Check in a repair

Checking in creates a service order: the record of one device, its problem and the work on it. Do it at the counter with the customer. There are four short steps, and the summary on the right keeps a running estimate.

Anyone at the store who works on service orders can check in a device.

Start a check-in

Go to Service orders and select Service order, or select Check in a repair on an empty board. Starting from a customer, an appointment or a quote fills in what OnSite already knows.

1. Customer

1. Type two letters of a name, or a few digits of a phone number, in the search box.
2. Select the customer. If they show Flagged, check their file first.
3. If nobody matches, select Add a new customer and fill in their details.
4. Select Next: device.

2. Device

1. Tap a device On file to fill it in, or select New device and enter the kind of device, manufacturer and model. You can scan the IMEI or serial number with the camera.
2. Tap through the Drop-off checks with the customer: once if it works, twice if it doesn't, a third time to clear it.
3. Tick any Condition, such as Signs of liquid, and what was Left with the device.
4. Select Next: problem.

If the device's last repair is still covered, a banner says so. See Warranty returns.

3. Problem and services

1. Type what's wrong, in the customer's words. It's required.
2. Tick the services from your price book. The most used ones are marked Common, and prices are for the model you entered. A service marked Quote has no price for this model yet.
3. If a service has quality tiers, pick the tier the customer wants.
4. Select Next: job.

4. Job

1. Choose the Type (Drop-off, In-store, On-site or Remote) and the Priority.
2. Choose a Technician, or leave it as Not assigned yet. If your store assigns new repairs automatically, the summary shows who it will go to.
3. Set Promised by if you told the customer when it would be ready.

Before they leave

The summary's Before they leave box handles money and the confirmation.

1. Check the Deposit. OnSite may suggest one as a percentage of the estimate. Change it, or clear it for none.
2. Choose Paid by and add a Reference if there is one. If your store has a card reader, you can instead turn on On the card reader, and the reader takes the deposit as soon as the order is created.
3. Leave the switch on to text or email the customer a confirmation.
4. Select the big button at the bottom, such as Create service order or Create and take $40.00.

The new order opens with a checklist: take a deposit, print the ticket, label the device, get the customer's signature, send a confirmation and lend a loaner phone. Each item ticks itself off as you do it. See Tickets, labels and signatures.

Drafts

A check-in is saved as a draft as you go, and Saved as a draft shows at the top. If you get pulled away, anyone at the store can open Service orders, start a new one and select Resume under Pick up where you left off. Unfinished check-ins are kept for a week. Select Discard to throw one away.