Why Poorly Managed Repairs Make Stores Stop Selling Your Products

When a store decides which products to sell, price and demand matter. So does what happens when something goes wrong.

If a repair takes months, and nobody can tell the store what’s happening, the store gets the angry phone calls. Its customer blames the store, not you. After that happens a few times, your products start to look like more trouble than they’re worth.

Most stores won’t tell you this. They just stop recommending your products, and they order fewer of them next time.

Repairs may not be the main part of your business, but they’re part of what your stores are buying from you.

What stores want from you

Stores don’t expect every repair to be quick. They know some take time. What they want is simpler than that.

None of this is complicated, but it’s hard to do from a shared inbox and a spreadsheet when you’re handling many repairs for many stores.

Make it easy to send repairs in

Stores can send you a repair through a simple form, with no account needed. You get the customer, the product and the fault in the same format every time, so you’re not retyping details from an email or working out what a store meant.

If a store is on RepairStep too, its repairs come straight through to you, ready to work on.

Answer the question before they ask

When you move a repair forward, an update is ready to go to both the customer and the store. Each of them has a page where they can see how the repair is going, so they don’t need to call you to find out.

You decide what each of them sees at every stage. Your internal notes stay private.

This takes pressure off your team. It also changes how stores feel about dealing with you, because they’re no longer left waiting and wondering.

When a store does call

Some stores will still pick up the phone, and that’s fine. Whoever answers can open the repair and see the whole story: the store, the customer, the product, the fault, the photos and every email and status change.

Nobody has to ask who’s dealing with it, and nobody has to call back. The store gets an answer on the first call, whoever picks up.

See which stores and products need attention

Once your repairs are in one place, you can start to see patterns: which stores send you the most work, how long repairs sit at each stage and which products keep coming back.

That helps you fix what’s slowing things down before your stores notice. And if a product keeps failing, you have the information you need to take it up with your own supplier.

You can try it on your first 20 repairs for free, with all the features and no credit card.