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Help centre · Point of sale

Repairs and warranty claims

Take in a device a customer brings back, check its warranty from its IMEI, print a job card, send it to the service centre and hand it back.

Who can do this: Owners, store managers and cashiers (the Take in repairs permission)

Take a device in

  1. Go to Point of sale → Repairs and press New repair.
  2. Scan or type the serial number or IMEI first (on the box, the back of the phone, or dial *#06#), then press Look it up. If you sold it, Sevo fills in the product, the bill and the customer, and says whether it is under warranty.
  3. Check the customer's name and phone number. For a device you did not sell, type its make and model.
  4. Write what is wrong in the customer's words, tick what came with it (charger, box, cover...) and note any scratches or cracks already there.
  5. If it is not under your warranty, choose Paid repair or Warranty claim (the customer has their own proof).
  6. Press Take it in, then Print job card and give the card to the customer.

Never write down the customer's PIN or password. Tick Customer will unlock it when asked instead.

Follow it until it is handed back

The tabs show what is open, what is at the service centre and what is ready. A job at the service centre for more than two weeks says chase it.

Find a job by its number, the customer's phone number or name, or the IMEI.

  1. Open the job from the Repairs list. The next step is the main button.
  2. Send to service centre: choose the service centre (add it under Purchasing → Suppliers first) and type their reference.
  3. When it comes back, press It came back and choose Repaired, Replaced with a new unit (type the new number) or Cannot be repaired.
  4. Or press Repair it here for repairs you do yourself, then Mark ready when it is done.
  5. Call the customer, and when they come press Hand back.

Let the customer follow it

The job card has a QR code. The customer scans it with their phone camera and sees where the device is, what has happened and how to call you, in English, Sinhala or Tamil. No account is needed.

When it is ready, open the job and press Message the customer on WhatsApp. WhatsApp opens on your phone or computer with the message typed in and the link included; check it and press Send. Copy the status link to send it another way.

Cancel a repair

Open the job, press Cancel repair, say why (for example, the customer took it back) and press Cancel the repair. The job stays in the Done tab with the reason.

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