The alteration ticket, now in your customer’s pocket
Hemming, sleeves or a product repair. The customer opens the request with photos in store or from a link on your website, the central team decides from the photos without waiting for the item, and the customer approves from home. Store, head office and customer see the same record.
It starts in store or online, is decided at head office and ends with the customer
Pick a scenario and step through it: see who does what at each step, and what is on their screen.
Hemming · Apparel · opened at the till
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The sales associate opens the alteration request. Customer and invoice come from the ERP, the item is picked from the list and a note is added.
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The photos the alteration card asks for are added. A record without photos is flagged on the central list; you can also require photos before a record is saved.
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The customer receives the record number and a link to the review page by text message, and follows the status from their phone without installing an app.
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The repairs team sees the record on its list: store, item, days left and photos on one row.
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The team picks the “Alteration completed” outcome and writes the note the customer will see. On save, the customer gets a text automatically.
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The customer sees the outcome from the same link and rates the service. The comment reaches head office.
- Customer
- A*** Y*** · 05** *** ** 41
- Invoice
- Today · matched from ERP
- Item
- Wool trousers, navy
- Note
- Shorten hem by 2 cm
- Front view added
- Hem detail added
We have received your alteration request. Record T-2481. Follow its status here: [link]
| T-2481 | Wool trousers | 6 days | With photos |
| T-2477 | Linen shirt | 2 days | With photos |
| T-2470 | Trench coat | overdue | Overdue |
Your item is ready to collect from the store.
Save and notify“Quick and careful, thank you.”
Heel repair · Footwear · the customer opens the request
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The customer scans the alterations QR code in store, or opens the link on the brand’s website, enters name and phone and verifies with a text code. Consent can be collected in the same step where needed.
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They scan the receipt barcode with the camera; the items on it are listed from the ERP. They pick the shoes and describe the problem in their own words.
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The form shows an example for each photo: the sole, a close-up of the heel. The right photo arrives the first time.
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Without waiting for the item, the team opens the photos, picks “Repair recommended” and writes its proposal. The customer gets an approval link by text.
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From the link in the text, the customer opens the approval page, accepts and confirms with the code; the repair time starts that day. If they decline, it takes one tap.
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Every outcome is written to the history. The record is sent to the ERP and linked to a support ticket, then closed when the work is done.
- Full name
- Customer name
- Phone
- 05** *** ** 17
- Verification code
- • • • • verified
- Receipt
- Barcode read
- Item
- Leather boots, brown, 39
- Reason
- Left heel worn down
- Sole added
- Heel close-up added
- Label added
We recommend replacing the heel and its cap; we start once you approve.
Save and ask for approvalDo you accept the repair?
I acceptI decline• • • •| T-2502 | Leather boots | approved | With photos |
| History | Repair recommended → Approved | ||
| ERP | Transferred |
Bag zip · Department store · controls and exceptions
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The invoice is older than the purchase window allowed for repairs. The system will not open the record as it is.
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A code goes by text to the manager of the store’s parent location. Once entered, the exception is recorded.
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Staff cannot open a record with their own phone number; the customer’s number is masked on screen.
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Days left are counted on the list; overdue records turn red and records without photos yellow. The team adds its own colour labels.
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Together with the outcome, the team uploads the service report as a file. The customer gets a text.
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On the review page the customer sees the note and the service report and can download it. No need to call the store to ask where things are.
The allowed purchase window has passed. Manager approval is needed to continue.
Enter the code sent to the area manager: • • • •
Confirm- Item
- Leather bag, black
- Phone
- 05** *** ** 63
- Note
- Zip catches
| T-2510 | Leather bag | 9 days | With photos |
| T-2496 | Watch strap | 1 day | No photos |
| T-2471 | Suitcase wheel | overdue | Overdue |
The zip has been replaced; the service report is attached.
Save and notifyYour repair is complete. Service report and details: [link]
Illustrative screens with sample data.
Everyone looks at the same ticket
Customer
Opens the request on their own phone from the QR code in store or a link on your online store or corporate website: text-code verification, receipt barcode by camera, photos guided by examples. Then follows the status from the link, approves with a code or declines, and rates the service.
Store
Finds the customer and invoice from the ERP at the till, picks the item, adds the note and the photos asked for. The customer automatically gets the record number and a tracking link by text.
Central repairs team
Sees every store’s records on one list: days left, photos, store. Picks the outcome, adds a note and a service report; the customer gets a text, every decision goes into the history and the record is sent to the ERP.
Rules in the system, exceptions on the record
- If the invoice is older than the allowed purchase window, the record will not open; a text code to the store’s manager approves the exception.
- Staff cannot open a record with their own phone number; the customer’s number is masked on screen.
- Records without photos are flagged; you can also require photos before a record is saved.
- The customer’s phone is verified by text code; consent can be collected in the same step where needed.
- Store users see only their own store’s records; head office sees them all.
Fewer calls, faster decisions
- Fewer “is my item ready?” calls; customers see the status from the link.
- Head office can decide from the photos before the item leaves the store.
- Where approval is needed, the time starts the day the customer approves, so there is nothing to argue about.
- From apparel to footwear, bags and accessories, each product group follows its own category and photo steps.
- Customer ratings and comments reach head office; service quality is visible store by store.
The same order at the returns desk
When a parcel comes back from an online order, the warehouse or store team finds the order by scanning the tracking number, by order number or by QR code, and picks the return reason. The return document is written to the ERP and the order status is updated on the e-commerce platform.
How returns and cancellations work › · Alterations step by step ›
Frequently asked questions
Does the customer need to install an app?
No. The customer opens the request in the browser from the QR code in store, and follows the status, approves and rates from the link they receive by text.
Do we define the alteration types and outcomes?
Yes. Categories (hemming, sleeves, heels, zips…), the photos each category asks for, and outcomes such as “Alteration completed” or “Repair recommended” are yours. You also choose which outcomes send a text and which close the record.
Is an ERP connection needed?
Yes, for matching invoices and items and for sending records to the ERP. The Nebim connection is in use today; Logo, SAP and Mikro connectors are in the final stage; we are working on Dynamics 365 and Oracle connectors.
How do we keep track of time?
Each record counts the days left against the allowed number of days; overdue records turn red on the list. Where customer approval is needed, the time starts on the day of approval.
You follow a parcel with its tracking number and never call anyone to ask where it is. An item in for alterations now works the same way: the customer follows it from a link and approves from there.
Let’s set up your alterations desk
We define your categories, photo steps and outcomes around the way your stores work.