The full path a repair takes through Fixably out of the box — however the device arrives (dropped off or shipped in), through diagnosis, parts and the OEM repair, to the two ways it goes back to the customer: picked up in store, or shipped home. This is the standard workflow before any custom macros or automations are added for your team. Later articles and videos cover the step-by-step how-tos.

The journey at a glance

1. Created — the order is opened
2. Arrives — the device is dropped off or shipped in, and received
3. Repair — diagnose, order parts, and record the repair (GSX / GSPN / Repair Matrix)
4. Complete — the repair is closed (Close Repair macro)
5. Notified — the customer is told it's ready (or sent tracking)
6. Return — pickup in store, or shipped back

Throughout, we note who does what: your team, the customer, or Fixably automatically — and which parts are optional / not on every tenant.

1. The order is created

An order can start several ways. This is about how the order record is opened — separate from how the device physically arrives (next section). However it starts, finalizing it (the check-in macro’s “Undraft” step) adds it to your service queue and starts turnaround tracking.

• Check-in at the counter (macro) — your team runs a check-in macro (e.g. Check-in Mac (VMI)): captures the device, warranty, diagnostics, inspection, issue, tasks, customer and delivery method.
• Scheduled visits (appointments) — from Fixably’s Appointment Manager calendar or the Service Booking portal, from Apple’s GSX Appointment Scheduler, or a Samsung GSPN in-home booking.
• Self-service, API & Zapier — customers open an order in the Customer Portal; or orders are created programmatically through Fixably’s API, including no-code Zapier automations built on that API.

Who: your team, the customer, or automated. Appointment scheduling and the Customer Portal are optional per tenant.

2. The device arrives & is received

Fixably always tracks where the device physically is. The order is “received” when it reaches your service location — whether that’s over the counter or in the post. Receiving moves the order into its first working status.

Who: your team receives; the customer ships; tracking is synced automatically.

3. Diagnose, order parts & repair

With the device received, the order moves through your workflow statuses while the technician works. Where the repair is handled with an OEM, a repair case is opened alongside the order.

• Status progresses — e.g. Processing → Waiting for parts → Parts arrived. Status names are examples; yours are configurable per queue.
• Diagnosis & notes — the technician confirms the fault; issue, diagnosis and resolution notes are captured (required before completion).
• Parts are ordered — through the OEM (Apple GSX / Samsung GSPN) or your own suppliers; parts are received into stock and installed.

Where the repair is recorded:

Who: your team. GSX and GSPN are each enabled per tenant — you may have one, both, or neither.

4. The repair is closed

When the work is done, your team runs a macro instead of clicking a “close” button — so every order closes the same way, ready for either return path.

Macro: Close Repair. It automatically:

• Records the resolution — what was done to fix the device.
• Closes the repair and dispatches the order lines (formally issues the parts and products).
• Prints any required paperwork, such as a GSX parts return label.
• Moves the order to Ready for pickup.

Started by your team, then automated by the macro.

5. The customer is notified

Reaching Ready for pickup triggers a standard automation Fixably configures for your tenant — the customer is emailed automatically, with no manual step for your team.

• The status change is the trigger. When the order reaches Ready for pickup, Fixably emails the customer the Order Ready template.
• If the device is shipping back, the customer instead receives a tracking link email once the outbound shipment is created (see below).

Automated by Fixably.

6. Return to customer — two ways the device goes back

The journey ends one of two ways, depending on how the customer gets their device.

Repairing centrally: the depot pattern

Many providers take a device in at one store but carry out the repair at a central location. Fixably handles this as a move between your own locations: the device is sent on an internal transfer, and its location and status travel with it — so anyone looking at the order can see exactly where the device is at every step:

1. Intake at the store — order created and device received, as usual.
2. Internal transit to the repair centre — the order moves to “in internal transit,” and the device is marked in transit between your locations.
3. Received at the depot — scanned in on arrival, the device moves to the repair centre and work begins.
4. Repaired, then sent back — either transited back to the originating store for pickup, or shipped straight to the customer.

Note: internal transfers between locations are enabled per tenant. Apple also has its own depot / whole-unit mail-in repair types (with a depot shipper label) for sending a unit to Apple — separate from moving devices between your own locations.

Carriers you can connect

Shipping — inbound (device posted in) and outbound (device shipped back) — runs on Fixably’s shipments: shipment requests, carrier labels, tracking numbers with automatic status updates, barcode receiving, and end-of-day manifests. Carriers are optional and configured per tenant. You connect them one of three ways, or skip integration with a manual carrier.

Additional carriers are available by arrangement. A connected carrier provides label generation and tracking; the manual option records the shipment without an API call.

This is the baseline — not the ceiling

Everything above is how Fixably handles an order out of the box, whichever way the device arrives and however it goes back. It’s the standard path your team can rely on from day one.

From here, Fixably is tailored to you: custom macros, statuses, automations and integrations that fit how your business runs. Later articles and videos cover the step-by-step how-tos for each stage.

A few things vary by tenant: status names (like Ready for pickup or Processing) are configurable per queue and shown here as examples; and GSX, GSPN, appointment scheduling, the Customer Portal, internal transfers and each carrier are enabled per account — so your team may have some and not others.