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The device page customers open from their label

What customers see when they scan the QR code on their device's label, and how they start a repair or warranty claim from it.

Every device you label gets a QR code. Scanning it opens that device's own page on any phone, with no app and no sign-in. Customers use it to check on a repair, see their warranty, and start a new repair or a warranty claim before they come in.

What anyone with the device can see

The page is safe to open by whoever has the device. Until the customer proves it's theirs, it shows no names, prices or contact details. It shows:

  • Your store's name and logo, whether you're open now, and a Call button.
  • The device, such as its model and colour.
  • Where its current repair is: Checked in, In repair, Ready for pickup or Picked up, and since when. When it's on hold, the page says why in plain words, such as waiting for parts.
  • When a repair is ready, a map and Get directions to your store.
  • How long the last repair is under warranty, with the days left.
  • Its Repair history: when each repair finished and what was done.

The bottom of the page asks anyone who found the device to call your store, so lost devices can find their way home.

Start a new repair or a warranty claim

When the device has no repair open, the page offers Start a new repair. When its last repair is still under warranty, it also offers Start a warranty claim.

  1. The customer taps one of the buttons.
  2. They tap Text me a code. OnSite texts a 6-digit code to the phone number on file for the device.
  3. They enter the code and tap Check code. The code works for 10 minutes, and they can ask for a new one.
  4. They say what's wrong, in their own words or by tapping a common problem.
  5. They tap Send to the store.

The page confirms it with the new order number and asks them to bring the device in.

What your store sees

A new service order appears straight away, with the customer's description and a note that the device isn't in the store yet. Owners, managers and front desk hear about it under the bell. A warranty claim is linked to the original repair, gets top priority and goes to the technician who did that repair, who's told too.

If the device already has a repair open, the customer is asked to call instead.

Tip: When someone on staff who is signed in to your store scans the label of a device in for repair, the page offers a link to open that repair in OnSite.
Note: Starting a repair or claim from the page needs texting to be set up for your store, since the code goes by text.