parts cost only, according to your warranty terms.

What if the customer never collects? Filter Repairs → Job sheets by Ready for pickup and an older due date, and resend the notification. Keep your uncollected-goods policy on the job sheet terms, and check local law before disposing of anything.

Can the bench technician change the price? Only if their role allows it. Most shops give technicians status changes and notes, and leave pricing to the counter.