Terms of equipment acceptance for repair. What information to include on the receipt

In this article, you will learn the most important details to consider when accepting a device from a customer for repair. This information will help avoid various misunderstandings both from the customer's side and the service center staff.

Equipment Acceptance

Typically, this procedure is carried out by a manager, often referred to as the "receptionist." The receptionist's task is to correctly gather all the necessary information from the customer. All the collected information will be displayed on the receipt, which the customer will receive. The second copy, or the detachable half, remains with the service center.

What Information to Obtain from the Customer

To ensure clear understanding, it is important to structure the gathered information into three parts:

• Customer Contacts (name, phone number, address if needed)
• Device Information (device type, brand and model, serial number, reported malfunction, included accessories, password)
• Order Executors and Responsible Parties

Special attention is given to the words describing the malfunction as reported by the customer. It is highly recommended to record the customer's stated reason for their request verbatim. This way, an accurate timeline of events is preserved, which can be crucial in the event of a dispute where the customer claims they reported a different issue. The customer signs off on their own words.
Modern service centers are moving away from maintaining receipt records in paper form and are opting for cloud services for document management. Using HelloClient as an example, we will demonstrate how to accept a device for repair and reduce order processing time.

The output receipt includes:

In the end, the receipt includes the following information:

• Header: Organization's logo and contact details
• Receipt Number and Date: Receipt number for quick retrieval in the system and the date of receipt
• Customer Information
• Device Information and Reason for Service
• Service Rules

The example also shows a perforated tear-off line. The lower part duplicates the information from the main section but in a more concise format. The lower part remains with the service center and is kept with the device for quick identification. The main part, including the service rules, is given to the customer.

Service Rules on the Receipt

Service Rules are the sections on the receipt that the customer must agree to by signing. It is important for the manager to assist the customer in reviewing the receipt after it is prepared, highlighting key details such as: the device, serial number, the issue as described by the customer, and the service rules. The customer acknowledges that the receipt is correct by signing it and awaits further information from the service center.

The client management software from HelloClient will eliminate the hassle of manual paperwork, reduce order processing time, and automate all processes within the service center.