Answer
Use Track Repair to search the job quickly, confirm the latest status, then open Processing or the repair invoice view if the customer needs more detail.
Before you start
- Have the repair reference, phone number or device detail ready.
- Know whether the customer only wants a status or is also asking about payment and collection.
- Avoid guessing the answer before you open the actual repair record.
Step-by-step guide
- Open Track Repair and search for the job using the best available reference.
- Read the latest status, note and promised next action from the saved record.
- Open Repair Processing or the repair invoice view if you need technician notes or billing detail.
- Answer the customer using the saved status instead of verbal assumptions.
How to confirm it worked
- The customer update matches the latest saved repair note.
- Collection or payment information is confirmed from the record when needed.
- The staff member giving the answer can point to the same job card later if asked again.
Common mistakes
- Using an old verbal update instead of the saved repair record.
- Opening the wrong repair because the search reference was too broad.
- Telling the customer a collection time that is not recorded anywhere.
Do this in Cellivo
Open the live Cellivo screen in the next tab while keeping this answer open here.
More answers
How do I create a new repair job card?
Open Repair Submit, capture the customer, device and issue details clearly, save the intake record, then use Track Repair if the customer needs status updates later.
How do I update a repair after technicians start work?
Open Repair Processing, find the job card, update the status and notes clearly, then confirm the new state is visible for front-desk follow-up.