SAM · Guide
SAM frequently asked questions
EnglishUpdated Sep 13, 2026
Do I need an appointment before opening a work order?
No. Create a work order directly for a walk-in, or convert an existing service booking when the vehicle arrives.
Can one customer have several vehicles?
Yes. Add each vehicle under the correct customer and select the relevant vehicle for each visit.
Are a work order and a job order the same?
No. The work order represents the visit; job orders contain its tasks, packages, parts and technician work. A visit can have more than one job order.
Does submitting the booking form mean staff confirmed the appointment?
The request is saved, but staff confirmation is separate. Keep the booking reference and check with the workshop before travelling if confirmation is important.
Can I edit an estimate after sending it?
An uninvoiced estimate can be edited with the appropriate permission. If its scope or price changes, verify what the customer sees and obtain agreement to the revised work before proceeding.
Does customer approval automatically finish or invoice a job?
No. Customer agreement, Convert to JO, staff Approve Cost, technician work, Approve Work, invoice issue and payment are separate stages.
Can I convert a rejected estimate?
The editor can offer Convert anyway. Use it only if the customer has subsequently agreed, for example by phone or in person.
Can I add parts after a job starts?
An uninvoiced job can be edited by an authorised person. Review stock, the changed price and customer agreement before saving. An invoiced job is locked.
Why did stock change when I saved work?
Saved job and estimate parts/package lines can affect stock availability in the current workflow. Review the stock history and avoid duplicate lines.
Does Mark Ordered receive stock?
No. Record and receive the actual supplier purchase. A parts-request status is not a purchase receipt.
Can I run two technician timers?
No. Stop or finish the running task or package before starting another.
Does rework erase all history?
No. It reopens the job's tasks, withdraws work approval and resets task actual-hour values. Past time sessions remain for reporting. Review hours and costs after rework.
Can I record a partial payment?
Yes, on an issued invoice. Enter the amount received; the remainder stays due.
Can I take money before invoicing?
Use a work-order advance. Eligible advances are applied when the invoice is issued. Do not record the same receipt twice.
Is a customer deposit the same as an advance?
No. Customer deposits use a separate wallet mechanism. Ask the administrator to review its current balance and redemption workflow before using it.
Can I change or delete an issued invoice to correct it?
Issued lines and the billed job are locked. Ask the billing administrator for the correction process; do not delete supporting work or create an unexplained replacement.
Does recording Card charge the customer's card?
A manually recorded payment method describes a receipt. It does not charge a card. Pay Online, when enabled, uses the configured provider flow.
Do customers need staff logins to see progress?
No. Shared tracking, inspection and document links are customer-facing. The customer portal also has its own separate login.
Why can my colleague see a button that I cannot?
Your permissions, role, plan or the record's status may differ. Viewing a record does not grant every action on it.
Are hidden costs or salaries zero?
No. They may be withheld from your account. Ask the authorised manager to review them.
Does downloading the VAT report submit a return?
No. It produces figures for review. A report or XML download is not a submission or acceptance confirmation.
Can Sami bypass an approval or permission?
No. Supported action drafts still require your confirmation and the applicable product permissions and checks.