Checklist template

Service and repair claims for furniture retailers

A ready-to-use checklist with 117 items in 6 sections, covering Claim intake, Assessment, Technician visit, Parts, Resolution, Customer follow-up. Use it as-is in InspectLoop, or adapt it to your own standards in minutes.

  • 6 Sections
  • 117 Items
  • 94 Yes / No checks
  • 6 Scored ratings
  • 124 Points

Use this template How audits work

1. Claim intake 19 items

  1. The ways to open a service claim (phone, online, in store) are printed on the sales receipt or the website Yes / No 1 pt
  2. Each claim has a service order number linked to the original sales order Yes / No 1 pt
  3. The intake record names the piece concerned and its delivery date Yes / No 1 pt
  4. The problem is recorded in the customer's own words Yes / No 1 pt
  5. The customer is asked for a photo of the whole piece and a close-up of the problem Yes / No 1 pt
  6. The customer is asked for a photo of the law label or serial label Yes / No 1 pt
  7. The delivery date is compared with the manufacturer's warranty period at intake Yes / No 1 pt
  8. The agent checks whether a protection plan was sold with the piece Yes / No 1 pt
  9. Customers with a protection plan are given the plan provider's claim line and their plan number Yes / No 1 pt
  10. Problems reported within the store's delivery-damage period are flagged as delivery damage, not warranty Yes / No 1 pt
  11. The customer is told at intake when to expect an answer Yes / No 1 pt
  12. The customer receives the claim number by email or text Yes / No 1 pt
  13. Messages left on the service line are returned within one business day Yes / No 1 pt
  14. Claims taken by showroom employees are entered in the system the same day Yes / No 1 pt
  15. Reports of a collapsed frame, a tip-over or a burning smell from power furniture reach a manager the day they are received Yes / No 1 pt
  16. The intake checklist is available at each service desk Yes / No 1 pt
  17. Claims opened last week Number
  18. Voicemails on the service line older than one business day at the time of the visit Number
  19. Completeness of intake on 10 claims sampled Rating
    • Everything needed to assess was captured 5 pts
    • Photos or dates missing on some claims 3 pts
    • Customers had to be called back on most claims 1 pt

2. Assessment 20 items

  1. New claims are classified within the time set by company policy Yes / No 1 pt
  2. Each claim is classified as manufacturer defect, delivery damage, customer damage or wear, or comfort preference Yes / No 1 pt
  3. The reason for the classification is written on the service order Yes / No 1 pt
  4. Each vendor's warranty terms are on file, showing the separate periods for frame, cushions, cover and mechanism Yes / No 1 pt
  5. Body impressions in mattresses are measured with a straightedge and a depth gauge Yes / No 1 pt
  6. The measured depth is compared with the depth stated in the manufacturer's warranty Yes / No 1 pt
  7. Mattress claims record whether the mattress sits on a foundation or frame with center support Yes / No 1 pt
  8. Cover claims record the cleaning code of the fabric and what the customer used on it Yes / No 1 pt
  9. The service order states whether the claim was assessed from photos, at a home visit or in the store Yes / No 1 pt
  10. Denials are approved by the service manager before the customer is told Yes / No 1 pt
  11. A denied customer receives the reason in writing, with the warranty term it rests on Yes / No 1 pt
  12. A quote for a paid repair is offered when a claim is denied Yes / No 1 pt
  13. Goodwill exceptions name the person who approved them Yes / No 1 pt
  14. Goodwill exceptions stay within the limit set by company policy Yes / No 1 pt
  15. The vendor's authorization is obtained before a repair or replacement when the vendor requires it Yes / No 1 pt
  16. A third claim on the same piece is flagged for a replacement review Yes / No 1 pt
  17. Claims waiting for photos from the customer are followed up at the interval set by company policy Yes / No 1 pt
  18. Claims waiting for assessment Number
  19. Days the oldest unassessed claim has been waiting Number
  20. Quality of assessment on the claims sampled Rating
    • Classified promptly with reasons recorded 5 pts
    • Classified without reasons or late 3 pts
    • Claims sitting unassessed 1 pt

3. Technician visit 22 items

  1. Technician visits are booked with a time window Yes / No 1 pt
  2. The visit is confirmed with the customer the day before Yes / No 1 pt
  3. The technician receives the service order with photos before the visit Yes / No 1 pt
  4. The technician's vehicle carries touch-up markers, fill sticks and lacquer Yes / No 1 pt
  5. The technician's vehicle carries upholstery thread, needles and a staple gun Yes / No 1 pt
  6. The technician's vehicle carries a leather repair kit Yes / No 1 pt
  7. The technician arrived within the window on the last 10 visits logged Yes / No 1 pt
  8. The technician wears shoe covers in the home Yes / No 1 pt
  9. A drop cloth is laid under the work Yes / No 1 pt
  10. The technician inspects the whole piece, not only the fault reported Yes / No 1 pt
  11. Photos taken before and after the repair are attached to the service order Yes / No 1 pt
  12. Work that creates dust or fumes is done outdoors or in the shop Yes / No 1 pt
  13. A piece taken to the shop is collected against a pickup receipt signed by the customer Yes / No 1 pt
  14. The customer signs the visit report stating whether the repair is complete Yes / No 1 pt
  15. The visit report records the time on site and the parts used Yes / No 1 pt
  16. Contract technicians have a current signed agreement on file Yes / No 1 pt
  17. Contract technicians have a current certificate of insurance on file Yes / No 1 pt
  18. Contract technicians' invoices are matched to signed visit reports before payment Yes / No 1 pt
  19. Technician visits completed last week Number
  20. Repairs completed on the first visit last month (%) Number
  21. Days until the next available technician appointment Number
  22. Technician visits, from 5 visit reports reviewed Rating
    • Repaired, documented and signed 5 pts
    • Repaired but poorly documented 3 pts
    • Repeat visits for the same fault 1 pt

4. Parts 20 items

  1. Parts are ordered from the vendor within the time set by company policy after assessment Yes / No 1 pt
  2. Each part order quotes the serial or acknowledgment number from the law label Yes / No 1 pt
  3. Orders for cushion covers or leather panels state the color and the production date of the piece Yes / No 1 pt
  4. The customer is warned that a replacement cover may differ slightly in shade Yes / No 1 pt
  5. The open parts order report is reviewed weekly Yes / No 1 pt
  6. The vendor's promised ship date is recorded on the service order Yes / No 1 pt
  7. Parts past their promised ship date have been chased with the vendor Yes / No 1 pt
  8. Parts received are checked against the order for side, color and mechanism model Yes / No 1 pt
  9. Parts received are labeled with the service order number Yes / No 1 pt
  10. Labeled parts are stored in bins or racks reserved for service Yes / No 1 pt
  11. The customer is called to book the repair within the time set by company policy after the part arrives Yes / No 1 pt
  12. Parts held longer than the age set by company policy have been reviewed Yes / No 1 pt
  13. Taking a part from a stock piece requires a manager's approval Yes / No 1 pt
  14. A stock piece that gave up a part is tagged incomplete until its replacement part arrives Yes / No 1 pt
  15. Common parts (legs, glides, power supplies, hand controls) are stocked to a minimum level Yes / No 1 pt
  16. Defective parts are returned to the vendor with a return authorization when the vendor asks for them Yes / No 1 pt
  17. Open parts orders Number
  18. Parts on hand with no repair booked Number
  19. Days the oldest open parts order has been waiting Number
  20. Control of service parts Rating
    • Ordered, chased and matched to claims 5 pts
    • Ordered but not chased 3 pts
    • Parts lost or claims stalled waiting for parts 1 pt

5. Resolution 18 items

  1. Each closed claim shows how it was resolved: repair, part, replacement, reselection, allowance, refund or denial Yes / No 1 pt
  2. Replacements and reselections are approved at the level set by company policy Yes / No 1 pt
  3. Vendor credit is requested for each piece replaced as defective Yes / No 1 pt
  4. Replacement pieces are inspected for the fault in the original complaint before they are delivered Yes / No 1 pt
  5. Returned defective pieces are tagged with the service order number Yes / No 1 pt
  6. Each returned piece has a recorded decision: vendor return, clearance or disposal Yes / No 1 pt
  7. An allowance to keep a flawed piece is accepted by the customer in writing Yes / No 1 pt
  8. Allowances stay within the limit set by company policy Yes / No 1 pt
  9. Refunds are issued to the original form of payment Yes / No 1 pt
  10. Repair labor is claimed from vendors whose program reimburses it Yes / No 1 pt
  11. A claim is closed only after the customer confirms the repair or has been told the decision Yes / No 1 pt
  12. Claims open longer than the target set by company policy are reviewed weekly by the service manager Yes / No 1 pt
  13. Claims passed to the protection plan provider are noted on the customer's record Yes / No 1 pt
  14. The cost of parts, labor and allowances is recorded on each service order Yes / No 1 pt
  15. Open claims Number
  16. Open claims older than 30 days Number
  17. Average days from intake to close last month Number
  18. Timeliness of resolution Rating
    • Most claims closed within the company target 5 pts
    • Backlog of aged claims under review 3 pts
    • Aged claims with no action 1 pt

6. Customer follow-up 18 items

  1. The customer is contacted at each change of status (part ordered, part received, visit booked) Yes / No 1 pt
  2. No open claim in a sample of 10 has gone longer than the contact interval without a logged contact Yes / No 1 pt
  3. Contact notes show the date and the employee's name Yes / No 1 pt
  4. Each claim has a named employee responsible for it Yes / No 1 pt
  5. The customer has a direct phone number or email address for that employee Yes / No 1 pt
  6. Customers are called or surveyed after the claim is closed Yes / No 1 pt
  7. Claims are reopened when the customer reports that the fault has returned Yes / No 1 pt
  8. Online reviews that mention service are answered by a designated employee Yes / No 1 pt
  9. Complaints sent to head office are logged on the claim Yes / No 1 pt
  10. Claims by vendor and by item are reported to the buyers each month Yes / No 1 pt
  11. Customers waiting for a part past its promised ship date were told the new date Yes / No 1 pt
  12. Delivery damage totals are shared with the delivery manager each month Yes / No 1 pt
  13. The sales associate who sold the piece can see the status of the claim Yes / No 1 pt
  14. Customer satisfaction score after service last month Number
  15. Claims reopened last month Number
  16. Name of the service manager Short text
  17. Overall handling of service and repair claims Rating
    • Claims assessed, resolved and customers informed within company targets 5 pts
    • Claims resolved but late or only after the customer chased 3 pts
    • Claims stalled, lost or undocumented 1 pt
  18. Corrective actions required Comments

About this template

This checklist is part of the InspectLoop template library. Yes / No checks score 1 point when met; ratings score the points shown for each option. The overall score is the percentage of points earned, with N/A answers excluded. In InspectLoop you can add photos, assign corrective actions, require sign-off and compare results across sites.

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