Audience: front desk staff who hand repaired devices back to customers.

When a repair is done and the customer comes to collect the device, you release the order to the customer. To do this, you change the order's internal location to With customer. Fixably records when the device left your shop and who handed it over, and the order drops out of your active lists.

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

Find the order

In this example, a customer in Dallas comes in to pick up a Galaxy S24 that had its battery replaced.

1. Ask the customer for their name or order number.
2. Type it in the Search... bar at the top of the screen and press Enter to open the order.

Check the order before the handover

1. Check the Status. In this example, it's Ready for pickup.
2. Read the resolution note in the order timeline. It tells you what was done, so you can explain the repair to the customer.
3. Check the badge in the top right of the order. Still to be paid shows the amount the customer still owes. If it shows an amount, take payment before you hand over the device.
   

Release the device to the customer

1. In the right-hand panel, find Internal location. It shows In service, which means the device is still at your shop.
2. Click In service and choose With customer from the list.
   
3. Fixably confirms that the order was released to the customer. Internal location now reads With customer.
   

Fixably records the release with the date and the person who did it. If there is still an open manufacturer repair on the order, Fixably closes it as part of the release.

Good to know

• Credit hold: if the customer is on credit hold, your shop may block the release until the hold is cleared. See How does Credit Hold work?
• Automatic closing: if the order is fully paid and your shop closes orders automatically, releasing the device can close the whole order in one step. See How can Fixably automatically close Orders based on specific criteria?
• Taking payment first: see How do payments and billing work?

Related articles

• The Order Journey: Intake, Repair & Return
• How does Search work?
• How do payments and billing work?
• How does Credit Hold work?
• How can Fixably automatically close Orders based on specific criteria?