Quotes and customer approval

A quote tells a customer what a repair will cost and lets them say yes from their phone. There are two kinds:

• A quote for someone who calls or walks in asking a price, made from Quotes. When they bring the device in, you check the quote in and it becomes the repair.
• A quote for a repair that's already checked in, sent after diagnosis with Ask for approval on the order.

Anyone who works on service orders can make and send quotes.

Quote a price for someone asking

1. Go to Quotes and select New quote.
2. Find the customer, or add a new one.
3. Pick their device on file, or select Another device and enter it.
4. Add services from the price book under What it's for, or select Type a line.
5. Tick Optional on any line the customer can leave out, such as a screen protector.
6. Add a discount with Add a discount if you need one, and any Notes for the customer.
7. Select Save and send, or Save as a draft to send later.

When you send, choose Text, Email or both. The customer gets a link to the quote.

Ask for approval on a repair

1. Open the service order and go to Items & charges.
2. Make sure the lines and prices are right.
3. Select Ask for approval.
4. Tick any Lines they can leave out, add a discount if needed, and choose how to send it.
5. Select Send for approval.

The repair goes on hold as Awaiting Customer until they answer. If you change the lines after sending, a warning asks you to select Ask again so they approve the new total.

What the customer sees

The link opens a page with your shop's name, each line, the total and how long the quote is good for. Optional lines have a tick box, and the total updates as they untick lines. They select Approve, or open Decline this quote and can say why.

When they answer

• The quote's status changes, a note goes on the repair, and its technician and whoever made the quote get a notification.
• On a repair, a yes takes off any lines they left out and puts the repair back to In Progress.
• On a quote for someone asking, select Check in when the device arrives. The check-in starts with their customer, device and the quoted lines, at the prices quoted.

If they answer in person or on the phone, open the quote, or the repair's Items & charges tab, and select Approved or Declined under Answered in person or on the phone? Pick the optional lines they want, then select Record approved or Record declined.

Keep track of quotes

The Quotes page has tabs for Open, Approved, Declined, Expired and All. Approved quotes for someone asking stay on the Approved tab until they're checked in.

On a quote's page, Where it stands shows when it was sent, opened, reminded and answered. You can also:

• Select Copy to copy the customer's link.
• Select Send again after a change.
• Select Change to edit a quote for someone asking.
• Select Print for a paper copy.
• Select Withdraw so the link can no longer be approved.

A sent quote expires after the number of days your store sets, 14 unless changed. Your store can also send one reminder if the customer hasn't answered. Owners and managers set both in Service order settings.