The Digital Repair Order: How to Avoid the “I Never Said You Could Fix That” in Your Workshop

In the day-to-day running of a mechanical workshop or authorised dealer there is a scene that repeats all too often. The customer leaves the vehicle for a specific service or repair and signs a basic intake form. Once the car is on the lift, however, the mechanic finds an additional fault that should be repaired straight away.

The service advisor calls the customer, explains the situation and gets a quick reply: “yes, since it’s there, fix that too”. The problem appears when the vehicle is returned. The invoice is noticeably higher and the customer says: “I never authorised that amount”.

Without documented authorisation, consumer regulations tend to favour the customer. The workshop ends up absorbing the cost of parts and labour or offering discounts to avoid a formal complaint.

Why Verbal Authorisation Is a Risk

Telephone or verbal authorisation is the weakest point in after-sales billing. Even when both parties act in good faith, the lack of written proof leaves the workshop in a vulnerable position.

Some businesses choose to record calls, but this approach has several drawbacks. Managing recordings involves strict obligations on data protection, explicit consent and secure storage. Moreover, a recording is not always a clear or straightforward piece of evidence in a consumer dispute.

The alternative is not to ask the customer to return to the workshop to sign on paper, but to digitise the repair order and send it straight to the customer’s mobile.

The Solution: Additional Quote with Immediate Signature

Electronic signatures make it possible to formalise quote extensions without slowing down the workshop. Integrated with management software or the DMS, they turn a phone conversation into documented authorisation in seconds.

Simple, Secure Workflow

1. Fault detection
   The mechanic identifies the additional repair needed and informs the service advisor of the scope.

2. Extra quote generation
   From the management system, a clear document is generated with the description, amount and scope of the additional repair.

3. Immediate send to customer
   The customer receives an SMS or email with a secure link: “Your vehicle requires an additional repair. Quote: €120. Click here to accept”.

4. Acceptance and signature
   The customer reviews the document on their mobile and accepts by electronic signature, either with a simple stroke or with a stronger authentication method.

5. Documented authorisation
   The workshop receives the signed repair order immediately and can continue the repair with full legal certainty.

This process removes later disputes and gives the customer transparency, so they know exactly what they are authorising and why.

Beyond the Workshop: Fleets and Replacement Vehicles

The digital repair order is not only useful for independent workshops. In rental companies, fleets and mobility businesses, electronic signatures are key to reducing recurring conflicts.

For handover and return of replacement vehicles, signing on a tablet makes it possible to document the vehicle’s condition, attach photos and record pre-existing damage. This avoids later arguments about scratches, dents or fuel levels.

In the area of traffic fines, certified communications make it possible to prove that the driver was informed in time, protecting the vehicle-owning company from administrative liability.

Legal Aspects: Which Type of Signature to Use

Not every situation needs the same level of legal strength. The key is to match the signature to the risk of the transaction.

Simple electronic signatures are usually enough for low-value repairs or routine work. They provide clear, quick proof of the customer’s consent.

Advanced electronic signatures, with stronger authentication or biometric capture, are advisable for high-cost repairs, vehicle sales, financing or long-term contracts. They offer stronger assurance about the signer’s identity and document integrity.

Transparency as a Loyalty Tool

Formalising additional repairs is not an act of distrust towards the customer but a sign of professionalism. Customers appreciate receiving a clear written quote before authorising it, and the workshop can work in the knowledge that every repair is backed by documentation.

In an increasingly regulated and competitive environment, the digital repair order becomes a key ally to protect margins, avoid conflict and improve the customer experience. Words can create doubt; electronic signatures provide certainty.

Frequently Asked Questions (FAQ)

Is an authorisation signed on a mobile legally valid?
Yes. The electronic signature is fully legally valid as long as it allows identification of the signer and guarantees document integrity.

Can I use a simple signature for any repair?
It depends on the amount and the risk. For routine repairs it is usually enough, but for costly work an advanced signature is recommended.

Can the customer later deny having given authorisation?
With an electronically signed repair order, the workshop has objective proof of consent, which is hard to challenge in a dispute.

Conclusion

Managing additional repairs is one of the main sources of conflict in mechanical workshops. Digitising the repair order and formalising extra quotes with electronic signatures removes ambiguity, protects revenue and strengthens customer trust.

In a sector where margins are tight, turning every “yes, fix it” into documented authorisation is the difference between absorbing losses and working with security and professionalism.