At device intake
Record the customer’s name and phone number, device brand, model and serial number or IMEI where applicable. Confirm contact details with the customer to avoid contacting the wrong person.
Keep the reported problem in the customer’s own terms. Note physical condition, such as a cracked screen, and list accessories received. Do not put personal passwords or customer account secrets in ordinary notes.
During diagnosis and repair
Add diagnostic findings separately from the original complaint. Record estimated charges and obtain approval before proceeding. The approval button records consent already obtained; it does not contact the customer.
Assign a technician where appropriate, update the actual stage and leave notes another staff member can understand. When inventory is available, record parts on the repair ticket so stock is deducted from the correct item.
At collection
Review charges, discounts and applicable tax before issuing an invoice. Record actual payments and check the balance. Issuing an invoice locks its charges so the original remains a reference.
Contact the customer by phone or send WhatsApp manually when ready. Status changes do not send messages themselves. Check the device together at handover and complete the ticket after the invoice is available and handover is finished.