Customer Repair Intake and Diagnostic Notice

What a good one includes

• A detailed item description including make, model, serial number, and a checklist noting any pre-existing cosmetic or structural damage.
• A clear explanation of the diagnostic fee, including whether this upfront cost is non-refundable or if it will be credited toward the final repair bill.
• An authorization clause stating that no actual repair work will begin until the customer receives a formal quote and provides written or verbal approval.
• An abandoned property policy that outlines exactly how many days the customer has to pick up their completed item before storage fees accumulate or the item is sold to cover costs.
• A limitation of liability statement that protects your workshop against unforeseen complications, hidden internal damage, or loss due to circumstances beyond your control.
• A dedicated signature and date block where the customer formally acknowledges and accepts your diagnostic terms and shop policies before handing over their property.

Common mistakes to avoid

• Forgetting to document pre-existing damage, which leaves you vulnerable to false claims that your workshop scratched or dented the item.
• Being vague about diagnostic fees, which leads to angry customers who expect free troubleshooting if they decide not to proceed with the actual repair.
• Lacking an explicit abandoned property clause, forcing you to store unclaimed items indefinitely and cluttering your valuable workspace.
• Relying on verbal agreements for the initial intake details, making it incredibly difficult to resolve disputes if a customer challenges the initial scope or drop-off condition.

Frequently asked questions