From product sale to customer request
If a store sells appliances, tools, bicycles, or watches, work with the product may continue after the sale. A customer may bring it in for repair or ask for an exchange or refund. You need to find the specific unit, check the sales details, and record the request.
Torgsoft provides two additional options for these tasks: “Warranty product tracking by serial number” and “Repair and warranty service.” The first helps track products covered by warranty; the second is used to manage repair requests.
What to record for warranty products
When goods arrive, enter the serial number for each unit; when a unit is sold, record the number of the item sold. Warranty tracking shows the customer, sale date, warranty period, and remaining warranty time. For example, when a customer brings in a drill, you can use its number to find the details for that specific tool.
Depending on the settings, the warranty certificate is printed automatically at sale, offered for printing, or not printed. You can edit its template, including setting up separate templates for different types of products.
Strict warranty tracking prevents selling a number that is not in stock or receiving into stock again a number that is already in stock.
Customer returns require entering the serial number. In strict mode, you cannot return a number that is already in stock.
Inventory counts can be carried out by serial number.
Products without a unique number can be tracked in a separate warranty tracking mode by specifying the warranty period.
Practical tip: compare the number on the product itself with the tracking data, especially when receiving several identical models.
How to organize a repair request
Record the intake
Enter the customer and phone number in the request; for the product, record the problem as described by the customer and the included items. You can attach photos and files to the repair, print a receipt and barcode. We recommend also describing any visible damage and accessories handed over.
Assign a person responsible
You can assign a technician to the product. For repair operations, the performer can be paid a fixed amount or a percentage. Tracking distinguishes intake, being under repair, results available, and completion.
Add spare parts and work
Select materials from stock; once added to the repair, they are automatically reserved. You can enter serial numbers for spare parts subject to warranty tracking. Add services and repair operations separately.
Check the amounts
The request shows the payment received and the outstanding balance; partial payment is supported. Before handing the product back, we recommend checking the work actually performed, materials, and amounts with the customer.
What makes up the cost
Materials + services + repair operations. If none are included, the manually entered amount is used. You can set the price of relevant items to zero for warranty repairs.
Find a repair by barcode, product serial number, or waybill number (TTN). To search for a product by serial number when adding it to a repair, the serial tracking option must be active and the corresponding search setting enabled.
What to agree on within the store
Decide in advance who will update the customer on the work, approve the cost, and be responsible for handing the product back. If repair is not possible, agree separately on what happens next with the product: an exchange, refund, or another agreed option. Document the arrangements and check the applicable warranty terms.
It is useful for managers to regularly review unresolved requests, materials used, and unpaid work. This process is relevant for service centers, electronics and tool stores, optical shops, watch and jewelry workshops, tailoring shops, bicycle and auto repair shops.
If you sell products covered by warranty, start with serial number tracking. If you accept them for service, also consider repair tracking. To check the process, prepare an example for one product: receipt into stock, sale, and the customer's subsequent request.
Choose options for your work
Review the features of serial number tracking and repair tracking. Check activation terms with the orders department: @torgsoft_sale or +38 (067) 558 37 84.
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