Set up a warranty and handle service requests
With the Servicing & warranty add-on, products carry a warranty, customers ask for service from your site, and you follow each request through to a visit.
2 minutesManagers and Owners (Staff handle requests)Works on a phone
Set up
Give a product a warranty
In the product editor, set the warranty in months and add a note if you like. It shows on the product page.
It starts on delivery
Every item you sell gets a record, and the warranty starts on the delivery day set on the job in Production. Open the job's Warranty card to Extend it (with a reason) or Stop it.
Choose who's told
In Settings · Service requests, pick who's emailed about a new request. Owners are told unless you change it.
When someone asks for service
The customer asks
On your site, Request service asks for their order number and email, what's wrong, when it started, up to four photos and a phone number. If their order holds more than one warranty, they choose which.
Or you log it
Staff can log a request under Service in the admin. Each gets a number like S-0001 and is checked against its warranty on the day it came in.
Book a visit
On the request, choose a day and someone from your Bookings team. The request moves to Booked, the customer is emailed the day, and the visit goes on that person's Google Calendar if it's connected. Book again to move it.
Move it on
Visited, Resolved or Declined, with a note for your team. Moving a request on emails the customer, in your site's language, but never your note.
A paid repair
If it isn't covered, press Draft a quote on the request. It starts a draft quote for the customer, with one repair line for you to price. It needs the Invoicing add-on, and nothing is sent until you send it.
Needs you
New requests nobody has moved, and visits whose day has gone by, show in Needs you today on the Dashboard.
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