A Better Jewellery Repair Intake Process

A reliable jewellery repair intake process gives the customer and the repairer the same understanding of the job. The aim is not to collect as much information as possible. It is to record the details that identify the item, explain its condition and define what happens next.

The best time to do this is while the item and customer are still at the counter.

1. Confirm the customer and create the job

Start with a unique job reference and the customer’s current contact details. Check the spelling of the name, confirm the phone number and update an existing customer record rather than creating a duplicate.

Use the same job reference for the item records, photos, quote, payments, signatures and receipts. Staff should be able to search that reference and see the complete history.

2. Describe each item separately

Avoid descriptions such as “gold ring repair”. They are too broad to identify the piece or explain the work.

A useful item record can include:

• Item type and category
• Metal or material, where known
• Visible stones and settings
• Hallmarks or distinguishing features
• Size or measurement
• Customer-reported issue
• Requested work
• Existing condition
• Special handling instructions

If several pieces arrive together, give each one its own item record within the same job.

3. Separate condition from diagnosis

Record what can be seen at intake, such as worn claws, loose stones, scratches, dents, missing components or evidence of an earlier repair. Keep the customer’s description of the problem separate from the repairer’s observations.

Counter intake is not always a full technical assessment. Clear wording prevents an initial observation from being mistaken for a final diagnosis or promise.

4. Take photographs that support the record

Begin with an overall photograph that identifies the item. Add close views of the repair area, existing damage and any feature that may matter later.

Use a clean surface, steady lighting and enough detail to show the condition. Check every image before the customer leaves. A blurred or heavily reflected image may not help when the job is reviewed.

5. Record the quote and approval position

State whether the amount is a confirmed quote, an estimate or subject to assessment. Record any deposit, approval limit and balance owing.

If timing is discussed, use wording that reflects what the business can reasonably commit to. A target date and a guaranteed completion date are not the same thing.

Apply tax wording consistently with the business’s registration and pricing method.

6. Let the customer review the details

Before collecting a signature, give the customer an opportunity to check the item description, requested work, condition notes, quote, payment position and customer-facing terms.

The signature should confirm information that was available to read, not wording that was added afterwards.

7. Issue a drop-off receipt

A practical drop-off receipt should include:

• Business and customer details
• Job reference and date received
• Separate details for each item
• Existing condition and requested work
• Quote and deposit information
• Relevant customer-facing notes
• Selected condition photos
• Signer name and signature

Share the receipt using the customer’s preferred method and keep the business copy attached to the same repair record.

8. Keep the job current

Update the status as the work moves through assessment, approval, repair and collection. Add progress or completed photos when they help document the work.

At collection, confirm the final payment position, record the work completed and capture the collection signature before issuing the final receipt.

Jewellery repair intake checklist

1. Confirm the customer’s contact details.
2. Create a unique job reference.
3. Record each item separately.
4. Note visible condition and the reported issue.
5. Record the requested work and any special instructions.
6. Take clear condition photos.
7. Enter the quote, deposit and balance.
8. Let the customer review the record.
9. Capture the signature.
10. Issue the drop-off receipt.

A consistent intake process saves time after the item leaves the counter. Staff can answer questions from the job record instead of relying on memory or disconnected notes.