Phone repair ticket: what it must include (with template)

Almost every shop problem starts at the counter: a phone that “was already scratched”, a quote the customer “never agreed to”, a case that “I left and it is gone”. A good ticket signed at drop-off prevents all of them.

1. What the repair ticket is for

It is both proof for the customer (the device is in your shop) and protection for you (condition, fault and what was agreed are in writing). In many countries consumer rules require a receipt when you take in a device and a prior quote on request. Check the rules where you operate, but even where it is not mandatory, always do it.

2. The 12 details you cannot miss

1. Shop details: trading name, tax ID, address and phone.
2. Order number and drop-off date. The sequential number is what the customer will quote when they come back.
3. Customer: name and phone (and email if you want to notify in writing).
4. Device: make, model and colour.
5. IMEI or serial number. The only thing that identifies the phone beyond doubt. More in IMEI and traceability.
6. Accessories left: case, SIM, memory card, charger. If nothing, write it down.
7. Condition on arrival: dents, scratches, screen, back cover, whether it powers on.
8. Fault as described by the customer, in their words.
9. Unlock code or pattern only if the customer wants to give it for testing.
10. Quote or maximum authorised amount, and what happens if it costs more (call before going on). See how to write a professional quote.
11. Estimated time and terms: repair warranty, collection deadline and what happens if it is not collected (unclaimed repairs), plus the data protection clause.
12. Customer signature (paper or on screen) and a copy for them.

3. Ready-to-copy template

• ORDER No. ____ · Drop-off date: __/__/____
• Customer: ______________ · Phone: ______________
• Device: make ______ model ______ colour ______ · IMEI/serial: _______________
• Left: ☐ case ☐ SIM ☐ card ☐ charger ☐ nothing
• Condition: ☐ powers on ☐ does not power on · dents/scratches: ______________
• Fault according to customer: ____________________________
• Quote: ______ · If over ______, customer is called before repairing ☐
• Estimated ready: __/__/____ · Repair warranty: ____ months
• If not collected within ____ days of notice, the shop’s terms will apply.
• Customer signature: ____________ · Shop signature: ____________

4. Typical mistakes that end in complaints

• Not recording the condition. Without it, any scratch is your fault.
• Verbal quotes. If the price changes, the customer only remembers the low figure.
• No IMEI. With two identical iPhones on the shelf, a mix-up is waiting to happen.
• No copy for the customer. They must take their copy (paper, email or WhatsApp).

5. Paper, spreadsheet or software

A receipt book is fine to start, but it never warns you, gets lost and cannot be searched. A spreadsheet helps searching but still does not print the ticket or notify the customer. Repair shop software creates the ticket in seconds, numbers it, stores the IMEI and photos, prints or sends it by WhatsApp and shows which repairs have been stuck for days.