Customers check repair status themselves
Move each repair through statuses you design, each with its own colour, and let customers check progress themselves. They enter their job number on your repair status page and see where their device is, instead of phoning the shop to ask.
Repair status tracking in SeroPOS
Your own statuses
Name each status, give it a colour and an order, such as Received, Diagnosing, Waiting for parts, Ready.
Marks complete
Flag the statuses that mean the job is done, so it moves to the completed tab.
Message per status
Each status can carry its own SMS template for the update text.
Notify on change
When you change a job's status, choose to notify the customer at the same time.
Public status page
Customers look up their repair by job sheet or invoice number, with no login.
Status history
The status page shows the device, the current status in colour and the history so far.
Designing your statuses
In the Repair add-on, open Settings and go to the Statuses tab. Add each status with a name, a colour and its place in the order. Most shops use something like Received, Diagnosing, Waiting for approval, Waiting for parts, In repair, Ready for pickup and Collected. Tick marks complete on the statuses that finish a job.
Each status can have its own SMS template, so a status change can text the customer. Write a short message that tells the customer what is happening and what, if anything, they need to do. Customers who know what is happening call less often, and they are more patient when a repair takes longer than expected because a part is on order.
- Name and colour
- Order in the list
- Marks complete
- SMS template
Changing status and notifying
From the job sheets list, use change status on a job. Pick the new status and, if you want, send the customer a message at the same time. The status's SMS template fills in the details, so a Ready for pickup text goes out with the right name and job number in a couple of taps.
Job sheets can also notify the customer by SMS or email when they are first created, so the customer leaves the counter with confirmation of what they handed over and when to expect it. A quick confirmation also reassures customers who are nervous about leaving an expensive phone or laptop with someone else.
The customer status page
Your repair status page lets customers check progress without calling. They enter their job sheet number or invoice number, and can add the device's serial number for extra certainty. The page shows the current status in its colour, the device and the history so far. No login or app is needed.
Print the page address on the job sheet and the customer's receipt, or include it in the intake message. Fewer where-is-my-phone calls means more time at the bench. Customers can check from home or work at any time, which suits people who cannot call during business hours. It also means staff are not interrupted mid-repair to answer the phone.
Seeing the whole workload
Statuses drive the repair dashboard, which charts job sheets by status and by technician. You can see how many jobs are waiting for parts, how many are ready but not collected, and which technician has the most open work. Use it each morning to plan the day's work. Busy benches stand out.
The repair invoices list shows each invoice's repair status, payment status and whether an SMS was sent, so the front counter knows which customers have been told their device is ready. That avoids a second message going out by mistake, or a customer being forgotten. Collected jobs drop off the list.
Frequently asked questions
Can customers check their repair status online?
Yes. Your repair status page lets customers enter their job sheet or invoice number, optionally with the serial number, and see the current status, device and history. No login is needed. Print the page address on the job sheet so customers know where to look.
Can I text customers when their repair is ready?
Yes. Give the Ready status an SMS template, then choose to notify the customer when you change a job to that status. SMS needs to be set up in Business Settings. Keep the message short, with your opening hours and what to bring when they collect the device.
Can I create my own repair statuses?
Yes. In the repair settings, add statuses with a name, colour and order, and mark the ones that complete a job. Each can have its own SMS wording. Keep the list short enough that staff always pick the right status without thinking about it.
What does marks complete do?
A status with marks complete finishes the job. Job sheets moved to that status go to the completed tab instead of pending, which keeps the pending list to work still to do. Completed jobs stay on record, so you can look up an old repair if the customer returns.
Which plan includes repair status tracking?
Repair statuses and the customer status page are part of the Repair add-on module, along with job sheets, device models and repair invoices. Ask us about adding it to your plan. The repair menu appears in the back office once the module is on your account.