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Service order settings

Set intake prices and deposits, turnaround targets, automatic assignment, quotes, ticket terms and the repair warranty.

These settings shape how your counter checks repairs in, when a repair counts as late, who new repairs go to, how quotes work, and what customers sign. Owners and managers can change them in Settings. Each store has its own.

Settings › Service orders

At the counter

  • Show prices at intake: turn it off if you quote after diagnosis. The counter still ticks services, but without prices or an estimate.
  • Suggested deposit, % of the estimate: filled in at check-in, and staff can change or clear it. It starts at 50. Use 0 for none.
  • For estimates from: smaller estimates get no suggested deposit. Use 0 for every estimate.

Turnaround

Set how many days each type of job should take: Drop-off, In-store, On-site and Remote. Each starts at 3 days. An open repair past its target, or past the time promised to the customer, shows as late on the board.

Routing

Turn on Assign new repairs automatically and choose a technician for each kind of device. When the counter doesn't choose a technician, the repair goes to that person. Off leaves new repairs unassigned until someone takes them.

Quotes

  • Good for, in days: how long a sent quote can be approved, from when it's sent. It starts at 14.
  • Follow up: one reminder by text or email, the way the customer prefers, if they haven't answered. Choose Don't remind them or a number of days after it's sent.
  • Terms under every quote: printed at the bottom of each quote.

Select Save service orders when you're done.

Settings › Ticket and warranty

Ticket

What the customer signs at drop-off. In the terms, {business}, {minimum} and {days} are filled in for you.

  • Minimum shop charge: for diagnostics and unsuccessful repairs.
  • Abandoned after (days): how many days after being told it's ready an uncollected device is treated as abandoned. It's filled in for {days} in your terms and used in pickup reminders. It starts at 45. OnSite doesn't change a repair to Abandoned by itself; do that with Change status.
  • Repair terms: one paragraph per line.
  • Privacy notice: printed on the ticket.
  • Certificate of remediation: the wording for the certificate you print after a virus or malware clean-up. {business} and {customer} are filled in.

Select Use the standard terms to go back to OnSite's wording, then Save ticket.

Warranty

Set Repair warranty (days). A device back within this many days of its repair can be checked in as a free warranty return. It starts at 90. With 0, repairs carry no warranty. As you type, OnSite shows an example of the date a repair finished today would be covered until.

A service in the price book can have its own warranty that replaces this one. See Price book and completion codes.

Select Save warranty.