Third-Party Repair & Quotes
Manage third-party repair requests with customer-facing quote approval workflow.
Third-Party Repair is used when a customer brings a product for repair that may not be covered under warranty, or when a repair quote needs customer approval before work begins. This workflow adds quote management on top of the standard warranty process.
When to Use Third-Party Repair
- Out-of-warranty repairs where the customer pays for the service
- Uncertain warranty coverage where diagnostics are needed before deciding
- Repairs requiring customer approval of costs before proceeding
Creating a Third-Party Repair
Start the RMA
- Go to Create RMA
- Select Third-Party Repair as the creation mode
- Enter customer and product details manually (no Shopify order required)
- Select a sub-type if applicable
- Submit the RMA
Receive the Item
Follow the standard flow to get the item:
- Approve the RMA
- Generate a return label or arrange drop-off
- Mark as received when the item arrives
Diagnose and Create Quote
Once the item is received and inspected:
- Click Create Warranty Resolution
- Document fault codes and diagnostic findings
- Set the determination (covered, not covered, partial)
- Choose the resolution type (Repair, Replace, or Refund)
- If repair is needed and not fully covered, create a quote for the customer
Customer Quote Approval
When a quote is sent to the customer, the RMA enters an intermediate state:
| Quote Status | Description |
|---|---|
| Quote Sent | Customer has been sent the repair quote for review |
| Quote Paid | Customer approved and paid — proceed with repair |
| Quote Declined | Customer declined — discuss alternatives or return item |
Complete the Resolution
- Quote Paid: Proceed with the repair or replacement, then resolve the RMA
- Quote Declined: Return the item to the customer or offer alternative resolution
Status Flow
Draft → Approved → Waiting Customer → Label Generated → In Transit
↓
Received → Inspected → [Create Warranty Resolution]
↓
Quote Sent → Quote Paid → Resolved → Completed → Closed
↘ Quote Declined → [Return item or alternative]
Third-Party Repair vs Standard Warranty
| Aspect | Standard Warranty | Third-Party Repair |
|---|---|---|
| Shopify order required | Yes | No (manual entry) |
| Customer pays | No (covered) | Potentially (quote workflow) |
| Quote approval | Not needed | Required if not covered |
| Sub-type categorisation | No | Yes |
Managing Quotes
Sending a Quote
When creating the warranty resolution, if the repair has a cost to the customer:
- Set the repair cost and details
- The system generates a quote
- The customer receives the quote via email or portal
- The RMA shows Quote Sent status in the timeline
After Customer Responds
If approved (Quote Paid):
- The RMA progresses to repair
- Staff proceeds with the warranty resolution
If declined (Quote Declined):
- Contact the customer to discuss options
- Options include: return the item as-is, offer a reduced repair, or write off
Set clear expectations with customers about diagnostic timelines. Let them know when to expect a quote after you receive the item.