Phone Repair Device Check-In Checklist (Free Template)
A device check-in checklist records a device's condition, the customer's reported problem, and key details before any repair begins. It should cover customer contact, device make and model, IMEI or serial number, visible damage, what works and what doesn't, passcode handling, the quoted price, and a signed authorization. That record protects your shop and sets clear expectations.
Why does every repair shop need a device check-in process?
A consistent check-in process prevents the most common repair disputes before they start. When a customer comes back claiming a new scratch, a dead LCD or a missing SIM tray, your check-in record is the only thing that shows what condition the device was in when it arrived.
Without one, you are left with your word against theirs. A documented check-in protects your shop in a few common situations:
- A customer claims damage happened during the repair.
- A device stops working for a reason unrelated to the repair you did.
- A customer disputes the price they agreed to.
- A device is left unclaimed and you need proof of the agreed pickup terms.
What should a device check-in checklist include?
A complete checklist covers eight areas, from customer details through signed authorization. Each one exists to answer a specific question you may need to answer later.
| Section | What to record | Why it matters |
|---|---|---|
| Customer details | Name, phone, email, preferred contact method | Status updates and pickup |
| Device identity | Make, model, color, IMEI or serial number | Prevents mix-ups and flags blacklisted devices |
| Reported problem | The customer's description in their own words | Defines the scope of the quote |
| Visible condition | Cracks, dents, bent frame, missing screws, water damage signs | Documents pre-existing damage |
| Function test | Touch, buttons, cameras, speakers, microphone, charging, biometrics, connectivity | Separates new issues from old ones |
| Security | Passcode handling, Find My or device lock status | Allows testing and avoids lockouts at pickup |
| Quote and terms | Price, estimated turnaround, warranty, deposit | Sets clear expectations |
| Authorization | Signature or digital consent | Records the customer's approval |
How do you test a phone at check-in?
Test every function you can before you touch the device, and record the result for each one. A quick, consistent order keeps the test fast and makes sure nothing gets skipped.
- Confirm the device powers on and note the battery level.
- Check the display for dead pixels, lines, discoloration or burn-in.
- Test touch across the whole screen, including the edges.
- Press every physical button: power, volume, and any side or mute switch.
- Open the front and rear cameras and check focus and flash.
- Test the speaker, earpiece and microphone with a quick call or voice memo.
- Plug in a charger to confirm the port charges and holds the cable.
- Check Face ID, Touch ID or fingerprint unlock if the customer allows it.
- Confirm Wi-Fi, Bluetooth and cellular signal.
If the device won't power on, mark every function as untestable and have the customer acknowledge that other issues may be discovered once it is running.
How should you handle customer passcodes?
Ask for a passcode only when you need it to test the repair, and store it in the ticket rather than on paper. Many repairs can be tested without one, and the customer can confirm the device works with you at pickup.
Also note whether Find My or another device lock is enabled, and agree with the customer on how final testing will happen before they leave the counter.
What should the customer sign before a repair?
The customer should sign an authorization that covers the quote, the risks and your shop's policies. A clear authorization prevents most pricing and pickup disputes. It should include:
- The quoted price, and that any change requires their approval first.
- The risk of data loss, with a recommendation to back up before the repair.
- Acknowledgment of pre-existing damage recorded at check-in.
- That water-damaged or previously opened devices may have hidden issues.
- Your warranty terms and what they exclude.
- Your policy for devices left unclaimed after a set number of days.
Free device check-in checklist template
Copy this checklist into your intake process and use it for every device.
Customer and device
- Customer name, phone and email
- Preferred contact method for updates
- Make, model and color
- IMEI or serial number
- Reported problem in the customer's words
Condition and testing
- Photos of the front, back and all edges
- Visible damage noted: cracks, dents, bends, missing screws
- Water damage signs noted
- Function test completed, or marked untestable
Security, quote and approval
- Passcode handling agreed, stored in the ticket only
- Find My or device lock status noted
- Quoted price and estimated turnaround confirmed
- Warranty terms explained
- Customer signature or digital authorization captured
Frequently asked questions
Do I need to record the IMEI on every phone?
Yes. The IMEI ties the ticket to one specific device, which prevents mix-ups and lets you check whether a phone has been reported lost or stolen before you work on it.
What if the phone won't turn on at check-in?
Record every function as untestable and have the customer acknowledge it. Once the device powers on, other issues may appear that were not part of the original problem.
Should I take photos of every device?
Yes. Photos of the front, back and edges take seconds and are the clearest proof of a device's condition when it arrived. Attach them to the ticket so they are easy to find later.
How long should device check-in take?
A few minutes for a routine repair. A consistent checklist keeps it fast, because staff are not deciding what to check each time.
Is a digital check-in better than a paper form?
For most shops, yes. Digital check-in keeps photos, signatures and test results attached to the ticket, makes records searchable, and avoids lost or unreadable paper forms.