How to Handle Repair Comebacks and Warranty Returns

1. Find the original ticket first

Before touching the device, pull up the original repair. Check what was done, which part went in, the date, and the notes taken at intake. A clear ticket history turns "you broke it" into a calm, factual conversation.

2. Open a new ticket linked to the old one

Don't edit the original job. Log the comeback as its own ticket and reference the first one. That keeps a clean record of how often each repair type or part comes back.

3. Re-check the device in front of the customer

Repeat the same intake checks you did the first time: power, display, touch, cameras, charging, buttons. Note any new damage, such as drops or liquid, with photos.

4. Decide: our fault, part failure, or new damage

• Workmanship or part issue: fix it at no charge and say so clearly.
• New damage: explain what you found, show the photos, and quote it as a new repair.
• Unclear: test longer before promising anything.

5. Keep the customer updated

A comeback customer is already frustrated. Send status updates as the job moves so they never have to call to ask.

6. Review comebacks monthly

Count comebacks by repair type and part. If one screen batch or one technician shows up again and again, you have found your next fix.

RepairAmigo is free repair shop software with tickets, customer history and repair status updates, so tracking comebacks takes seconds instead of digging through paper.