Sevo Biz App
Sign inStart free trial
Help centre · Point of sale

Repairs and warranty claims

Take in a device a customer brings back, check its warranty from its IMEI, print a job card, send it to the service centre and hand it back.

Who can do this: Owners, store managers and cashiers (the Take in repairs permission)

Take a device in

  1. Go to Point of sale → Repairs and press New repair.
  2. Scan or type the serial number or IMEI first (on the box, the back of the phone, or dial *#06#), then press Look it up. If you sold it, Sevo fills in the product, the bill and the customer, and says whether it is under warranty.
  3. Check the customer's name and phone number. For a device you did not sell, type its make and model.
  4. Write what is wrong in the customer's words, tick what came with it (charger, box, cover...) and note any scratches or cracks already there.
  5. If it is not under your warranty, choose Paid repair or Warranty claim (the customer has their own proof).
  6. For a paid repair, type the Estimate (optional) if you told the customer a price. It prints on the job card; Set the estimate on the job changes it later.
  7. Press Take it in, then Print job card and give the card to the customer.

Never write down the customer's PIN or password. Tick Customer will unlock it when asked instead.

Follow it until it is handed back

The tabs show what is open, what is at the service centre and what is ready. A job at the service centre for more than two weeks says chase it.

Find a job by its number, the customer's phone number or name, or the IMEI.

A phone the shop sold that comes back replaced: the new number goes into the register with the original bill and warranty, so it is found at the till and at its next repair.

  1. Open the job from the Repairs list. The next step is the main button.
  2. Send to service centre: choose the service centre (add it under Purchasing → Suppliers first) and type their reference.
  3. When it comes back, press It came back and choose Repaired, Replaced with a new unit (type the new number) or Cannot be repaired.
  4. Or press Repair it here for repairs you do yourself, then Mark ready when it is done.
  5. Call the customer, and when they come press Hand back.

Let the customer follow it

The job card has a QR code. The customer scans it with their phone camera and sees where the device is, what has happened and how to call you, in English, Sinhala or Tamil. No account is needed.

When it is ready, open the job and press Message the customer on WhatsApp. WhatsApp opens on your phone or computer with the message typed in and the link included; check it and press Send. Copy the status link to send it another way.

Take a deposit

The money goes in the drawer like any payment and stays on the customer's account. When the repair is charged, the deposit comes off the bill by itself and the customer pays the rest.

If the repair is cancelled, the deposit stays on the customer's account and comes off their next purchase.

  1. At the till, open the till menu and tap Repairs, then find the repair by job number, phone or IMEI and tap it.
  2. Under Take a deposit, choose Cash, Card or Wallet, type the amount and press Take deposit.
  3. Press Print job card to give the customer a card that shows the deposit.

Charge for it and hand it back

Nothing to pay, for example a warranty repair? Press Hand back, nothing to pay.

  1. At the till, open the till menu and tap Repairs. The repairs ready to collect are listed; search by job number, phone or IMEI for any other.
  2. Tap the repair and press Charge and hand back. The cart opens for the customer and says which repair it is for, with the estimate.
  3. Add what you charge: your repair service and any parts used, then Pay or Exact cash as for any sale.
  4. When the sale is done the repair is handed back, and its history shows the receipt and the amount.

Add your repair services once under Products, with Track stock for this product off (for example Screen replacement labour), so the till can sell them. Parts are sold from stock like any product.

Parts used on a free repair

Recorded by mistake? Press Put back next to them: they go back into stock at the same cost and the expense is taken off.

On a paid repair, sell the parts at the till when you charge it, so the customer pays for them. A part with serial numbers is also sold at the till, so its number is recorded.

  1. Open the repair under Point of sale → Repairs. Under Parts used, press Record parts used.
  2. Find each part by name or code and type how many were used. With more than one store, choose where they were taken from.
  3. Press Record parts. They come off stock at their cost and are booked to Warranty repairs, the shop's cost of its warranty.

Your terms on the job card

The job card prints your terms at its foot. Owners write them on Point of sale → Repairs with Job card terms. Left empty, the card prints a standard text: back up your data before handing in a device, and collect it within 60 days of being told it is ready.

Cancel a repair

Open the job, press Cancel repair, say why (for example, the customer took it back) and press Cancel the repair. The job stays in the Done tab with the reason.

See how the counter is doing

Open the How it is going tab (owners and managers). Choose the period: the last 30, 90 or 365 days.

It shows how many devices came in and went back, how long a repair takes on average from taken in to ready and to handed back, what is open now (and how many for more than 14 days), and devices ready that the customer has not collected yet.

Service centres lists what went to each and came back, the days away on average and what is still there. Devices that come in most shows the models that need the most repairs.

More in this area