Audience: front desk staff and technicians who check in devices that customers booked in advance.

When a customer books a repair online or by phone, Fixably creates the order before the device arrives. When the customer drops off the device, you receive the order. This tells Fixably the device is now at your shop, so the clock starts on the repair. Then you check the device and give the order a technician.

Booked through the Appointment calendar? This article covers booked orders that have no appointment in your Appointment calendar. If the customer has an appointment there, whether your staff booked it or the customer booked it on your booking site, check them in from the appointment instead. See How do I check in a customer who booked an appointment?

Prefer to watch? Here's a 2-minute video walkthrough.

Find the booked order

In this example, a customer in Austin booked an iPhone 14 screen repair online and has just walked in to drop it off.

1. In the sidebar, open Orders and select Incoming. This list shows orders that were booked but not dropped off yet. The Internal location column shows With customer for each one.
   
2. Click the order number to open the order.

Receive the order

1. On the order, check the right-hand panel. Internal location shows where the device is right now. Before you receive it, it says With customer.
2. Click Receive in the toolbar at the top of the order.
   
3. Fixably confirms that the order was marked as arrived at your service location. Internal location now reads In service.
   

From now on, Fixably tracks how long the order spends in each status. Depending on how your shop is set up, the status can also move forward on its own. In the video, the order moves from In queue to Diagnosing.

Check the device

1. Before you put the device on the shelf, compare the device card on the order with the device in your hand. Check the serial number and the model. It's much easier to fix a mismatch now than later.
2. If the customer left accessories or gave you a passcode, type it in the Add Note... field on the order and save it as a note.

Assign a technician

1. In the right-hand panel, click the value next to Technician (it shows No information until someone is assigned).
2. Pick the technician from the list.
   
3. Fixably confirms that the technician has been set for the order.
   

If you're doing the repair yourself, click Take assignment in the toolbar instead. It assigns the order to you in one click.

The order now has an owner. It leaves the unassigned queue and shows up on the technician's own list.

Good to know

• Wrong queue? The queue button in the toolbar (for example iOS) shows which queue the order is in. Click it to move the order if it landed in the wrong place.
• After assigning: the Take assignment button changes to Free assignment, and a Close button appears in the toolbar.
• Customer has an appointment? Mark them as arrived and run your check-in macro from the appointment. See How do I check in a customer who booked an appointment?
• Walk-ins without a booking: if there is no order yet, create one first. See How do I create a new Order?

Related articles

• How do I check in a customer who booked an appointment?
• The Order Journey: Intake, Repair & Return
• Order Lists User Guide
• How do I set up Queues?
• How do I set up Order Statuses?
• How to set up Storages and shelf placement for repair orders