Watch Repair Intake Checklist for Repair Counters

Watch repair intake needs more detail than a generic item description. Watches can look similar across a busy counter, while differences in reference numbers, bracelets, condition and customer expectations can change the scope of the job.

This checklist covers the information worth recording before the watch moves into the workshop.

Identify the watch

Record enough information to distinguish it from every other watch in the shop:

• Brand
• Model, if known
• Serial or reference number, where visible
• Case and dial description
• Strap or bracelet type
• Distinctive marks or engravings
• Accessories left with the watch

Do not dismantle the watch at the counter simply to find a number unless that is part of the business’s authorised intake process.

Record the customer’s description of the problem

Write the issue in practical terms, such as “stops overnight”, “loses five minutes a day”, “crown will not wind” or “battery replacement requested”.

The customer’s report is not the same as the workshop diagnosis. Keeping the two separate prevents an initial symptom from being mistaken for an agreed repair.

Check visible condition

Record the condition that can be seen at handover:

• Scratches, dents or chips on the case and crystal
• Worn, stretched or damaged bracelet links
• Strap wear or broken keepers
• Crown, pusher and bezel condition
• Dial or hand marks visible without opening the case
• External signs of moisture or corrosion
• Missing parts

Take an overall photograph and close views of notable marks. Check for focus, glare and reflections before accepting the images.

Discuss water resistance

Customers may assume that a battery replacement or case opening leaves the watch suitable for the same water exposure as before.

Record whether water resistance was discussed, whether testing is included and what outcome was agreed. Only describe a watch as water resistant when the service process, equipment and test result support that statement.

Confirm the quote and approval

Record whether the job has a confirmed quote, an assessment fee, an approval limit or a requirement to contact the customer before further work. Add any deposit and expected timing.

If replacement parts may differ in appearance or original parts may not be available, record the agreed approach before the repair begins.

Review the drop-off record

Before the customer signs, ask them to check:

1. Watch identification.
2. Reported issue.
3. Existing condition notes.
4. Condition photos.
5. Accessories left with the watch.
6. Quote or approval position.
7. Water-resistance wording.

Provide a receipt with a clear job reference so the customer can identify the repair when contacting the shop.

Complete the collection

At collection, record the work completed, final payment position and collection date. Give the customer an opportunity to inspect the watch and explain any relevant care instructions or limitations.

Capture the collection signature and issue the final receipt. If the business provides a repair warranty, place the actual terms on the receipt rather than relying on a verbal summary.

Watch repair intake checklist

1. Confirm the customer and create the job reference.
2. Record brand, model and visible identifying numbers.
3. Describe the case, dial, strap or bracelet.
4. Note the customer’s reported issue.
5. Record visible condition.
6. Take an overall photo and useful close views.
7. Discuss water resistance where relevant.
8. Confirm the quote, approval limit or assessment process.
9. Record accessories left with the watch.
10. Review the details, capture the signature and issue the receipt.