What goes on a repair work order

A repair work order, also called a repair ticket or repair order, is the record of what the customer dropped off and what you agreed to do. A good one includes:

Customer name and phone number, printed large so staff can find the ticket fast
The device: make and model, plus serial number or IMEI if you track it
The problem as the customer describes it
The quoted price and any deposit
Notes on existing damage, such as a cracked back or missing buttons
A ticket number that matches the tag on the device
Your warranty terms and what voids them

The tear-off tag

The bottom of this work order is a tear-off tag. Cut along the line and keep the tag with the device, taped to it or in a bag. It repeats the customer name, phone, device, issue, balance due and ticket number, so anyone on your team can match a phone on the shelf to its paperwork. The top half is the customer's copy.

Document the condition at drop-off

Write down existing damage in the notes before you start work. "Back glass cracked, left corner" on the ticket settles the conversation if a customer later says it happened in your shop. The printed work order also tells customers to inspect their device before they leave.

Customer pickup

When the customer comes back, match the ticket number on their copy to the tag. Collect the balance and hand over the device. The work order says devices not picked up within 30 days may be sold to recover costs. Make sure that matches your actual policy, and tell customers at drop-off.

Numbering

Tickets are numbered T-001, T-002 and so on, counting up on this device. Your shop name and phone are remembered too.

From paper to a ticket queue

Printing work orders is a good start. A free PhoneShopPOS account goes further: every ticket is saved, repairs move from pending to ready to picked up, and you can look up any customer's history by phone number. The free plan includes 25 repair tickets a month.