Repairs — customer & in-house

Repairs is service work on a piece that already exists. The intake form asks who the piece belongs to:

Ownership	Workflow	Close-out
Customer’s piece	Standard repair flow — drop off, repair, customer pickup	Invoice on pickup, returns to customer
In-house inventory item	Same bench workflow — refurbish / clean / upgrade a piece in your stock	No customer; the accumulated cost rolls onto the StockID as additional cost

Both flavors share:

• Same intake form, same bench process, same work list
• Same simple status lanes — In Shop → In Progress → Ready for Pickup → Picked Up, plus On Hold and Closed
• Same workshop monitor surface
• Same overdue / due-soon tracking, keyed off the Promised Date

Features available on every work order

The work-order detail page bundles several distinct surfaces; each has its own dedicated article:

Feature	Article
Job templates at intake	Job Templates
Customer disclosure + signature at intake	Customer Signatures — Intake & Pickup
Work list — assigning, finishing, vendor routing	Work to be done
Vendor email per trip	Email the Vendor on a Work Step
Vendor memo (possession receipt) per trip	Click Memo on the first step of a vendor’s run to open a printable PDF — the item, every step on that trip, stones enclosed (carat + declared value), and a signature line. Scoped to that vendor; no customer name, price, or other vendors’ work.
Multi-photo + CAD attachments	Photos, CAD Files, & Attachments
Quote history + Quote PDF (custom jobs)	Quote a Custom Job
Pre-invoice deposits (custom jobs + repairs)	Take a Deposit on a Work Order + Take a Deposit on Stripe Terminal
Warranty + warranty redo	Repair Warranty & Warranty Redos
Pickup signature	Customer Signatures — Intake & Pickup
Auto-invoice on ready_for_pickup	(Automatic — invoice creates when status flips, with deposits applied as payment lines)
Print PDFs (Counter / Bench / Customer)	Print Three Audience Copies of a Work Order
Job envelope / ticket	Print → Job Envelope — a compact slip (job #, customer, work, dates, price, scannable barcode) with a tear-off claim stub the customer keeps. Print it onto your repair envelopes.

Intake: two choices up front

There is one ”+ New Work Order” button. The form starts with two decisions:

1. Work order type — Repair or Custom Job (required). Pick it up front; it locks once saved (it’s read-only on the detail page) because the type decides how the job is costed and which tools appear. Repair = fixing an existing piece; Custom Job = making a new one. Custom jobs add Stone Allocations and a “Create Inventory Item” action on the detail page.
2. Who the piece belongs to — the segmented toggle:
   • “A customer’s piece” (default) — customer field is required; invoice on pickup.
   • “An in-house inventory item” — no customer; cost rolls onto the StockID.

You can also set a Promised Date and flag the job as Rush right at intake (Rush can also be toggled later from the detail page; it red-flags the card and sorts it first on the board).

Ask how they want to hear from you — while they’re standing there

Most complaints about repairs aren’t about the work, they’re about not being told what’s happening. So right under the main form, on a customer’s piece, there’s a “How to reach them when it’s ready” block. Pick the customer first and it fills in with that person’s real details:

• “Email them when the job is ready” — shows the exact address it would go to. It starts ticked or unticked based on your shop’s default (Settings → Organization), and whatever you leave it on is saved to this job, so changing the shop default later won’t quietly change the answer this customer gave you. If they’ve opted out of order-update emails, or have no email on file, the box is replaced by a short note saying so instead of a tickbox that wouldn’t do anything.
• “Customer agrees to receive text updates” — with the wording to read them printed underneath. Tick it only if they say yes: it’s optional, they can decline and still get identical service (you just phone them), and it’s the permission that lets you text them at all. Unlike the email box, this one records the moment you tick it — it belongs to the customer, not to this work order, so it sticks even if you abandon the form.

You can change either answer later — the email setting from Details on the work order, the text permission from the customer’s record. See Customer Messaging for what gets recorded and why it matters.

Marking a job Ready — and what the customer actually hears

When the work is done, the action panel’s Ready for pickup + notify button opens a composer with your template already filled in, lets you edit it, and sends it and moves the job in one step.

Two separate things can tell a customer their piece is ready:

• The message you compose — you pick email or text, edit the wording, and send it yourself.
• The automatic ready email — if it’s switched on for this job (the tickbox you set at intake, changeable later under Details; its starting value comes from Settings → Organization).

Only one ever goes out. If you compose and send, the automatic email stands down.

Underneath the composer there’s a link that skips the message and just moves the status — and the link tells you what will happen before you click it. Depending on the job it reads either “still gets the automatic ready email” or “won’t be notified”, naming the customer. Read it: on a job with the automatic email switched off, skipping means nobody tells the customer anything, and the first they’ll hear is when they call you.

Marking a job Ready also does two things quietly:

• Drafts the invoice (see below).
• Commits the stones allocated to the job. They’re now part of the finished piece, so they can no longer be handed back to loose stock. If a stone was allocated by mistake, remove it before you mark the job Ready.

Getting a work order onto an invoice

There are four ways a customer-piece work order (repair or custom job) becomes an invoice line — all produce the same linked line, mark the work order Invoiced, and carry over any collected deposits as payment lines:

1. Automatic — moving the job to Ready for Pickup auto-creates a new invoice (when it has a customer, a price, and isn’t tied to your own inventory item).
2. Convert to Invoice — the button on the work-order detail page creates a new, standalone invoice for that job.
3. Pull it onto an existing invoice — on an invoice, add a line and set the Line Type: Repair for a repair job, Custom Job for a custom job. A picker appears listing the customer’s open work orders of that type — repairs show under Repair, custom jobs under Custom Job. This is the way to bill a repair (or custom job) and merchandise on one invoice. Selecting a work order fills in its description and price and links it; its deposits move onto that invoice automatically. Remove the line and the work order reopens and its deposits return to it.
4. Raise the job from the line — the other direction, for when the sale happens first. On the same Repair or Custom Job line, instead of picking from the list choose or create a new one →: JewelTrak saves that line and opens the normal intake form prefilled from it, then links the finished job back to the line. It’s there while you’re adding the line and again if you reopen a saved line that has no job yet — see Custom builds.

The line type follows the job type: repairs bill as Repair (R) lines, custom jobs as Custom Job (C) lines (the system enforces the match). Leave the picker blank to ring up a one-off ad-hoc charge of that type — a plain line with no linked work order.

The picker only lists work orders for the invoice’s customer that aren’t already invoiced and aren’t tied to one of your own inventory items (those bill via Apply Cost to Inventory when the item sells).

When to use Repairs vs Custom Jobs vs Production

“I’m working on a piece that already exists.” → Repairs

“I’m building something new for a specific customer.” → Custom Jobs

“I’m building something new for the showcase / inventory.” → Production

Repairs is always about service work — sizing, retipping, polishing, replacing parts, etc. on a piece that already exists somewhere (customer’s or yours).

Related

• Custom Jobs — for customer-triggered new builds.
• Production — for in-house bench builds that create new inventory.
• Workshop Monitor — kiosk view of all in-flight bench work across the three modules.