What Happens After You Submit a Repair Request?

After submitting a repair request through Quick Help, Your IT and Tech Mates reviews the details and may ask for more information before preparing a quote. No repair starts until you approve the official quote. After the work is complete, an invoice is issued and warranty information is added to your job record.

When you submit a Quick Help request, the system creates a job record and sends your details to the Your IT and Tech Mates team. If Smart Assist was used during the intake, the request will include any prompts, service path selection and safety acknowledgements from that session.

After the request is created, you will have a job number. Save this — you will need it to check your status online, along with the contact detail you provided. You can use the job number to track progress at any time using the repair status page.

If you need to add more information — additional photos, a model number you found later or a detail you forgot to include — you can contact Your IT and Tech Mates directly and reference your job number. The team will add the extra details to the job record.

A technician reviews the submitted details. Depending on the repair type and how much information was provided, this may be a quick review leading straight to a quote, or it may involve a follow-up question about the device, the fault or the situation.

For some repairs — particularly screens, batteries and internal components — the technician may need the exact model number, a clearer photo of the label or a description of what the device was doing immediately before the fault started. See the guide on what details help get a faster quote to understand what is most useful to include from the start.

For liquid damage, data recovery and complex faults, the technician may need to inspect the device before a quote can be confirmed. In those cases, the job will move to a physical inspection stage before the official quote is prepared.

When enough information is available, the technician prepares an official quote. You will receive a secure quote link by email or through your job record. The quote shows the scope of work, the price, any staged payment schedule if applicable and the terms.

No repair starts until you review and approve the official quote. This is a deliberate and important step — it protects you from unexpected costs and gives both sides a clear record of what was agreed. See the related guide on how repair quotes, invoices and payments work for a full explanation of the difference between an estimate and an official quote.

The quote is usually valid for 7 days from the date it is issued. If your situation changes — you find a different model number, the fault changes, or you need additional work — contact the team before approving so the quote can be updated if needed.

After the relevant work or charge is ready, an invoice is issued. The invoice shows the amount payable, the due date and a payment link. Invoices are normally payable within 14 days unless a different arrangement has been agreed.

Card payments are processed through Stripe and are confirmed securely server-side before the invoice is marked paid. Cash payments are confirmed after admin receives the money. Bank transfers are confirmed after the funds are checked. Customers cannot mark their own invoice as paid. See the guide on how online invoice payments work for service businesses for more detail.

After payment is confirmed, a paid receipt is sent automatically with the invoice number, amount, payment method and payment date.

After the repair is completed or the device is delivered, Your IT and Tech Mates sets the warranty start date on the job record. The warranty information — including the start date, expiry date and a claim option — then appears on the customer repair status page.

Warranty covers the specific fault that was repaired and any parts supplied. It does not cover new damage, liquid damage, unrelated faults, software issues or customer-caused damage. See the full guide on how repair warranty works for a detailed explanation of what is and is not covered, and how to raise a warranty claim if needed.

If you have any questions after the job is completed — about the repair, the invoice, the warranty or a returning issue — you can contact Your IT and Tech Mates through Quick Help by starting a new request and referencing your original job number.