Device repair

What it is for#

This guide is for the shop that repairs phones, tablets, computers and other devices. It works like the Auto repair shop: each device that comes in opens a work order with stages, an estimate, an approval, parts and, at the end, its invoice. What changes is what you receive: instead of a plate and a mileage, the device is identified by its IMEI or serial number, and when you check it in you note what came with it, its condition and whether the customer left the passcode.

The business type it covers#

Cell phone and electronics repair. It is the only type with work orders for devices. It comes with:

• Work orders in the menu, with Check in device.
• The categories Repairs, Parts and Accessories, and its catalog is called Services: a new item starts as a service (the labor); you mark the parts as products.
• Prices typed without tax: the tax is added at checkout.

If you also sell phones and accessories over the counter, you do it from the same point of sale. A Cell phone and electronics store without a repair shop is in Shops and retail.

Before you start#

• Your company created with the Cell phone and electronics repair type. If your menu does not show Work orders, your company has another type: write to support.
• Your repair services and your parts in the Catalog (Load your data).
• Your technicians as members of the company: they appear in Technician (Invite your team).
• An open cash register to deliver and charge (Your first day).

Your typical day#

1. A customer arrives with their phone: you check in the device with its IMEI, what came with it, its condition and whether they left the passcode, and give them the intake sheet with its pickup receipt.
2. The technician diagnoses; you build the estimate and the customer approves it, even by phone.
3. You buy the missing part, it is repaired and the order is Ready. You let the customer know.
4. The customer comes back: you scan their receipt at the point of sale (or find them by IMEI, name or phone), deliver and invoice, and charge.

1. Check in the device#

1. Find the device or register it

   In Work orders, click Check in device and search by IMEI or serial, brand, model or owner. If it is the first time, click Register a device and choose or create the customer: the walk-in customer cannot keep devices.

2. The device's details

   In New device fill in the Type (Phone, Tablet, Laptop, Desktop, Console, TV, Appliance or Other device), the Brand, the Model, the Color and the IMEI or serial number. On a phone, dial *#06# to see the IMEI. It finds the device later in orders and customers.

   

3. The issue, what came with it and its condition

   • Reported issue: what the customer says: "cracked screen, touch not working".
   • What came with it: charger, case, SIM card, memory card.
   • Condition on arrival: cracked screen, scratches, will not turn on. It is your proof of the state you received it in.
   • The customer left the device passcode: tick it if they gave it to you.
   • Promised for and Technician (or Unassigned).

   Click Open order.

   

The order opens on its page. The Shop panel shows the device with Came with, Condition and Left the passcode (not stored). At the top are the prints: Intake, Pickup receipt, Estimate and Repair order.

2. The intake sheet and the pickup receipt#

Intake prints the sheet the customer signs when leaving the device: their details, the device with its IMEI, what came with it, its condition, whether they left the passcode, the issue and the signatures. At its foot, past the cut line, comes the pickup receipt with the order number as a barcode. Cut it off and give it to the customer: they bring it to pick up their device. Pickup receipt prints it alone, on 80 mm.

3. Diagnosis, estimate and approval#

From here the order follows the same steps as in the auto repair shop:

• Move to diagnosis and write in Diagnosis what the technician found.
• Labor and parts opens the order in the point of sale to build the estimate with your services and parts; Buy part records the part you bring from the supplier for this job.
• Request approval and Approve estimate: Sign here, By phone, By email or In person, no signature. If the total goes over the approved amount, the order waits for approval again.

Each step, with its screenshots, is in the auto repair shop guide: Estimate and Approval. When the device is repaired, click Mark ready.

4. The customer comes back: deliver and invoice#

1. Find the order

   With the receipt, scan it at the Point of sale with an empty ticket: the order loads to deliver and invoice. Without the receipt, type the IMEI, the customer's name, their phone or the order number in the board's search box, and on the order page click Deliver and invoice.

   

2. Charge and record who picks it up

   Click Charge (F9). In the Pickup box confirm Picked up by and whether they Showed the pickup receipt; if they did not bring it, write in Note how you identified them. Click Confirm: the invoice is issued and the order becomes Delivered.

   

The full delivery, with the printed repair order, is in Deliver, charge and record who takes it.

The customer's devices#

On the customer's record, the Devices tab shows each device with its type and its work orders: everything that has been repaired. From there you can also add one with New device.

By country#

Common mistakes#

• "The walk-in customer can't keep devices." Choose or create the customer before registering the device.
• "I cannot find the device by its IMEI." Check that the IMEI on its record is the device's (dial *#06#). You also find it by brand, model or owner.
• "I scan the receipt at the point of sale and nothing happens." The ticket must be empty. Clear it or use the board's search box.
• "The order went back to Awaiting approval." The estimate went over the approved amount: approve it again.
• "I do not see where to upload photos." Device orders have no photos: describe the state in Condition on arrival.

Next step#

Every detail of the work order is in the Auto repair shop guide; the payment, in Point of sale.