Repair, unit, quote, registration & SLA status reference
A repair's detail page (Orders → Repairs, then open any repair) carries its own vocabulary — a case-level status on the header, and a work stage and, once it's done, an outcome on each unit underneath it. This page is the lookup for all of it. For the day-to-day flow, see Create a repair and Diagnose and work a unit.
The repair detail page
Tab bar
A tab bar sits above the title: Overview, Units (with a count), Costs & billing, Shipments (with a count), Communication, and Activity. The tab you're on stays in the page's address, so you can refresh or share a link straight to it. Once your window is wide enough (roughly 1500 pixels or more), Communication moves out of the tab bar into a side rail next to whichever tab is open; on a narrower window it's a tab again.
Opening the Units tab on a repair with no units yet shows an explainer instead of a table:
No units on this repair Each piece the customer sends (a necklace, one earring of a pair…) is a unit with its own stage, diagnosis and outcome.
Header chips
The header always shows the repair number (for example RO-2026-00412) and a case-status chip (see Case status below), then:
| Chip | What it shows |
|---|---|
| Coverage | One chip per distinct coverage among the repair's units — In warranty, Out of warranty, or Goodwill — with a ×N count when more than one unit shares it. Hover it for the matched policy's name and every coverage reason recorded, including an override reason. With nothing recorded yet, the hover reads "No coverage reasons recorded yet." |
| SLA (clock icon) | The repair's live turnaround position — see SLA chip below. Omitted until an SLA policy applies. |
| Decision (gavel icon) | A separate clock from submission to the coverage decision — see Decision clock chip below. Omitted until an SLA policy applies. |
| Source | Where the claim came from — Portal, Shopify, B2B portal, API, Internal, and so on. |
Below the money totals (Warranty, Goodwill, Billable, Paid, and Expected supplier recovery) roll up live from the units' cost lines — once a quote is accepted, Billable reflects its total. These are rollups you read, not fields you edit here; they update the moment a cost, part, labour entry, or quote changes.
Case status (header)
Case status is the repair's overall status. It rolls up automatically from its units' work stages — only Awaiting customer, Rejected, and Canceled are ever set by hand (through Reject, Cancel, or the pause that sending a quote or an information request triggers).
| Status | Meaning |
|---|---|
| Draft | Saved internally; the customer hasn't been notified. |
| Requested | Submitted and waiting for its first unit to be dealt with. |
| Awaiting item | Waiting for the piece to physically arrive. |
| In progress | At least one unit is being worked. |
| Awaiting customer | Paused — waiting on a quote decision or requested information. Set automatically when you send a quote or request information, or by hand. |
| Ready to return | Every unit is resolved and ready to ship back or has already been handled. |
| Returned | The piece has gone back to the customer. |
| Closed | Done and settled. |
| Rejected | The claim was declined. |
| Canceled | Stopped before any work started. |
Closed, Rejected, and Canceled are terminal: the case becomes read-only except for its tags and notes, and Reopen (which needs the Update repairs permission) is the only way back.
Work stage (per unit)
Each unit on a repair has its own stage, independent of the case status above it:
| Stage | Meaning |
|---|---|
| Pending receipt | Logged, but the piece hasn't arrived yet. |
| Triage | On the bench, being assessed. |
| Diagnosing | Being worked up — what's wrong, and what it needs. |
| Awaiting approval | Waiting on the customer's decision on a quote. |
| Awaiting parts | Blocked on parts. |
| In repair | Actively being repaired. |
| At vendor | Dispatched to an outside repair vendor. A unit leaves this stage only through Receive back on its dispatch; its Resolve button stays disabled until then (hover it for why), unless the unit was claimed as missing. |
| Quality check | Work is done; being checked before it's marked resolved. |
| Resolved | Done — an outcome has been set (see below). |
Triage, Diagnosing, Awaiting parts, In repair, and Quality check are the stages a technician works from the bench queue. Only specific moves are allowed between stages, so a unit can jump straight from Pending receipt to Resolved for a no-return-needed claim, but Quality check can only go back to In repair or forward to Resolved. A resolved unit has no forward move at all; it's reopened only through Unresolve.
Clicking a stage a unit can't move to directly explains why instead of just failing — for example, "A unit can't move from Diagnosing to Resolved." Hovering the unit's current stage reads "Current stage."
"Someone else just changed this unit"
If two people change the same unit at the same moment, the second save gets a warning — "Someone else just changed this unit. The page has been refreshed: check it and try again" — and the page reloads the fresh data for you.
Outcome (set at Resolve)
Once a unit reaches Quality check, Resolve opens a grid of exit paths. Each card states its effect on stock, cost, and the customer in plain words, so you can compare them before choosing:
| Resolve option | Becomes outcome | Stock | Cost | Customer | Only offered when |
|---|---|---|---|---|---|
| Repaired / replated | Repaired | No stock change for the piece itself. | Parts, labour, and freight stay on the cost record under their bill-to. | The piece goes back; a return shipment can be created for you. | — |
| Send a part | Parts sent | A zero-priced parts order ships the part from stock through normal fulfillment. | The part's cost posts to warranty or goodwill expense instead of cost of goods sold. | Keeps their piece and receives the part with tracking. | — |
| Replace | Replaced | A replacement order ships a new piece (same SKU, a substitute, or just the failed set component). Once the original arrives it becomes yours. | Replacement cost posts to warranty or goodwill expense. | Gets a new piece; no return needed when the claim was replace-first. | — |
| Refurbish to stock | Refurbished to stock | Repaired and received into a target SKU (same, blemished, or a refurbished SKU). | Unit, parts, and labour are capitalized into the new stock layer; anything above resale value can be expensed. | No customer impact — this unit is already yours. | The piece is already brand-owned |
| Can't repair — credit | Unrepairable — credited | The piece becomes yours (scrap it or harvest parts). | A refund, store credit, or discount code is issued and linked to this unit. | Receives the credit and an explanation; a discontinued piece defaults to store credit at the price paid. | — |
| Can't repair — return as-is | Unrepairable — returned as-is | No stock change, unless the customer asks you to dispose of it. | An assessment fee applies only if the policy allows it. | Piece is returned with an explanation, or disposed of with their written consent. | The customer still owns the piece |
| No fault found | No fault found | No stock change. | Charged per policy (default: nothing); counted separately in reports. | Returned with a note. | The customer still owns the piece |
| Customer declined the quote | Declined by customer | No stock change, unless they ask you to dispose of it. | Return freight can be billed to the customer. | Returned as-is, or disposed of with consent. | The customer still owns the piece |
| Not covered | Not covered — returned | No stock change, unless disposed of with consent. | No warranty cost; an assessment fee applies only if the policy allows it. | Returned with a polite explanation, or disposed of with consent. | The customer still owns the piece |
| Scrap | Scrapped | Written off through an inventory adjustment. | The unit's cost is expensed. | No customer impact — this unit is already yours. | The piece is already brand-owned |
Once resolved, the unit's outcome shows as a chip wherever the unit appears (the Units tab, the board, the Overview summary) using the Becomes outcome label above — for example a unit resolved with Send a part shows Parts sent.
A resolved refurbished to stock unit shows a Refurbish cost breakdown on its card — unit cost, parts, labour, vendor fee, and total, next to what it can sell for and whether that total was capitalized into stock or partly expensed — plus a link to the product it was received into. See Resolve a unit for the same figures shown as a preview before you resolve.
Taking ownership once a replacement unit arrives
Resolving with Replace or Can't repair — credit doesn't wait for the original piece to physically show up — the replacement or credit goes out right away. Once the customer's original piece does arrive, use Unit arrived — take ownership on that unit (it's offered for both a replaced unit and a credited one) to record where it goes: added to stock, a blemished SKU, kept for further repair, or discarded.
Approval tier
Each unit's Risk signals card carries a chip showing how much scrutiny its claim needs before it's accepted:
| Tier | Meaning |
|---|---|
| Auto-approve | Low-value claim with no warning signals. |
| Photo review | Worth a look at the photos before accepting. |
| Inspect in hand | Needs the piece in hand before deciding — forced by any "hard" warning signal, or two or more signals together. |
Hovering the chip shows exactly which value or signal decided it. With no risk signals at all, the card reads "No risk signals on this unit."
SLA and the decision clock
SLA chip
The SLA chip tracks the repair's overall turnaround promise:
| State | Shown as |
|---|---|
| Not started | SLA not started |
| On track | Due {date} · N days left |
| Due soon | Same as above, in a warning color |
| Overdue | Overdue N days |
| Paused | SLA paused |
| Met (closed on time) | SLA met |
| Missed (closed late) | SLA missed |
The repair's own header uses the labels above. The repairs list and the Repairs card on a customer, product, supplier, serial number or sales order show the same chip without the SLA prefix, for example Met or Missed; hover it for the full due time. The repairs list, the Repairs card, the board, the bench and the repair's own header all show the same count: Overdue N days counts whole days late (at least 1), and N days left rounds up.
The clock pauses by default while the case is Awaiting customer or any unit is Awaiting item (before the first receipt) — a policy can also pause it on Awaiting parts. A business-day policy walks your holiday calendar rather than raw calendar days.
Decision clock chip
A separate clock from submission to the coverage decision (accept, reject, or otherwise leave review), paused the same way while the case is Awaiting customer:
- Still deciding: Decision by {date} (or Overdue/due soon coloring as it nears or passes that date).
- Decided: Decided {date}, colored by whether it was decided inside its target.
Hovering shows the target in business days.
Alerts
A scheduled sweep raises — and automatically clears — these alerts, delivered through your normal alert preferences:
| Alert | Fires when |
|---|---|
| Repair Due Soon | The repair is nearing its SLA due date. |
| Repair Overdue | The repair has passed its SLA due date and isn't finished. |
| Repair Stage Target Missed | A unit has sat in one work stage (for example Triage) past that stage's own target. |
| Repair Vendor Overdue | A dispatch to an outside vendor has passed its expected-back date. |
| Repair Quote Expiring | A sent quote is within 48 hours of its expiry. |
| Repair Waiting on Parts | A unit has been Awaiting parts past the delay threshold. |
| Repair Loaner Overdue | A loaner unit has passed its due date. |
| Repair Claim Decision Overdue | The decision clock above has passed its due date with no decision yet. |
Each alert clears itself the moment its condition stops holding — a unit moves on, a quote gets answered — without anyone needing to dismiss it by hand.
Who counts as a technician
SKU.io has no separate "Technician" role to assign. Anyone holding the Bench permission counts as a technician everywhere the product shows them — the bench queue, round-robin assignment, and rate overrides — and tenant admins count automatically. Grant it from Settings → Users & Permissions → Roles; see the roles and permissions reference.
Until at least one person holds it, Settings → Repairs & Warranty → Rates shows an inline note in place of the technician-rate list: "No one holds the Bench permission yet, so there's nobody to set a technician rate for. Grant it from Roles first, then come back to add a rate."
Related
- Create a repair — where a repair and its units start out.
- Diagnose and work a unit — moving a unit through these stages from the bench.
- Resolve a unit — choosing an outcome and what happens next.
- How warranty coverage is decided — how a unit gets its coverage chip.
- Set SLA policies and labour/bill rates — where SLA policies, the turnaround clock, and technician rates are configured.
- Choose which alerts your team gets — delivery for every alert above.
- Roles and permissions reference — every repair permission, including Bench.