Overview

This guide explains how to record and manage repair jobs in Retail Edge using the Repair Left function. It covers the full process from intake to completion and pickup, including handling quotes, task management, and inventory linkage.

The Repair Left process is used when a customer leaves an item with the jeweller for repair or modification. This ensures proper tracking of the item, accurate documentation, and integration with sales and inventory systems.

Note: The Repair Left option is not available when using a Cash Customer. Always assign a named customer before beginning a repair intake.

Starting a Repair Intake

1. From the POS screen, select the Salesperson.
2. Enter or select the Customer (must not be a Cash Customer).
3. Click the Repair Left button on the right-hand menu.

POS screen — click Repair Left to begin the intake

This will open the Repair Intake window, where you will record item details and repair information.

Completing the Repair Intake Form

Item Description

• Always begin with “Customer stated…” for example: “Customer stated the clasp on chain is broken.”
• Or be vague and use generic terms, e.g. “White Metal Ring with White Stone”.

This description prints on the customer’s receipt.

Item Description field — use customer’s words or generic terms

Detailed Item Description

Provide your professional assessment of the item. Use generic terms unless you are certain of materials or stones (e.g. “Blue Stone” not “Aquamarine”, “white metal” not “white gold”). Include any visible issues such as scratches, broken claws, or worn clasps.

Detailed Item Description — professional assessment for internal use

Photos

• Take photos of the piece, particularly damaged areas.
• Attach photos to the repair record for reference and insurance protection.

Image menu — add photos to the repair record

Adding Repair Tasks

1. Open the Tasks tab.
2. Add each required repair task: either select the generic Repair SKU 1040, or use individual task SKUs if your setup supports them.
3. To add more tasks, click Add Task (bottom left).

Tasks tab — enter Repair SKU and task details

Depending on configuration, prices may populate automatically, or you may enter them manually.

ETA and Deposit

1. Tick “ETA is estimated” and enter the estimated completion date.
2. Enter any deposit amount collected from the customer.
3. Click OK / Save & Close to complete the intake.

Tasks tab showing ETA, deposit, and completed task details

This will return you to the POS screen where you can finalise the transaction as normal.

Tip: It is recommended to tick “Price is Estimated” to allow possible adjustments due to unforeseen circumstances.

Linking Parts Used for Repairs

• Associate the part with the repair job during intake.
• This automatically commits the part from inventory and links it to the repair record.

Parts tab — click Add to link inventory parts to the repair

New Part entry form — enter item details, cost, and retail price

Note: If you do not have the parts in your inventory, you can still record them manually by entering the supplier, barcode, description, quantity, and cost/retail price.

Repair Completion and Pickup

1. Go to POS → Customer Record → Rep./Custm (button under “Return”).

POS screen — Rep./Custm button to access repair records

2. Locate the repair job.
3. Click on each task to highlight it, then click the Done/Undone Task button (bottom left) for each completed task.

Repair job screen — use Done/Undone Task to mark tasks complete

If all tasks are completed, the repair will be marked Done and ready for pickup.

Task marked as Done with completion timestamp

Automatic Completion (Optional)

If using locations and envelopes: moving the repair envelope to the Completed Drawer automatically updates the job status to Completed.

Move To Location — select Completed Drawer to auto-complete

You can now process the pickup as a normal sale or return.

Repairs from Quote to Intake

Customers often request a quote before approving repair work. Retail Edge allows you to generate and later convert repair quotes easily.

Note: Using the Quote Only function on the POS screen will not print an envelope or create a traceable job. If you are taking an item in to be quoted, use the Repair Left function instead and tick the On Hold checkbox on the repair screen.

Creating a Repair Quote

1. In the POS screen, tick Quote Only.
2. Select the Salesperson and Customer.
3. Click Repair Left. The window that opens will be titled “Repair Quote”.

Repair Quote window header

Enter the preliminary information as usual (Item Description, Details, and Tasks).

Converting a Quote to Sale

If the customer accepts: click Quote to Sale, then process the deposit and complete the intake normally.

If the customer declines: click Quote to Sale, select the quoted job, and click Discard Selected to remove it.

Best Practices

• Always start descriptions with “Customer stated…” or use generic terms.
• Take clear photos for every intake, especially for high-value items.
• Record all visible damage before accepting the piece.
• Back up your database regularly if your store performs frequent repairs.

Safety and Audit Notes

• The Repair Left process ensures full traceability of each item under jeweller care.
• Always ensure items are tagged, photographed, and stored securely.
• Use consistent envelope or location tracking for all active repairs.