Working with repair orders

The repair order (RO) is the job file. It holds the customer and unit, every line of work, the estimate and approvals, inspections, technician time, parts, billing and photos. One page, from check-in to close.

Find a repair order #

1. Open Service & parts › Repair orders.
2. Search by RO number, customer name, phone or VIN, or filter by status, type (customer or internal) and location.
3. Select the RO number to open it.

(open full size)

1. Walk-in repair order and Internal (inventory) RO.
2. Search and filters. The list starts with All open.
3. Status of each RO.
4. Select a row's RO number to open it.

The repair order page #

(open full size)

1. Status, close and print: Set status, Close RO (with mileage out), Print, Invoice and Unit history.
2. Customer and unit: check-in details, promised time, transportation and advisor. Edit check-in details changes them.
3. Totals: labor, parts, sublet, fees, discounts, tax, total, deposit, paid and balance due.
4. Labor line: operation, technician, estimated, actual and billed hours, rate, pay type and approval.
5. Clock in and Mark complete for the technician. See time clock and My jobs.

Further down the page: Parts, Other charges and discounts, Parts from inventory, Sublet work, Warranty claims (when there are warranty lines), Billing and payments, Estimate and customer approval, Inspections, Customer authorizations, Time entries, and Photos and files with Video links.

Add labor #

1. Open Add labor in the Labor section.
2. Pick a labor Operation (it fills the description, hours and rate) or describe the job yourself.
3. Choose a Technician, the estimated and billed hours and the rate. Empty fields come from the operation and your labor rates.
4. Choose the Pay type: customer pay, warranty, internal, fleet, insurance, goodwill or custom.
5. Choose Approved work, or Recommended (needs customer approval) for work the customer has not agreed to yet.
6. Select Add labor. Use Edit on a line to change it later, or Remove line.

Add parts and charges #

• Parts: for a part from your parts inventory, use Parts from inventory › Add a part from the catalog. It reserves stock and tracks the real cost. See parts on repair orders. For a quick manual line, use Parts › Add a part with a part number, description, quantity, price, source and stock status.
• Other charges: Add a charge or discount with a kind: shop supplies, environmental fee, hazardous disposal, sublet, towing, freight, miscellaneous or discount. Enter a discount as a positive amount.
• Shop supplies and the environmental fee from your settings are added automatically and marked (automatic).
• Outside work goes under Sublet work. See internal ROs and sublet.

Move the RO through its statuses #

Use the status list and Set status. Some statuses change by themselves: sending an estimate sets Waiting on approval, and parts on backorder set Waiting on parts until they arrive.

Close and reopen #

1. Enter the Mileage out next to Close RO and select Close RO.
2. MotoDealerHQ refuses to close while a technician is still clocked in, while recommended items still wait for the customer's decision, or while approved parts are still on order.
3. On close, parts still held for approved work are used, the appointment is marked Completed, and a customer RO gets its invoice if it does not have one yet. Closing a customer RO also starts any "service visit" automations you set up.

A closed RO cannot be changed. To fix something, enter a reason and select Reopen, make the change, and close it again.

How totals are calculated #

• Only approved lines count. Recommended items awaiting approval and declined items are not included.
• Customer-billable pay types (customer, fleet, insurance, custom) make up the customer's total. Warranty and internal / goodwill lines are shown separately and are never billed or taxed to the customer.
• Labor is billed hours × rate. Parts are quantity × unit price. Shop supplies are a percentage of customer labor, up to your cap.
• Tax applies to the taxable lines, at the rooftop's rate (or your accounting default).
• Balance due = total − deposits − payments.

Tips #

• Use Recommended for anything found during the job. It goes on the estimate for the customer to approve or decline.
• Unit history shows earlier visits, readings, parts installed and declined work for the unit.
• Print gives a clean RO for the technician's clipboard.

Permissions #

Limitations #