Repair Shop Intake Form: What to Collect and Why (Free Template)

A customer drops off a laptop for repair. You fix the screen. They pick it up and say: "The screen looks great, but this scratch on the back wasn't there before."

Was it? You don't know. You didn't document the condition at intake. Now it's your word against theirs, and you're either eating the cost or losing a customer.

A proper intake form prevents this. It also speeds up your work, sets customer expectations, and gives you everything you need to contact the customer throughout the repair. Here's what to collect and why.

The essential fields

Not every repair shop needs the same form, but these fields are universal:

1. Customer contact info

• Name — obvious
• Phone number — this is how you'll send status updates. Mobile number, not landline. Ask: "What's the best number to text you at?"
• Email (optional) — backup contact method, useful for sending quotes or invoices

Why it matters: Without a working phone number, you can't send status updates. The customer will call you instead. Collect the right number upfront and you eliminate 80–90% of status calls.

2. Item description

• Item type — iPhone 15 Pro, 2019 Honda Civic, men's blue suit jacket, Omega Seamaster, etc.
• Color/model/identifying features — especially important when you have 20 similar items on the bench
• Serial number or IMEI (for electronics) — prevents "that's not my phone" disputes

Why it matters: Specificity prevents mix-ups. "Black iPhone" isn't enough when you have six of them. "Black iPhone 15 Pro, 256GB, blue case with a sticker on the back" is unmistakable.

3. Pre-existing condition

• Cosmetic damage — scratches, dents, discoloration, missing parts
• Functional issues beyond the repair — "battery is also weak but customer only wants screen fixed"
• Accessories included — case, charger, keys, etc.

Why it matters: This is your insurance against "you broke it" claims. Document the condition before you touch it. For high-value items, take a photo with your phone — it takes 5 seconds and can save you hundreds in disputes.

4. Issue / service requested

• What's wrong? — in the customer's own words ("screen is cracked," "won't start," "needs hemming")
• What do they want done? — sometimes these are different ("the screen is cracked but I only care about data recovery")

Why it matters: Misunderstandings here are the #1 source of disputes. If the customer said "fix the screen" and you replaced the screen AND the battery (charging them for both), they'll be upset even if the battery was dying. Document what they asked for. Only do additional work with explicit approval.

5. Timeline expectations

• Estimated completion — give a range, not a specific time ("2–3 business days," not "Thursday at 2pm")
• Rush/priority? — if you offer expedited service, note it here

Why it matters: Setting the right expectation at intake prevents the "you said it would be ready yesterday" complaint. Underpromise and overdeliver. Say 3 days, deliver in 2. Never the reverse. Learn more about managing customer expectations to prevent bad reviews.

6. Price estimate / authorization

• Estimated cost — range is fine ("$80–120 depending on parts")
• Maximum authorized amount — "call me if it's going to exceed $150"
• Signature or verbal OK — document that they approved the estimate

Why it matters: Price disputes are the second most common complaint after communication. A signed estimate eliminates "I didn't agree to that price."

7. Policy acknowledgment

• Pickup policy — "Items not picked up within 30 days may be considered abandoned"
• Warranty terms — "90-day warranty on parts and labor"
• Liability waiver — "Not responsible for data loss" (electronics) or "Not responsible for pre-existing damage"

Why it matters: These protect you legally. A signed acknowledgment of your pickup policy gives you the right to dispose of abandoned items. A warranty statement prevents "but you guaranteed it forever" claims.

Free intake form template

REPAIR INTAKE FORM — [YOUR BUSINESS NAME]

Date: _______________  Job #: _______________

CUSTOMER
Name: _______________________________________
Phone (for text updates): ____________________
Email (optional): ___________________________

ITEM
Type/Model: _________________________________
Color/ID: ___________________________________
Serial/IMEI: ________________________________

CONDITION AT DROP-OFF
Existing damage: ____________________________
_____________________________________________
Accessories: ________________________________

SERVICE REQUESTED
Issue: ______________________________________
_____________________________________________
Service: ____________________________________

ESTIMATE
Estimated cost: $ _________ to $ _____________
Max authorized: $ ___________________________
Estimated ready: ____________________________

POLICY ACKNOWLEDGMENT
[ ] I agree to the pickup policy (items held [X] days)
[ ] I understand the warranty terms
[ ] I acknowledge the pre-existing condition noted above

Signature: ________________  Date: ___________

Paper vs. digital intake

Paper forms:

• Work with no technology
• Easy for non-tech-savvy shop owners
• Get lost, get coffee-stained, are hard to search through
• No automatic status updates based on intake data

Digital intake (like FixyFlow):

• Customer info captured once, reused across the whole workflow
• Phone number goes directly into the SMS system — automatic updates start immediately
• Searchable, organized, never lost
• Tracking link sent automatically at intake
• Timeline and audit trail built in

Paper is fine when you have 5 active jobs. At 20+, you'll spend more time searching for forms than filling them out. Digital intake pays for itself in time saved and customer experience gained.

Common intake mistakes

1. Collecting too much. A 2-page form with 30 fields is overkill. Customers are dropping off a phone, not applying for a mortgage. Keep it under 2 minutes.
2. Not collecting the phone number correctly. "Phone: 555-1234" — is that their cell? Their work number? Their partner's? Ask specifically: "What's the best cell number to text you updates at?"
3. Skipping condition documentation. It takes 30 seconds to note "small scratch on back, minor scuff on left corner." It saves you a $200 dispute.
4. No signature. Verbal agreements are unenforceable. Get a signature on the estimate and policy acknowledgment.
5. Forgetting to give the customer their copy. They should walk out with a receipt or tracking link showing what they dropped off, the estimate, and how to check on it.

Why every repair shop needs a proper intake form

A good intake form isn't bureaucracy — it's the foundation of a smooth repair job. It prevents disputes ("you broke it"), eliminates confusion ("I didn't ask for that"), and gives you everything you need to keep the customer informed from drop-off to pickup.

Print the template, start using it today. Better yet, go digital with FixyFlow and turn intake into the first step of an automated communication workflow. Collect the phone number, start the job, and let the system handle the rest.

Want more ways to improve your shop's efficiency? Read our guide to 5 ways repair shops waste time.