Handle a walk-in from reception to payment

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

1. Search Customers and Vehicles. Match the plate and owner rather than creating duplicates.
2. Create any missing customer and vehicle records with verified contact details.
3. Open Work Orders → Add Work Order and record the complaint, mileage, advisor, promised date and coverage.
4. 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

1. If the price is not yet agreed, prepare an estimate and obtain the customer's agreement.
2. Create or convert the job order and check tasks, packages, parts and prices.
3. Use Approve Cost through an authorised colleague.
4. Assign the vehicle to a bay and assign technicians to the work.
5. Record work with timers and completion actions. If parts are missing, follow the request and purchasing process rather than marking the work finished.
6. Perform quality review and use Approve Work.

Bill and hand over

1. Use Add Invoice and check the final work, discounts, tax and any advance.
2. Save as Draft for review or Issue when final.
3. Record the amount actually received using Record Payment. Leave a balance for any unpaid portion.
4. Give the customer the appropriate invoice or receipt.
5. 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.

Related articles

• Create and manage work orders
• Create and issue an invoice
• Use the Bay Board