SAM · Guide
Handle a walk-in from reception to payment
EnglishUpdated Sep 13, 2026
Use this workflow when a vehicle arrives without an appointment. It follows the same repair and billing controls as a booked visit.
Before the vehicle enters the workshop
- Search Customers and Vehicles. Match the plate and owner rather than creating duplicates.
- Create any missing customer and vehicle records with verified contact details.
- Open Work Orders → Add Work Order and record the complaint, mileage, advisor, promised date and coverage.
- Save, then add intake photos and an inspection where appropriate.
If a scan or quick-intake flow uses a general walk-in customer, replace or confirm the actual customer association before sharing private links or issuing documents.
Agree and perform the work
- If the price is not yet agreed, prepare an estimate and obtain the customer's agreement.
- Create or convert the job order and check tasks, packages, parts and prices.
- Use Approve Cost through an authorised colleague.
- Assign the vehicle to a bay and assign technicians to the work.
- Record work with timers and completion actions. If parts are missing, follow the request and purchasing process rather than marking the work finished.
- Perform quality review and use Approve Work.
Bill and hand over
- Use Add Invoice and check the final work, discounts, tax and any advance.
- Save as Draft for review or Issue when final.
- Record the amount actually received using Record Payment. Leave a balance for any unpaid portion.
- Give the customer the appropriate invoice or receipt.
- Confirm collection and release the bay when the vehicle leaves. Check the work-order status; an Invoiced status is terminal in the editor, so do not try to force it back through the repair stages.
What happens next
The visit, work, billing and receipts form a connected history. A return visit should be reviewed as a new service event or warranty case, not hidden by rewriting an issued job.