Repair Shop Glossary
50 essential terms every repair shop owner and technician should know.
A
- Aftermarket Parts
- Replacement components manufactured by third parties rather than the original device maker. Typically cheaper than OEM parts with varying quality levels. Learn more →
- Average Repair Value (ARV)
- The mean revenue generated per repair ticket. Calculated by dividing total repair revenue by number of completed tickets. Learn more →
B
- Back Glass Repair
- Replacing the rear glass panel on smartphones. Common on iPhone 8+ and Samsung Galaxy S8+ models with glass backs.
- Battery Health
- A percentage indicating a battery's maximum capacity compared to when it was new. Most shops replace batteries below 80% health.
- Board-Level Repair
- Micro-soldering and component-level repair on a device's logic board. Requires specialised equipment and training.
- Buyback Programme
- A service where repair shops purchase used devices from customers for refurbishment or resale. Learn more →
C
- Calibration
- The process of configuring a replacement component (e.g., display, battery) to work correctly with the device's firmware.
- CRM (Customer Relationship Management)
- Software that manages customer interactions, repair history, and communications. Essential for tracking repeat customers and automating follow-ups.
- Customer Lifetime Value (CLV)
- The total revenue a customer generates over their entire relationship with your shop. Typically 3-5x the first repair value for retained customers. Learn more →
D
- Data Recovery
- Retrieving data from damaged, failed, or corrupted storage devices. A high-margin service for repair shops.
- Dead Pixel
- A pixel on a display that fails to illuminate. Multiple dead pixels typically warrant a screen replacement.
- Depot Repair
- A repair model where devices are shipped to a centralised facility rather than repaired on-site. Also called mail-in repair. Learn more →
- Diagnostic Fee
- A charge for inspecting a device to determine the fault. Usually waived if the customer proceeds with the repair.
E
- E-Waste
- Discarded electronic devices. Repair shops help reduce e-waste by extending device lifespans. Learn more →
- ESD (Electrostatic Discharge)
- A sudden flow of electricity between objects at different electrical potentials. ESD can damage sensitive electronic components during repair.
F
- First-Time Fix Rate
- The percentage of repairs completed correctly on the first attempt without requiring a return visit. A key quality KPI. Learn more →
G
- GDPR
- General Data Protection Regulation. EU law governing how businesses collect, store, and process personal data. Applies to repair shops handling customer information. Learn more →
- Ghost Touch
- When a touchscreen registers inputs without being touched. Usually caused by a damaged digitiser or display connector.
- Grade A/B/C (Device Grading)
- A standardised system for rating the cosmetic and functional condition of used devices. Grade A is near-perfect; Grade C shows significant wear. Learn more →
H
- Heat Gun
- A tool that emits hot air for softening adhesive during screen and battery removal. Temperature-controlled models prevent component damage.
I
- IMEI (International Mobile Equipment Identity)
- A unique 15-digit number identifying a mobile device. Used to check if a device is stolen, blacklisted, or carrier-locked.
- In-Warranty Repair
- A repair covered by the manufacturer's or shop's warranty. No charge to the customer if the warranty terms are met. Learn more →
J
- Job Ticket
- A digital or physical record tracking a repair from intake to completion. Contains customer info, device details, fault description, and repair notes.
K
- KPI (Key Performance Indicator)
- A measurable value that demonstrates how effectively a repair shop is achieving its business objectives. Learn more →
L
- LCD (Liquid Crystal Display)
- A flat-panel display technology used in many smartphones and tablets. LCD replacements are generally cheaper than OLED.
- Logic Board
- The main circuit board in a device containing the processor, memory, and other core components. Also called a motherboard or mainboard.
M
- Mail-In Repair
- A service model where customers ship devices to a repair facility. Expands your market beyond local walk-ins. Learn more →
- Micro-Soldering
- Soldering tiny components on a circuit board under a microscope. Required for board-level repairs like charging port IC replacement.
N
- NPS (Net Promoter Score)
- A customer loyalty metric based on the question 'How likely are you to recommend us?' Scores range from -100 to +100.
O
- OEM Parts
- Original Equipment Manufacturer parts — components made by or for the device's original manufacturer. Generally higher quality and more expensive. Learn more →
- OLED (Organic Light-Emitting Diode)
- A premium display technology where each pixel emits its own light. Used in flagship phones. More expensive to replace than LCD.
P
- Parts Pairing
- Software locks that tie specific components (screens, batteries) to a device's serial number, preventing third-party replacements from fully functioning. Learn more →
- Pizza Tracker
- A real-time repair status page (like Domino's order tracker) that lets customers follow their device through the repair process.
- POS (Point of Sale)
- A system for processing payments and managing sales transactions. Repair-specific POS includes ticket management and inventory tracking.
- Pricebook
- A database of repair prices organised by device model and repair type. cellbot's pricebook covers 30,000+ repairs across 2,300+ devices.
R
- Refurbishment
- Restoring a used device to a sellable condition through repair, cleaning, and testing. A separate revenue stream from standard repairs. Learn more →
- Right to Repair
- Legislation requiring manufacturers to provide parts, tools, and documentation to independent repair shops and consumers. Learn more →
- RMA (Return Merchandise Authorization)
- A process for returning defective parts to a supplier for replacement or refund. Essential for managing parts quality. Learn more →
S
- Screen Separation
- The technique of separating a broken glass layer from the underlying LCD/OLED panel for refurbishment rather than replacing the entire assembly.
- SLA (Service Level Agreement)
- A commitment to complete repairs within a specified timeframe. Common SLAs: same-day, 24-hour, and 48-hour turnaround.
- SOP (Standard Operating Procedure)
- A documented step-by-step process for completing a task consistently. Critical for scaling repair operations. Learn more →
T
- Triage
- The initial assessment of a device to identify faults and determine repair priority. Usually performed at intake.
- Turnaround Time
- The total time from when a customer drops off a device to when it's ready for collection. A key customer satisfaction metric.
U
- UDID (Unique Device Identifier)
- A unique identifier assigned to Apple devices. Used in device management and sometimes in repair diagnostics.
W
- Walk-In Repair
- A repair performed while the customer waits, typically completed within 30-60 minutes.
- Warranty Period
- The duration for which a repair shop guarantees its work. Industry standard ranges from 30 days to 12 months. Learn more →
- Water Damage Indicator (LCI)
- A small sticker inside devices that changes colour when exposed to moisture. Used to determine if water damage voids a warranty.
- Works Order
- A formal document authorising and tracking a specific repair job. Contains all details needed to complete and invoice the work.
Y
- Yield Rate
- The percentage of refurbished devices that pass quality control and are sold successfully. Higher yield = better profitability.
Z
- Zero-Day Repair
- A repair completed and returned to the customer on the same day it was received. The gold standard for customer experience.
See these terms in action
cellbot uses industry-standard terminology throughout its repair management platform. Start with Starter and see how everything fits together.