How to Improve Your Jewellery Repair Intake Process

When a customer leaves an item for repair, make sure you both understand what has been handed over, what condition it is in and what work they want done before it goes into the workshop.

The process does not need to slow down the handover. A few consistent checks at intake can prevent uncertainty later, especially when several staff members handle the same job.

If you want to turn this process into one structured Android record, see how JewelIntake jewellery repair software handles item details, condition photos, payments, signatures and receipts.

1. Check the customer details

Confirm the customer’s name and preferred contact number before opening the repair job. If they have visited before, update their existing details instead of adding another copy of the same customer.

The job number created at intake should stay with the repair from drop-off to collection. Use it on the receipt and whenever you discuss the job with the customer.

2. Describe every item in the job

“Gold ring” is rarely enough to identify a piece. Write a description that another member of staff could use to recognise it without asking the person who booked it in.

Depending on the item, record:

• The type of jewellery
• Metal or material, if known
• Stones and settings
• Hallmarks, engravings or other identifying details
• Size or measurements
• What the customer says is wrong
• The work they are asking for
• Existing wear or damage
• Any special instructions

When a customer leaves several pieces at once, keep them under the same repair job but describe each item separately.

3. Write down what you can see

Note the condition of the item as it arrives. This might include worn claws, a loose stone, scratches, dents, missing parts or signs of an earlier repair.

Keep these observations separate from the customer’s description of the problem. Intake is not always the right time for a full diagnosis, so avoid wording that sounds like a confirmed cause or a promise about the repair.

4. Take useful condition photos

Take one clear photo of the whole item, followed by closer photos of the repair area and any existing damage. Use a clean background and check for blur, shadows and heavy reflections before moving on.

A handful of useful photos is better than a gallery of near-duplicates. Each image should identify the piece or show something worth having on record.

5. Be clear about the price and what needs approval

Tell the customer whether the amount is a firm quote, an estimate or a fee for assessment. Record any deposit and make it clear if you will contact them before carrying out work above an agreed amount.

If you discuss timing, be equally clear about whether you are giving an expected date or promising a completion date.

6. Check the details with the customer

Before asking for a signature, let the customer review the item description, condition, requested work, price and deposit. Correcting a detail now is much easier than trying to reconstruct the conversation later.

Only ask the customer to sign information they have had the chance to read.

7. Give the customer a drop-off receipt

The receipt should give the customer a clear record of what they left with you. Include:

• Your business and contact details
• Customer details
• Job number and drop-off date
• A separate description of each item
• Existing condition and requested work
• Quote or estimate details
• Deposit paid and balance owing
• Relevant condition photos
• The signer’s name and signature

Send or print the receipt using the customer’s preferred method, and keep the business copy with the repair record.

For a detailed breakdown, read what to include on a jewellery repair receipt.

8. Keep the record up to date

Update the job when it is quoted, approved, being repaired and ready for collection. Add notes or photos when they help explain what changed during the work.

Before handing the item back, record the completed work and final payment. Let the customer inspect the item, collect their signature and provide the final receipt.

Jewellery repair intake checklist

1. Confirm the customer’s contact details.
2. Open the repair job.
3. Describe each item separately.
4. Record the customer’s concern and the condition you can see.
5. Write down the requested work and any special instructions.
6. Take clear, useful photos.
7. Record the quote or estimate, deposit and balance.
8. Ask the customer to check the details.
9. Capture the signature.
10. Provide the drop-off receipt.

A consistent intake process means anyone in the shop can understand the repair record. Staff spend less time chasing missing details, and customers receive a clearer account of what was agreed.

Put the checklist into a repeatable workflow

A checklist works best when every staff member records information in the same place and the record remains available after the item leaves the counter. JewelIntake keeps these stages under one job reference on a compatible Android device, from intake details and photos to the signed collection receipt.

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