Repair Warranty Policy for Repair Shops: What to Cover, Where to Write It, and Handling Repairs That Come Back
Warranty lines to copy
For your receipt, and for the two answers when a repair comes back: covered, or not.
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Redos linked to the original
Check a returned item in as a redo from the original ticket, mark it in or out of warranty, and both records link to each other.
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Start free1. Key points
Decide four things once (how long, what it covers, what it doesn't, and what you'll do) and print them on every receipt or invoice. When a repair comes back, find the original ticket, look before you decide, tell the customer whether it's covered and why, and check it in as a new job linked to the old one. A warranty written down and applied the same way for everyone settles most comebacks in a minute.
2. Four things to decide once
| Decide | How | Why |
|---|---|---|
| How long | A set number of days from pickup, the same for every job of the same kind. | "A while" turns into an argument. A date on paper doesn't. |
| What it covers | Your workmanship and the parts you replaced, for the fault you fixed. | The customer knows what's included before anything goes wrong. |
| What it doesn't | New damage, drops, water, and other faults that weren't part of the repair. | Saying it up front is kinder than saying it at the counter. |
| What you'll do | Fix it again at no charge, or refund the repair if it can't be fixed. | Customers mostly want to know they won't pay twice. |
3. Where to write it
- On the receipt or invoice. The paper the customer keeps after pickup is where they'll look.
- On the claim ticket, briefly. One line, so it's agreed from drop-off.
- On your website or counter sign. The same words, so nobody hears a different version.
4. When a repair comes back: five steps
- Find the original ticket. By ticket number, phone number or serial number. Check the date it was picked up and what was done.
- Look before you decide. Inspect it with the customer if you can. Is it the same fault, in the part you replaced?
- Decide: in warranty or not. Say which, and why, before you take it in. Write both down.
- Check it in as a new job, linked to the old one. A new ticket keeps the paperwork clean, and the link shows the history at a glance.
- Learn from it. If the same repair keeps coming back, it's a parts or process problem worth fixing.
5. Wording you can copy
Change the period, dates and names to your own. Local consumer rules differ, so check yours.
On the receipt or invoice
Warranty: 90 days from pickup on the work done and parts replaced listed above. Does not cover new damage, drops or liquid. Bring this receipt or your ticket number.
When a repair comes back in warranty
Thanks for bringing it back. This is covered by your warranty from October 5 (ticket 0124), so there's no charge. We'll have it ready by Friday.
When it's not covered
We checked your watch: the crown we replaced is working, and the new issue is with the crystal, which was cracked after pickup. That isn't covered by the warranty. Here's an estimate for the new repair.
6. Common mistakes
- Warranty only in your head. If it isn't on the receipt or the ticket, the customer remembers a longer period than you do.
- Deciding at the counter, in a hurry. Look first, decide second. A quick "yes" you have to take back later is worse than a careful answer.
- Overwriting the original ticket. Reopening the old job loses the history. Check in a new one and link them.
- Different answers for different customers. Same fault, same period, same answer. That's what makes a warranty worth something.
7. Warranty redos in Repair Karte
On a ticket that's been picked up, choose Check in as a redo. The check-in form opens with the customer and item already filled in; mark it in or out of warranty and give a reason. The new ticket and the original link to each other, so the history is one tap away, and a redo in warranty can start without waiting for an estimate approval. Find the original by ticket number, phone number or, with serial numbers turned on, the item's serial number, which shows every past repair of the same item.
8. Frequently asked questions
How long should a repair warranty be?
Long enough for a fault in your work to show up, and the same for every job of the same kind. Many shops pick a set number of days from pickup, such as 30 or 90, and write it on the receipt.
What should a repair warranty cover?
Your workmanship and the parts you replaced, for the fault you repaired. Say what it doesn't cover, such as new damage, drops, liquid and unrelated faults, before anything goes wrong.
How do I handle a repair that comes back?
Find the original ticket, inspect the item, decide whether it's the same fault in warranty, tell the customer which and why, and check it in as a new job linked to the original.
Can repair software track warranty redos?
Yes. In Repair Karte, a picked-up ticket has Check in as a redo: choose in or out of warranty and a reason, and the new and original records link to each other. Warranty redos can start without waiting for an estimate approval.
Doing this in Repair Karte
- Reception & Repair Records From intake to delivery, on a single record. (All plans)
- Customer Management Be the shop that says, “Same issue as last time, right?” (All plans)
The Free plan covers up to 100 repairs a month for 1 staff login, with no credit card, and stays free. Automatic email updates to customers start on Standard. Every new account gets all Pro features free for 30 days.
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