Confirm the initial scope
Review what the customer asked for and what the shop proposes to inspect or repair. Explain diagnosis and expected charges before relying on the work order as an instruction to proceed.
Document changes
Use the estimate/document controls available for your role and follow the shop’s authorization process.
- Explain why the scope or expected price has changed.
- Provide the revised estimate through the agreed process.
- Obtain the required customer authorization before additional work.
- Record the relevant authorization context without adding unnecessary personal information.
Know what a record proves
A saved estimate, internal note or status change does not itself prove the customer approved work or paid. Keep those confirmations explicit in the shop’s process.
Something unclear or out of date?
Tell us which instruction needs correcting. Do not send passwords, recovery links, session tokens or unnecessary customer information.
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