ReturnMate Tech (Technician App)
Install the ReturnMate Tech mobile app from the App Store or Google Play, sign in with a staff account, and run the workshop side of returns and repairs from a phone.
ReturnMate Tech is the technician companion app for ReturnMate. It covers the workshop side of returns, warranty claims and repairs — receiving a returned parcel, inspection, diagnosis, repair and final resolution — and writes everything to the same RMA record your customer service and warehouse teams work from.
It is available on both stores:
| Platform | Requirement | Listing |
|---|---|---|
| iPhone | iOS 16.4 or later | App Store |
| Android | Android 10 or later | Google Play |
ReturnMate Tech is for technicians and workshop staff. It needs a staff user on a store that uses ReturnMate, and it is not a consumer app. Customers returning a product should use the tracking or return link the retailer sent them.
Installing and signing in
Add the technician as a user
An Admin adds the technician under Settings → Users in ReturnMate. New users receive the Standard role by default; see Roles & Permissions for what each role can do and how to scope a user to a location.
Install the app
Install ReturnMate Tech from the App Store or Google Play using the links above. Search for "ReturnMate Tech" if you are on the phone; the publisher is Mate HQ Pty Ltd.
Sign in
Open the app and sign in with the same email and password the technician uses for ReturnMate. The app connects to your store's workspace; there is no separate app account to create.
There is no separate subscription and no per-technician licence. Tech ships alongside the ReturnMate platform for stores on a plan that includes warranty and repair workflows — see Billing & Plans.
Opening a job by scanning
Tap Scan from any screen and point the camera at:
- a device tag printed from ReturnMate (see Device Tags)
- a ReturnMate QR code on the RMA paperwork
- a supported carrier label, including Australia Post, StarTrack, TNT and Team Global Express
The matching RMA or repair job opens directly. Incoming parcels can be received from the Receive tab on the workshop floor rather than at a desk, and existing units open straight into their job.
If a unit has no label, technicians can search by RMA number, customer, order or serial number instead.
The bench view
The Bench tab lists everything assigned, waiting or inbound in one place, with SLA countdowns so technicians can prioritise across a shift rather than working whatever arrived last. From the bench a technician can:
- claim unassigned jobs
- find RMAs by number, customer, order or serial
- see incoming and waiting units
- track work assigned to them
- move jobs through the repair workflow
SLA timers follow the settings in SLA Settings.
Recording the repair
Everything logged in the app attaches to the RMA record immediately, so the office sees it the moment it is saved. On a job a technician can:
- log faults and diagnostic findings (using your fault codes — see Diagnostics & Notes)
- take and attach photos
- capture and verify serial numbers (Serial Numbers)
- record labour time and parts used
- add internal technician notes
- send customer-facing updates
Updates have an internal / customer-facing toggle, so a note meant for the bench never reaches the customer by accident.
Closing the job from the bench
Inspections, warranty determinations, repair documentation, stock dispositions, counter-swap handovers and final resolutions can all be completed in the app. Sensitive or irreversible actions — scrapping a unit, for example — ask for confirmation before they complete, so a mis-tap on a phone cannot dispose of stock.
Jobs closed in the app follow the same rules as jobs closed in the admin: see Warranty Lifecycle and Offline Repair.
Troubleshooting
The app says the account is not authorised. The user must exist under Settings → Users on a store that uses ReturnMate, and must not be deactivated. Check the user's status with an Admin.
A carrier label will not scan. Only labels from supported carriers are recognised; for other carriers, search by RMA number or scan the ReturnMate device tag instead.
Photos are not appearing on the RMA. Check the phone has a connection; updates upload when the job is saved. If the workshop has poor coverage, save the update once you are back in range.