Watch repair shop software for service and mail-ins
Before service begins, record the watch and its condition. Estimate, approval and parts notes remain in its ticket through service, payment and collection or return shipping.
Long services need a clear history
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Services outlasting the handoff
A watch stays at the bench through a long service. If the original findings live on its envelope, another technician has little context when taking over the job.
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Parts waits disappear into the queue
The movement is waiting for a part, but the queue does not show that distinction. Staff have to open every record to separate blocked services from work they can continue.
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Mailed watches arrive without context
The customer's service request is in an email thread while the watch arrives in a parcel. Staff need to match the package to its owner before starting an assessment.
Watch service remains visible throughout the work
Arrival details, the agreed service and current progress share a record throughout parts waits and bench work.
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Arrival condition of the watch
An editable jewelry and watch checklist records condition at arrival. Damage notes and photos can be added to enabled rows before service begins.
Condition checklists -
Service price agreed with the customer
Send the proposed service, parts and labor through the customer's estimate link. Signed approval is saved for the watchmaker and counter to review.
Estimates and approvals -
Let customers follow the service
Map your service statuses to the customer's timeline, including waiting and ready stages. With online payments connected, they can also settle the invoice through that private link.
Customer status page -
Service work distinguished from parts waits
Watches awaiting parts can have their own status, with supplier details in ticket notes. Choose a queue and set the due date to keep the service visible.
Repair tickets -
Ticket created before arrival
On Business, the mail-in form creates a ticket before the watch ships. Inbound and return tracking are saved there for labels created in BenchKey.
Mail-in repairs Mail-in repairs guide
Watch service history and mail-in intake
How do I follow a watch service while a part is on backorder?
A waiting-for-parts status identifies the watch in the queue. Ticket notes record the part and supplier updates alongside the earlier assessment and estimate for when work resumes.
Can collectors send watches in for service?
Business includes mail-in repairs. Configure the public form with service questions and terms to create a ticket before the package arrives. Inbound and outbound tracking remain in the service record.
Does a customer need to visit the shop to approve a service?
Customers can open the estimate through a private repair link without creating an account. After reviewing the service and price, they sign and accept your terms. Recorded approval remains with that estimate in the ticket.
The waitlist is open for repair shops
Leave your email for access updates. Your name and shop name are optional.
Watch the product tour 3:34 Follow a repair from check-in to pickup in BenchKey