Repair Orders

A Repair Order tracks a customer's faulty item from the moment it's logged until the repaired — or replacement — unit is back with the customer. Under the hood it's a work order of type Repair: it runs on myWork's standard step engine (see Work Orders), but it has its own list, its own detail pipeline, and a fixed sequence of stages the system drives for you.

You rarely build the steps by hand. A repair is created from a template that already holds the right steps, and the rest of the pipeline is generated automatically as work progresses.

Two kinds of repair

Repairs come in two shapes — the template you pick decides which:

• In-house repair — the customer's own unit comes in, is repaired, and the same unit is returned. Nothing is sold and no replacement stock leaves the building.
• Ship-to-replace — instead of repairing the customer's unit, we send them a replacement and receive their faulty one back. Common variants are BMS-Ex Ship to Replace (a fixed replacement product) and Zero-cost Ship to Replace (a free swap, no charge to the customer).

Whether a courier is booked is now simply a choice you make when creating the order (see Shipping & couriers below) — you no longer need a separate "with courier / without courier" template.

Create a repair order — the wizard

From Production > Repair Orders, click New Repair Order to open the guided wizard. It adapts to the template you pick — pages that don't apply are skipped — and always ends by creating and releasing the order for you.

1. Choose — "What do you need to do?" Pick a repair type from the cards.
2. Customer — search and select the customer (shown only when the repair ships something back).
3. Delivery address — pick one of the customer's saved / on-file addresses, or Enter a new address (with Google address lookup). A contact number and suburb are required when a courier will be booked.
4. Details — the item, quantity and any questions the template asks. (Price fields are hidden unless you have finance permission.)
5. Courier — one choice per shipment; leave it on No courier to ship without one (you can still add a courier or a waybill later).
6. Confirm — subject, target date, priority and free-text Notes.

Press Create & release — the order is built from the template, your answers are applied, and it is released to the floor automatically. Nothing hits the ERP until release, so cancelling the wizard leaves no trace. The success screen offers Open work order or Back to repair orders.

Need a blank order or an unusual template? Use the Advanced button next to New Repair Order — the classic dialog where you pick any template (or a blank work order) and fill in the details by hand.

In-house repairs: the five-stage pipeline

An in-house repair moves top-to-bottom through five stages:

1. Receive — a Local Receipt books the broken unit(s) into the warehouse. (Each expected item can carry an expected serial, shown to receiving staff as guidance.)
2. Route — the Repair Router runs automatically and creates one Repair Task per received unit (one per serial for serialized products), sending each to the correct repair area.
3. Repair — a technician works the Repair Task at their bench: diagnoses the fault, fits or replaces parts (stock is delivered to the bench as needed), and records repair notes. For jobs that need sign-off first, the technician raises an Assessment, which goes to a manager for Approval before work continues.
4. Collect — once repaired, a Collection Request has the warehouse collect the unit from the bench.
5. Ship — a Local Shipment (optionally with a courier) sends the repaired unit back, and the work order completes.

Because the router fans out into one task per unit at the same priority, several units on one order are repaired in parallel by different technicians — and shipping only starts once every unit is done.

Ship-to-replace repairs

A ship-to-replace order sends the customer a replacement first, then books their faulty unit back in:

1. Replacement order created — a Sales Order and Sales Shipment are created and placed, reserving the stock (it waits if stock is short).
2. Courier — a courier is booked (if you chose one), or you Record the customer's own waybill.
3. Dispatch — the replacement is dispatched to the customer.
4. Receive Returned Item — a receiving step is set up to book the customer's faulty unit back in when it arrives.

Shipping & couriers

However the repaired or replacement unit goes out, you have three options:

• We book the courier. Choose a carrier on the wizard's Courier page (or the release dialog). Once the shipment is placed, myWork books the courier automatically — waybill and collection — and the floor can print the label.
• Ship without a courier. Leave it on No courier; the shipment is still placed and dispatched. You can add a courier later.
• The customer books their own courier — Record waybill. When the customer arranges their own carrier and sends you the tracking number, open the repair order, find the shipment step in the Routing Steps list, and click Record waybill (the clipboard icon). Pick the carrier, enter the waybill / tracking number, and optionally attach the waybill PDF. This only records the waybill — so it can be printed when the parcel arrives and so tracking is polled — it does not book a collection with the carrier.

Record waybill works on both a Local Shipment (in-house repair) and a Sales Shipment (ship-to-replace) step, and it stays available even after the step is done — handy when the waybill only reaches you later.

Find repair orders

Open Production > Repair Orders. The list shows only repair work orders, newest first; each card shows its status, customer, subject, target date and who logged it. Narrow it with the status filter, the sort menu, or the My repairs only switch.

Advanced search: click Filters, pick any combination, and press Apply:

• Subject and Description — free-text search.
• Customer — the customer the repair is for.
• Created by — who logged the repair.
• Target date (from / to) — a deadline range.
• Has courier step — show only repairs that include a courier booking.

Each active filter shows as a removable chip above the list; the badge on the Filters button counts how many are active.

Work a repair order

Open any repair order to reach its detail page. At the top is the Repair Pipeline banner — the five stages above, each showing whether it's done, in progress, waiting or not started, with a count such as "2 / 3". Below it, the Progress timeline and Routing Steps list show every step and its activity (see Process a work order for the full mechanics). From here you can Process Step (open the active step), Record waybill on a shipment step, download a Repair Report PDF, and — as appropriate — Release to Floor, Recalculate Routing, Cancel Work Order, Check Routing Config and Copy Tracking Link.

Technicians usually work from My Repair Tasks, which lists the repair tasks assigned to them or their area. See that article for the bench workflow.

Keep the customer informed

• Tracking link. Every released repair order has a public, no-login tracking page. Use Copy Tracking Link on the detail page to send it. The customer sees the order number, subject, a status pill and a simple timeline of progress — no internal detail.
• Automatic tracking email. When the template includes it, myWork emails the customer "Your Work Order … is now in progress" with the tracking link as soon as the order is released — no action needed. It's skipped if the customer has no email on file.

Serial numbers

Repairs are serial-aware end to end: the receive step can expect a serial, the router creates one task per serial, and the repair bench shows the unit's serial prominently. When a technician replaces a serialized part, they record both the new part's serial and the removed part's serial, so the swap is fully traceable.

Legacy repair orders

The old, pre-work-order Repair Order screens have been retired — repairs now run entirely as repair work orders. Any unfinished legacy repair orders remain available, read-only, via the Legacy repair orders link at the top of the Repair Orders list, where they can be exported to Excel or CSV.