Two watches from the same brand can look almost identical across a busy counter. A good intake record makes it clear which watch belongs to the customer, what they have asked you to investigate and what condition it was in when they left it.

Use this checklist before the watch goes into the workshop.

For an Android workflow built around these records, see JewelIntake watch repair tracking software.

Identify the watch

Record the details that will help you recognise the watch later:

Brand
Model, if known
Serial or reference number, if it is visible
Case and dial description
Strap or bracelet type
Engravings or distinctive marks
Any box, spare links or other accessories left with it

There is no need to open the watch at the counter just to look for a number unless that is already part of your intake procedure.

Ask the customer what is happening

Write down the problem in the customer’s own terms. Useful descriptions include “stops overnight”, “loses five minutes a day”, “crown will not wind” or “needs a new battery”.

Treat this as the reported problem, not the diagnosis. The cause may only become clear after the watchmaker examines the movement.

Record the condition at drop-off

Check the watch with the customer and note anything that is already worn or damaged:

Scratches, dents or chips on the case and crystal
Stretch or damage in the bracelet and links
Wear to the strap or keepers
Damage to the crown, pushers or bezel
Marks on the dial or hands that are visible through the crystal
External signs of moisture or corrosion
Missing parts

Take a clear photo of the whole watch and closer photos of any notable marks. Check the images for focus, glare and reflections while the customer is still there.

Set clear expectations about water resistance

A customer may assume their watch will have the same water resistance after a battery change or case opening. Ask how the watch is used and explain whether pressure testing is included in the work.

Record what you discussed. Only confirm water resistance when the watch has been serviced and tested using a process suitable for that claim.

Agree what happens if more work is needed

Record the quote, assessment fee or spending limit agreed with the customer. If the cost could change after inspection, note whether you need their approval before continuing. Add any deposit and the expected timeframe.

If original parts may be unavailable, discuss acceptable alternatives before ordering or fitting anything different.

Check the drop-off details together

Before the customer signs, ask them to check:

The watch description and identifying details.
The problem they reported.
Existing wear or damage.
Accessories left with the watch.
The quote, assessment fee or approval limit.
What was agreed about water resistance.

Give them a receipt with the job number clearly shown, so both the customer and your staff can find the repair quickly.

When the customer collects the watch

Record the work completed, the final payment and the collection date before handing the watch back. Give the customer time to inspect it and explain any care advice or limits that apply after the repair.

Capture the collection signature and provide the final receipt. If the repair includes a warranty, put the actual terms on the receipt rather than relying on a verbal explanation.

Watch repair intake checklist

Confirm the customer’s details and open the repair job.
Record the brand, model and any visible identifying numbers.
Describe the case, dial, strap or bracelet.
Write down the problem reported by the customer.
Note existing wear or damage.
Take an overall photo and useful close-ups.
Discuss water resistance when the job involves opening the case.
Record the quote, assessment fee or approval limit.
List everything left with the watch.
Check the details, capture the signature and provide the receipt.

Use the checklist from intake to collection

The checklist is most useful when identification, photos, approval notes, payments and signatures stay attached to the same job reference. JewelIntake keeps those stages together on a compatible Android device and creates separate PDF receipts for drop-off and collection.

Explore the complete feature list or compare the Free and Pro plans.