Repairs thatprotect the brand you’ve built.
RepairStep is the repair management software for distributors and brand owners. Every repair captured, every customer kept in the loop, every manufacturer claim filed — all from one place.
Free to start. No credit card required.
Run your repair operation from one place.
See everything
Every detail of every repair, at a glance
Open any repair and see the whole story — customer, product, fault, photos, invoices, every email sent and every status change. No matter which channel the repair came in from.
- Take photos on your phone or upload from your computer — every photo linked straight to the repair
- Every store and supplier you work with — contacts, logistics and how each one likes things done, all at hand
- Send emails, leave notes and set tasks or reminders — all from the repair itself
Customers AND stores stop chasing you
Every stage change auto-emails the customer and the store that sent the product in — both with their own tracking page. Per-stage templates, per-audience toggles. Your team saves hours.
- Per-stage email templates — write your own or use the defaults we ship
- Separate notification settings for customers and stores — choose what each audience sees
- Every email and reply logged on the repair, so nothing gets missed
Inside a repair record
Everything lives on the repair itself.
Customer details, fault notes, photos, emails, invoices and the full activity log — all on one page. Here’s what’s on every repair record.
Repair #1027
Bose QC45 — replacement earpad
Customer
Sarah M.
Store
Audio Hub CT
Warranty
In warranty
Days in
3 days
At a glance
Open any repair to see customer, product, status, warranty, repair notes and customer communications. No more juggling emails, spreadsheets or scribbled notes to find out where things stand.
Actions
Send email
Auto-attach to repair
Make a repair note
Internal only
Set a task
Follow up on payment
Upload photo
From phone or computer
Reply to message
From the customer
Every action, one place
Send an email, make a repair note, set a task, attach a photo, reply to a customer message — every action lives on the repair itself.
Activity log
Stage: Submitted → Received
Today, 9:00 AM
Note: "Cracked left earpad"
Today, 10:15 AM
3 photos uploaded
Today, 11:30 AM
Email sent to customer
Today, 2:15 PM
Stage: Diagnosed → Repairing
Today, 3:00 PM
The full story
Every status change, email sent, reply received, photo uploaded and note added — logged automatically as your team works.
Email thread
Audio Hub
Today, 10:42 AM
We've received your Bose QC45. Left earpad is cracked — ordering a replacement now.
Sarah M.· reply
Today, 11:15 AM
Thanks for the update! How long do you think the repair will take?
Audio Hub
Today, 2:30 PM
Replacement arrives tomorrow. Should have it back to you in 2-3 days.
Sarah M.· reply
Today, 4:08 PM
Thanks! Will I get a notification when it's ready to collect?
Customer replies stay on the repair
Send the customer an email update from the repair. Any reply lands back on the same repair page. No more chasing answers across separate email threads.
Photos
6 attachedAdd photos from your phone
Photos taken on a phone or uploaded from a computer land on the repair record — organised as intake, in-repair or on return.
Money
Warranty
In warranty
Claim pack
Ready to send
Customer invoice
Payment received
Don't carry the cost
For repairs, send the customer an invoice and keep track of the payment. For in-warranty repairs, bundle into a claim pack you can send to the manufacturer. Either way, the money you're owed doesn't quietly disappear.
What the customer sees
Customers get their own tracking page.
Every stage change auto-emails the customer a link to their tracking page — status, progress, repair notes and a way to reply if they have a question. Customers stay in the loop without anyone lifting a finger.
What Sarah sees
Your Bose QC45 — repair update
Submitted
Received
Diagnosed
Repairing
Shipped
Complete
Latest update from Audio Hub
“Replacement earpad arrives tomorrow — we’ll have it back to you in 2-3 days.”
— Pieter, Audio Hub
Sarah replied
“Thanks! Will I get a notification when it’s ready to collect?”
2 hours ago
Make it yours
Built around your business
Stages, repair forms, email templates and branding all get configured once to match how your business operates — including multi-brand theming if you service more than one identity.
- Design your repair stages — customer-facing or internal-only, your call
- Configurable repair forms — collect what you need, nothing you don't
- Multi-brand theming — for distributors that service more than one brand
Insights you can act on
See what's in for repair right now, what's still outstanding and how this week is shaping up — all at a glance. Over time, the deeper patterns surface too: top failing products, stuck stages, slow stores and turnaround trends.
- Spot the products that keep coming back — failure patterns by brand and product
- Find your real bottleneck — time spent at each stage of your pipeline
- See where the bulk of your work comes from — by store, brand or channel
Default pipeline
11 customizable stages
Repair Submitted
Assessment Invoice Sent
Awaiting Assessment Payment
Waybill Sent
Product Received
Under Assessment
Repair Quote Sent
Awaiting Repair Payment
Repairing
Ready for Return
Completed
Add, rename, reorder or archive any stage. Mark them customer-facing or internal-only.
Insights dashboard
Insights you can act on.
See what’s in for repair right now, what’s still outstanding and how this week is stacking up. Over time, deeper patterns surface too, highlighting top failing products and where repairs get stuck. All from data RepairStep captures as your team works.
Workshop snapshot
This week
In for repair
7
+2 vs last week
Awaiting repair payment
3
+1 vs last week
Avg turnaround
11.5 days
-1d vs last week
Completed
9
+1 vs last week
Most-returned products this month
Don't lose money
Don't end up paying for someone else's repair
Every repair is pre-classified as in-warranty or out-of-warranty using rules you set — yours to confirm or change on the repair itself. For out-of-warranty repairs, send the customer an invoice and keep track of payment. In-warranty repairs bundle into a manufacturer claim pack — photos, fault notes and serials sent with a shareable link. Either way, the money you're owed doesn't quietly disappear.
- Warranty rules pre-classify every repair as in or out — yours to confirm or change
- Out-of-warranty repairs: send the customer an invoice and keep track of payment
- In-warranty repairs bundled into a manufacturer claim pack — photos, notes, serials and a shareable link
Some questions don't need a repair
Not every customer question is a repair. RepairStep has a dedicated query system that catches pre-repair questions, lets you respond with photos, notes or a quick fix, and only escalates to a real repair when the product actually needs to come in.
- Save the cost and back-and-forth of shipping products that didn't need to come in — customer queries handled before anything moves
- Customers submit questions through your website or in-store — staff respond with notes, photos or a quick fix, no product needs to ship
- Escalate to a real repair in one click if the product does need to come in — no info lost in the handover
When stores you supply are also on RepairStep
Repairs from connected stores arrive ready to work on.
Every repair they send you flows straight into your pipeline — no PDFs, no calls, no re-typing. Your stage changes update their screen and their customer's tracking page at the same time, quietly in the background. You set what each audience sees; the customer always gets clean, consistent updates straight from your pipeline — one source of truth across the supply chain.
Repairs, finally sorted.
Every detail visible at a glance. Every customer kept in the loop. All quietly under control.
Not a distributor? See RepairStep for stores →