How to Record Damage at Drop-Off and Handle Laundry Claims

"You damaged my dress" is the hardest conversation a laundry has. The answer is a record, made at the counter with the customer present, of how each item came in.

Step 1: describe and tag every item at drop-off

1. On Laundry → New drop-off, describe each item so it can be told apart: colour, brand, pattern.
2. Tap every condition tag that applies, such as Stained, Torn, Missing button, Faded, Colour may run or Delicate.
3. Point the marks out to the customer before you save.

Your list of tags is set under Laundry → Settings → Condition.

Step 2: add photos of any damage

1. After saving, on the ticket page, go to Photos.
2. Choose the pictures (on a phone, this opens the camera) and click Add photos. Add as many as you need.

   

Step 3: print and hand over the customer copy

The ticket prints each item's description and condition on both the CUSTOMER COPY and the SHOP COPY. Put your policy in Terms printed on the ticket under Laundry → Settings, for example "We are not liable for colour run or shrinkage on unlabelled items", so the customer receives it with every ticket.

When a customer makes a claim

1. Find the ticket on Laundry → All tickets by ticket number, name or phone.
2. Show the item's description and condition tags, and the photos.
3. Check the History on the ticket: every stage, edit and handover, with who did it and when.
4. Check the handover: the pieces counted out and the name in Collected by.