Give a warranty on made-to-order work and answer the problems your clients report

Custom work comes with a promise: a year on the piece, often five on the hinges. Zelun now keeps that promise on the order: you set the months, the warranty starts the day you mark the order Delivered, and your client sees until when they are covered.

If something goes wrong later, the client does not have to remember who to message. On their order page they press Report a problem, describe it and add photos. You find it in Service requests, send a crew, quote the repair, decline it or close it, and the client hears about each step by message.

Both are part of your plan: there is nothing extra to buy. The photos use the photo space your plan already includes.

1. A made-to-order business with orders (Projects in the side menu). Warranty and requests are for orders, not for appointment services.
2. To send a crew to a request, a service done at the client's address with the type Service visit. The starter services cover measuring, delivery and installation; create this one in Services if you do not have it yet, and give it to the people who do repairs.
3. A job site on the order, so the visit knows where to go.

Set the default warranty

1. Open My business, go to Payments and deposits and open the Custom quotes row of the location.
2. In Warranty, type Default warranty (months), from 0 to 120, and press Save. With 0 no warranty is offered.
3. If you are a workshop you also see Suggested for workshops: 12 months. Nothing is applied until you press Use 12 months.

Give one line its own warranty

1. In a quote, each line shows Warranty (months) when the location has a default above 0. Leave it empty to use the default, or type the months ("Hardware: 60").
2. The field is only shown where it means something, so a business with no warranty sees nothing new. A value above 120 is refused and the quote does not change.
3. When the client approves, the order takes each line's months, or the default.

Read and change the warranty of an order

1. Open Pipeline and press the order. Warranty shows the months that will apply before delivery, and the end date of each line after it, in your location's time zone. A line past its date reads Warranty ended.
2. Before delivery, change a line's months and press Save months.
3. After delivery you can only make a warranty longer: press Extend, pick a later date, write the reason and confirm. The log keeps your name, the reason and both dates. Choosing an earlier date shows "A delivered warranty cannot be shortened".
4. In Pipeline, tick Under warranty to list only the orders still covered.
5. Orders delivered before this existed read No warranty on record. Their client can still report a problem.

Answer a service request

1. When a client reports a problem you get a notice in Notifications, and the request appears in Service requests (in the Orders group) and on the order sheet. Open it to read what they wrote, which items they named and whether each was under warranty that day, and to see their photos.
2. Choose what to do:

• Schedule visit: pick the date, time and crew. The visit goes on the diary at the order's job site with no charge, and the request reads Scheduled. Change visit moves it.
• Quote the repair: opens a draft quote for the client at the order's job site, linked to the request. The request stays Open. Use it when the work is not covered by the warranty.
• Resolve: write a closing note the client will see. The request reads Resolved.
• Decline: write the reason the client will see. The request reads Declined.

1. Resolved and declined requests are closed: there are no more actions. Open History to see each change and every message sent to the client, with its channel and whether it was delivered.

• On their order page: Warranty until a date, and per item where it differs, or Warranty ended once a date has passed. Before delivery they see the months that will apply.
• After delivery, Report a problem: a description, the items affected and up to five photos. Up to three reports can be open at once. If your photo space is full the page says the report can be sent without photos.
• Each report shows as a card with its status (Open, Scheduled, Declined, Resolved), the visit date and time, the repair quote link when you sent one, and your reason or note.
• A message when you receive the report, schedule the visit, decline it or resolve it, in their language. These answer something they reported, so they are sent even outside the usual quiet hours, unless the client has opted out of that channel.

• Expecting the 12 months to apply by themselves. The workshop suggestion needs your confirmation.
• Trying to shorten a warranty after delivery. It can only be extended, with a reason.
• Scheduling a visit with no service-visit service. Create a service of the type Service visit, done at the client's address, first.
• Closing a request to offer a paid repair. Quote the repair first; declining or resolving closes the request.
• Expecting a dated warranty on an old order. Orders delivered before this show No warranty on record.
• Waiting for a message to a client who opted out. The request is recorded and the log says why no message went out.

The linked articles cover quotes and orders, order visits, what the client sees on their order page, progress photos, notifications and message hours.