On the bench and at the counter
Warranty claims
A warranty claim in Fixmo records a faulty item a customer brings back. Staff choose what the customer gets, a replacement, store credit, money back or a wait for the supplier, and follow the faulty unit to the supplier and back until it is closed.
Not on Free.
What it does
A customer comes back with a drive that stopped working after two months. Somebody writes it on a notepad, the drive goes in a box for the supplier, and three weeks later nobody remembers who was promised what.
In Fixmo the claim starts from what the customer bought. Search by serial number, by a sale, invoice or repair code, or by the customer's phone number, and pick the line. Parts fitted in a delivered repair can be claimed too. If the warranty has already ended, Fixmo says so in red and still lets you open the claim, because the supplier's own cover may last longer.
A claim follows two things separately. One is the customer: what they are given, and whether they have it yet. The other is the faulty unit: with the shop, with the supplier, back in stock, back with the customer, written off or kept by the supplier. The status comes from those two, so nobody sets it by hand.
A replacement keeps the original warranty end date. A drive bought on 1 October 2026 with two years of cover is covered until 1 October 2028, whether the replacement came off your shelf or from the supplier.
Fixmo guesses the supplier from the purchase order the serial number arrived on, or from the only supplier linked to the item. An item bought without a supplier is marked Open market, and then there is no supplier step: the shop decides for the customer and keeps the loss.
When a refund or an exchange takes a line back as Defective, Fixmo opens a claim for each faulty unit on its own. The customer is already settled there, so those claims only follow the unit back to the supplier.
How a claim runs
- 01
Open
Find what the customer bought, describe the fault and add up to 5 photos.
- 02
Decide for the customer
Replace from stock, give store credit, refund, or let them wait for the supplier.
- 03
Send to the supplier
Print the supplier slip and mark the unit sent, with their reference.
- 04
Record the answer
Repaired, a new unit, money, credit, or turned down.
- 05
Hand over and close
Give the customer what is waiting for them. The claim closes.
Every capability
| Claims open from | POS sales, invoices and parts fitted in delivered repairs |
|---|---|
| Find it by | Serial number, sale, invoice or repair code, customer phone or name |
| Opened automatically | When a refund or an exchange takes a line back as Defective |
| Statuses | Received, With supplier, Back from supplier, Ready to collect, Closed, Cancelled |
| For the customer | Replacement from stock, store credit, money back, wait for the supplier, or the item back |
| Money back | Only when there is a sale to refund. It goes through a normal refund and its approvals |
| Store credit | Up to what the customer paid for the item |
| Replacement warranty | Keeps the original end date |
| Supplier answers | Repaired it, sent a new unit, paid the shop, gave the shop credit, or turned it down |
| Supplier money | Paid into one of your accounts, or kept as credit for a later purchase order |
| Expired warranty | A red warning. The claim can still be opened |
| Photos | Up to 5 per claim |
| Printing | A slip for the supplier with no customer details, and a receipt for the customer |
| Customer messages | Email and WhatsApp at received, sent, ready and closed, each with its own switch |
| Tracking | A link the customer opens with no login. It never shows the supplier |
Who it is for
Cashier
Opens a claim, sees where it is and hands items over.
Manager
Sets the supplier, sends the unit, records the answer and decides for the customer.
Admin
Everything a manager does, and changes who may do it in Permissions.
Questions
Can the customer always get their money back?
No. Money back needs a sale to refund: a POS sale, or an invoice paid in full. A part fitted in a repair, or an invoice that is not fully paid, gets a replacement, store credit or the item back instead.
Does a replacement start a new warranty?
No. It keeps the end date of the item it replaces. That is different from an ordinary exchange, where the new item gets a warranty of its own from the day of the swap.
What does the customer see?
The claim number, the item, the serial number, the fault and where the claim is, on a receipt and on a tracking page. Never the supplier's name, their answer or any amounts.
Do I have to give a replacement when one is in stock?
No. Staff choose per claim. The customer can wait for the supplier even when a unit is on the shelf.
What happens to a unit the supplier sends back after the customer was already settled?
It goes into stock, with its new serial number if it has one.