Roles and what each can do

Everyone at a store has one of four roles: Owner, Manager, Front desk or Technician. The role decides what they can see and change at that store. Someone who works at two stores can have a different role at each.

Owners and managers set roles in Settings › Staff. See Add your staff.

Everyone

Every role can work on service orders and customers: check in repairs, add notes, update statuses, and add or edit customers and their devices. Everyone can see invoices, request parts, use Messages, Appointments, Loaner phones and Inventory, and keep their own timesheet.

Technician

Technicians fix things. On top of what everyone can do, they work on part requests and can receive a delivery of parts.

Technicians can't take payments, give discounts, make invoices or counter sales, or change settings.

Front desk

Front desk staff run the counter. On top of what everyone can do, they can:

• Make invoices and counter sales in Sales.
• Take payments and deposits, and give discounts up to the store's limit.
• Refund payments, unless the owner has switched that off.
• Buy devices from customers.
• Add and change vendors.
• See the End of day report.

Front desk staff can't change settings, see costs and margins, add or change parts, place purchase orders, issue gift cards or store credit, edit other people's notes, or see the full reports.

Manager

Managers run the store day to day. They can do everything front desk can, and also:

• Change settings and manage staff, except changing an owner or making someone an owner.
• Give any discount, and approve someone else's discount past the limit with their approval PIN.
• Cancel invoices, unless the owner has switched that off.
• Add and change parts and used devices, count stock, and see costs and margins.
• Place and cancel purchase orders.
• Issue or void gift cards and store credit, and set a customer's standing discount.
• See a seller's ID when buying devices, and export the buy log.
• Edit or remove notes written by someone else.
• See all reports.
• Approve timesheets, see pay rates and send payroll.
• Send invoices to QuickBooks.
• See the business's Billing.

Owner

Owners can do everything. Only an owner can:

• Make someone an owner, or change another owner.
• Add and close stores in Settings › Stores.
• Import from other software.
• Switch plans or enter a discount code in Settings › Billing.
• See Settings › Sign-ins and staff changes.
• Set the discount limit, and choose who can refund payments and cancel invoices.

A store always keeps at least one owner.

When a store is read-only

If a store's OnSite subscription goes unpaid past the grace period, the store becomes read-only for everyone. Records can still be looked up and printed, but changes are paused until it's paid. See Billing and plans.