Warranty and rework
Recording warranty terms and raising a rework ticket linked to the original.
A finished repair carries a warranty, and a rework of it can be linked back to the original ticket. Warranty status is worked out from two stored facts every time it is asked for — it is never stored as a yes/no on the ticket, so nothing has to run overnight to expire one.
Setting the warranty period
Repairs → Settings holds a company-wide default: Repair warranty (days), plus a line of instructions for how a customer claims under it. A default of 0 means the shop offers no warranty at all.
A single ticket can pin its own period instead, set or edited from the ticket's detail screen at any point — including after the device has gone back. Leaving it unset means the ticket rides the shop's current default — so raising the default later does not, by itself, extend cover already given to a past customer. Setting a ticket to 0 is different from leaving it unset: it says plainly that this particular job carries no warranty, whatever the shop default is.
When the clock starts
Cover starts the first time the ticket reaches Collected or Paid — whichever happens first, including a balance settled at the till. That start date is written once and never moved again, so re-opening a closed ticket, or editing it afterwards, cannot stretch a warranty a customer has already been running down.
The ticket reads Under warranty until <date> while covered, and Warranty expired <date> once the period has run out. Before hand-back it says the period starts on collection instead. A shop offering no warranty on that job sees nothing at all. The Device seen before panel on a ticket — earlier jobs with the same IMEI or serial — shows each one's warranty state the same way, so a repeat visit can be recognised as still covered before anything is priced.
Jobs collected or paid before these columns were added had their start date backfilled once, from the status history where it exists and otherwise from the ticket's last-updated date. Treat warranty dates on old tickets as approximate.
Raising a warranty claim
Open the original ticket from Repairs → Finished and press Add Warranty. It opens the ordinary intake wizard prefilled with the device, serial and customer from that job, flags the new ticket as a warranty repair, and links it back to the one it re-does. The original ticket lists the claims raised against it.
Lines on a warranty-flagged ticket default to $0 and stay editable, so damage found during the rework that falls outside the original warranty is still charged normally. A line left at exactly $0, on a ticket that is both warranty-flagged and linked to an earlier job of yours, does not need a supervisor PIN — that specific case is treated as honouring cover already given, not a discount. Any other price change, including a partial discount on a warranty ticket, still needs one, the same as any other override. See Repair pricing.
How much warranty work you are doing is already covered by the canned Rework rate report — warranty tickets as a share of everything booked in. See Repair reports.
Australian Consumer Law notices
The platform carries the prescribed ACL text, and records which version of the notice was given and when:
| Notice | Regulation | Applies to |
|---|---|---|
| Repair notice | reg 91 | Where refurbished parts may be used, or data may be lost |
| Warranty against defects | reg 90 | Goods, services, or goods and services — each has its own prescribed wording |
The reg 90 wording is used verbatim, in the correct variant for what you supplied. Warranty duration and claim instructions are yours to set. Intake can also record that the customer was shown the repair notice, stamped with the staff member who confirmed it — stronger evidence in a dispute than the notice alone. And for any repair you can send the customer an itemised bill in one click; under the ACL they have 30 days to ask for one and you have 7 days to provide it.
The prescribed text is reproduced as the regulations require it. Whether it applies to your business, and whether you are meeting your obligations, is a question for your own advisers.