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, in one place
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, all linked straight to the repair
- Every store and supplier you work with stays on file: contacts, logistics, and how each one likes things done
- 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 get their own tracking page, and you decide what each audience sees per stage. Your team saves hours.
- Write your own per-stage email templates, or use the defaults we ship
- Choose what customers see and what stores see, independently
- 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 headphones — 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. All logged automatically.
Email thread
Audio Hub
Today, 10:42 AM
We've received your Bose headphones. 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 out-of-warranty 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 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 updated without anyone having to send anything.
What Sarah sees
Your Bose headphones — 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 get configured once to match how your business operates, including multi-brand theming if you service more than one identity.
- Design your repair stages and mark each one customer-facing or internal-only
- Configure your repair forms to 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. Over time, the deeper patterns surface too: top failing products, stuck stages, slow stores and turnaround trends.
- Spot the products that keep coming back. See failure patterns by brand and product.
- See how long repairs sit at each stage, and find where things really bottleneck
- See which stores, brands and channels send you the most work
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 disappear.
- Set the warranty rules once. Every new repair gets classified in or out, ready for you to confirm.
- Out-of-warranty repairs: send the customer an invoice and keep track of payment
- In-warranty repairs bundle 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. Queries get handled before anything moves.
- Customers submit questions through your website or in-store. Staff respond with notes, photos or a quick fix, and no product needs to ship.
- Escalate to a real repair if the product does need to come in, and no info gets 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. When you update a stage, their screen and their customer's tracking page update with it. You decide what each audience sees, and the customer always hears the same story you do.
Not a distributor? See RepairStep for stores →