What do I do if a customer claims I damaged their phone but I have no intake photos?

If you have no intake documentation and the customer is claiming damage occurred during repair, your options are limited. You can rely on your technician's knowledge of the device's pre-repair state, any communication records, or CCTV footage if available. Without hard evidence, a compromise — such as covering the cost of assessment and offering a discounted repair — is often less expensive than a prolonged dispute. This scenario is the primary reason intake photography is non-negotiable going forward. One undocumented dispute typically costs more than the system to prevent all of them.

Am I legally required to offer a refund if the repair fails?

Under the UK Consumer Rights Act 2015, you are required to offer a repeat performance (re-repair) if the original service was faulty, and a price reduction if a repeat performance is not possible or practical. You are not automatically required to offer a full refund for a failed repair unless a repeat repair is impossible. In the US, your obligations depend on your state's consumer protection law. In most cases, the right to a re-repair is the primary remedy — refunds apply when re-repair has failed or is not reasonably possible.

How do I handle a customer who is being verbally abusive?

Acknowledge the frustration once, set a clear boundary, and offer to continue the conversation when the conversation is respectful. "I understand you're very unhappy and I want to help you. But I need us to speak to each other respectfully — I can't continue this conversation while you're shouting at me. I'm happy to sit down and work through this properly." Most customers will de-escalate. If they don't, ask them to leave and document the incident.

Can a customer get a refund by disputing the charge with their bank?

Yes — a chargeback dispute with the customer's bank or card provider can reverse the charge regardless of your shop's own refund policy. Banks make independent decisions based on the evidence presented. Your best defence is comprehensive documentation: intake photos, signed condition reports, repair records, and evidence that you attempted to resolve the dispute before the chargeback was raised. Most legitimate chargebacks against documented shops fail.

How do I respond to a negative Google review about a dispute?

Respond publicly, calmly, and factually within 24 hours. Thank them for the feedback, acknowledge their frustration, and — without disclosing confidential job details — indicate that your records tell a different story and invite them to contact you directly to resolve it. Never match the emotional tone of a negative review. Your response is not primarily aimed at the reviewer — it's aimed at the hundreds of potential customers who will read the exchange. See our full review management guide for the complete approach.

What's the difference between a warranty claim and a refund claim?

A warranty claim is a request for remediation of a fault in the repair performed — covered by your warranty policy, typically resulting in a re-repair. A refund claim is a request for money back, which may or may not be related to a warranty issue. Customers sometimes use these interchangeably. It's worth clarifying which they're requesting: "Are you looking for us to re-repair the device, or are you asking for a refund?" The answer shapes your response and your legal obligations.

Is it worth fighting a small claims case for amounts under £500?

It depends on the principle and the precedent, not just the amount. A customer who successfully gets money back via small claims — even a small amount — may tell others. More practically, the time and stress of a small claims case is significant. Many shops choose to settle genuinely borderline disputes rather than go to court, not because they're wrong but because the cost of being right is higher than the cost of the settlement. For large amounts, or clear cases of fraudulent behaviour, pursuing the claim is worthwhile.

Handling Customer Disputes in Your Repair Shop: The Complete Guide

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Situation	Response	Why
Technician error caused new damage	Repair + partial or full refund + apology	You caused it, you own it
Defective part within warranty period	Re-repair at no charge	Standard warranty obligation
Same fault recurring, same part	Re-repair with different part + credit	Part quality issue, not your error but your responsibility
Customer-caused damage after repair	No warranty claim; offer discounted repair	Your warranty doesn't cover post-collection damage
Pre-existing damage, documented in intake photos	Stand firm, show the photos	Evidence supports your position
Price dispute where scope changed without prior auth	Partial refund of extra charge	You should have called first
Unhappy with outcome that was disclosed as uncertain	Stand firm + re-explain	You disclosed the risk upfront
Demanding refund for successful repair, changed mind	No refund; services rendered correctly	No legal obligation to refund

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Handling Customer Disputes in Your Repair Shop: The Complete Guide

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