Comebacks

What this does

A comeback is a vehicle returning for a problem related to a previous job. Tracking them is how a shop finds out whether a technician, a part, or a procedure is causing repeat visits. Anyone on the floor can flag one; managers resolve them.

Steps

Flag it. From the technician dashboard, Flag a comeback. Choose the current work order, the original work order it relates to, and a Reason ("Describe the issue…"). Save. The comeback is Open.

Work it. A manager can move it to In Progress while the cause is being looked at.

Resolve it. From the Team view or the dashboard, Resolve with a Resolution note ("How was this resolved?"). It closes as Resolved and stays on the record for both work orders.

What to put in the reason

What the customer reported and what you found, not who's at fault. "Brake squeal 2 weeks after pad replacement; hardware clips not installed" is useful. "Bob's job" is not.

Common problems

I can't find the original work order. Search by the vehicle on the customer's page; the original may be under a different title.

Comeback recorded against the wrong tech. The comeback is tied to work orders, not people. Correct the original work-order reference.