Receptionist Guide — Repairs

This guide is for the person at the front desk. Repairs live in Warranty Claim.

If the customer has not brought a product — they are only asking a question or complaining — that is not a repair. Use Helpdesk instead. See Which System Do I Use?.

You have two jobs in a repair: opening it when the product arrives, and closing it when the customer collects.

Part 1 — Opening a repair

Before you start

Collect two things from the customer while they are still standing in front of you:

• the product itself, and
• the serial numbers printed on the labels.

You do not calculate or look up anything. The customer reads the numbers off the label, and you type them in exactly as they appear.

Steps

1. In the search bar at the top of the screen, type Warranty Claim and open it.
2. Click + Add Warranty Claim.
3. Fill in the customer's details:
   • Customer Name — as they give it to you.
   • Phone — read it back to them to confirm. This is how we reach them when the repair is ready.
   • Address — where the customer stays.
4. Fill in the product details:
   • Product Model — what the product is.
   • Product Serial No — from the product label. Required.
   • Inverter Serial No — from the inverter label. Required.
   • Fault Description — what is wrong, in the customer's own words. For example: "Unit beeps and switches off after 10 minutes."
5. Click Save.

[screenshot: a new Warranty Claim form with Customer Name, Phone, Address, Product Model, Product Serial No, Inverter Serial No and Fault Description filled in]

The repair now has its own number and sits at Received, waiting for a technician.

The two serial numbers

Both are required. They are two different labels on two different things:

Every product carries a manufacturer serial number on its label. Ask the customer to read it out, then type it in. Check each character as you go — the letter O and the number 0 are easy to confuse, and a wrong serial number means the technician cannot find the record later.

If a label is damaged or missing, do not invent a number and do not leave the field empty. Call your Branch Manager before you save.

Before the customer leaves

• Read the repair number back to them and ask them to quote it when they call.
• Confirm the phone number one last time.
• Tell them we will call when the product is ready.

Part 2 — Closing a repair at collection

Do this only when the repair shows Ready for Pickup and the customer is standing in front of you.

1. Find the repair — search by Product Serial No, by phone number, or by the repair number the customer quotes.
2. Open it and check the status reads Ready for Pickup.
3. Confirm you are handing over to the right person, then give them the product.
4. Set the status to Collected. This is the handover — it records that the customer has taken the product.
5. Click Save.

[screenshot: a Warranty Claim at Ready for Pickup with the status list open, showing Collected]

That repair is finished. Well done.

Common questions

Somebody else is collecting on the customer's behalf. Call the customer to confirm before you release the product, then continue as normal.

I typed a serial number wrongly. Open the repair, correct the field, and click Save. Fix it now rather than leave the technician searching for a number that does not exist.

The customer is complaining while collecting. Hand over the product and mark it Collected as usual — then log the complaint separately in Helpdesk. Repairs and complaints each stay in their own place.