Move from diagnosis to approved work without guessing.

Explain the proposal before asking for approval

Describe the finding in customer language, list the work included and identify anything still uncertain. If diagnosis itself has a fee, explain it separately. Do not hide a price the shop has not actually calculated behind a generic approval button.

Update the repair price when the amount becomes known. Editing a price and requesting approval are separate actions: changing a number does not mean the customer consented.

Example, not a customer result

Sample proposal: We found a failed charging port. The estimate covers the replacement part, installation and final charging test. It does not include battery replacement if later testing shows a separate battery fault.

Ask for a clear approve-or-decline decision

Set the job to the approval stage and send the request through the configured channel. The tracking page presents the estimate and allows the customer to approve or decline. A question in the conversation is not automatically approval.

Include currency and explain whether tax is included when that matters. If the customer asks a question, answer it, revise the estimate if necessary and send a new clear request.

Keep the decision with the repair history

The recorded response should show the decision and time so staff can see what happened without searching email. Check delivery history separately: a sent request and customer approval are different events.

If staff record a decision received another way, follow the shop’s policy for documenting who approved, how it was received and any conditions. BenchPing supports the workflow but does not replace authorization requirements for a particular business.

Request approval again when scope changes

A new fault, more expensive part or additional labor can change what the customer agreed to. Update the price and explanation before proceeding, and request another decision when the change falls outside the original authorization.

When an estimate is declined, record the next step: return unrepaired, charge an agreed diagnostic fee, recycle with permission or wait for the customer. Do not leave declined work mixed with active approved jobs.

• Make included work specific.
• Show amount and currency.
• Do not treat delivery as approval.
• Record revised scope before asking again.
• Keep technical notes separate from the customer explanation.