Give each item a traceable reference
Start with one job reference that follows the physical envelope or tray and the digital record. Describe the item in observable terms: type, colour, visible markings and what the customer says needs attention. A description at the counter is not an appraisal, authentication or confirmation of stone quality.
If several items arrive together, make their individual identity and work instructions clear. Do not rely on a shared customer surname or the total number of envelopes to distinguish them. BenchPing is not a certified chain-of-custody or valuation system.
Copy this structure into your intake process
Use only fields you need and are qualified to complete. Keep a customer-reported value or material description explicitly attributed to the customer unless your own qualified assessment establishes it.
| Field | What to record |
|---|---|
| Job reference | The same reference on the item holder and job record |
| Item description | Observable identifying details without an unsupported valuation |
| Visible condition | Relevant marks, reported issues and appropriate photos |
| Requested work | The customer request, separate from assessment findings |
| Authorization | Assessment scope and the point where a new estimate is required |
| Supplied items | Box, paperwork or other accessories received |
| Contact and handoff | Agreed recipient, next update and collection process |
Paper envelope and digital record can work together
The envelope connects the item to a reference on the bench. The digital record connects the reference to the estimate, status and customer conversation. Neither replaces secure physical storage or staff accountability.
Before handing work to another person or specialist, check the item against the recorded description and your own controlled handoff procedure. Do not put a private customer tracking link on a publicly visible shelf label.
Confirm scope after assessment
A request to repair a clasp may lead to a different recommendation after inspection. Describe the confirmed finding, proposed scope and estimate, then seek approval before the extra work. Avoid implying that an initial drop-off authorizes every later repair.
If a specialist or part is involved, explain the uncertainty and next review date. The Canadian spelling “jewellery” and the spelling “jewelry” describe the same service category; what matters operationally is a clear item-level record, not different queues for different labels.
Example, not a customer resultWe have assessed your [item]. The proposed work is [scope] for [amount]. Please review the estimate before we proceed. We will confirm timing after [actual dependency].
Close the handoff with the right item
Use your workshop’s identification and collection process. Check the item and supplied accessories against intake, explain the actual work and provide the workshop’s normal paperwork. Do not present a completion message as an insurance valuation or guarantee beyond your reviewed terms.
Unclaimed jewelry, storage charges and disposal require jurisdiction-specific legal advice. A generic reminder or software status is not permission to sell or dispose of customer property.