Track repair requests after you accept them
Manage Shopify repair requests: verify the purchase, then track diagnosis, quote, repair, return, and closure
Direct answer. To manage repair requests for products you sold on Shopify, verify the purchase before accepting the request, then record each stage on the request itself: diagnosis, the quote the customer accepted, the repair, the return, and closure, rather than in an email thread. RepairProof EU verifies purchases before accepting repair requests, issues revision-linked repair forms with checksums, and tracks diagnosis, quote, repair, return, and closure. It does not determine legal compliance or provide legal advice.
Related: CRALedger Duty Records — CRA duty records before an Article 14 incident. Does not file ENISA notifications.
RepairProof EU (Shopify App Store) is a Shopify app that verifies purchases before accepting repair requests, issues revision-linked repair forms with checksums, tracks diagnosis, quote, repair, return, and closure, and preserves redacted repair records from intake through return. After you accept a request, keep a stage record: diagnosis notes, the quote the customer accepted, the repair done, the return shipment, and closure. It does not determine legal compliance, guarantee outcomes, or provide legal advice.
Free check first: EU repair information checker runs in your browser and sends nothing. Paste a repair policy and see which European Repair Information Form conditions it covers.
Job: after intake, run the five listed stages — diagnosis, quote, repair, return, and closure — as merchant-owned facts on the request, not as a loose inbox thread. Purchase verification is the gate before stage 1. Revision-linked forms are the proof file, not this page.
Install RepairProof EU — track diagnosis, quote, repair, return, and closure
The five stages — what to record at each
RepairProof EU tracks diagnosis, quote, repair, return, and closure on each request. Record only facts you already have.
| Stage | What to record |
|---|---|
| Diagnosis | Diagnosis notes — what you found before work starts |
| Quote | The quote the customer accepted — before work starts |
| Repair | The repair done |
| Return | The return shipment |
| Closure | That the job is closed |
The revision-linked form with a checksum is a later file on the EU right-to-repair proof — revision-linked forms page. This page stays on the stage record after accept.
Install RepairProof EU — track diagnosis, quote, repair, return, and closure
Why not orders and returns alone
Shopify Help Center Returns and exchanges says you can manage returns and exchanges from the Orders page. Returns usually involve a refund, a return (receive an item back, with optional return shipping labels and tracking), and an exchange.
Processing and managing returns is the next step on that same path: after you receive and inspect the items, you process the return, issue a refund or collect payment, fulfill any exchange items, and close the return.
A repair job still needs its own stage record — diagnosis notes, the accepted quote, the repair done, the return shipment, and closure. Native returns document refund and exchange. They are not that five-stage file.
Install RepairProof EU — keep a stage record next to native returns
Where Directive (EU) 2024/1799 fits
Directive (EU) 2024/1799 on common rules promoting the repair of goods applies from 31 July 2026 after national transposition. Two articles matter at this altitude; this page is not legal advice.
Article 5 — obligation to repair. Member States shall ensure that, upon the consumer’s request, the manufacturer shall repair goods for which, and to the extent that, repairability requirements are provided for by Union legal acts listed in Annex II. That duty sits on manufacturers of those listed product groups — or, if the manufacturer is outside the Union, the authorised representative, importer, or distributor in that order — not on every retailer.
Article 4 — European Repair Information Form. Repairers may provide the consumer with the European Repair Information Form set out in Annex I. It is optional for repairers. If offered, it is provided on a durable medium before the consumer is bound, and the stated conditions stay valid for at least 30 calendar days. Form detail lives on the revision-linked proof guide.
Confirm the live directive and your Member State’s measures. A stage record documents the workflow you ran. It does not decide whether a unit is in Annex II or whether a refusal was lawful.
Install RepairProof EU — track the listed stages on the repair request
Before stage 1: verify the purchase
Do not open diagnosis on an unmatched inbox claim. Match the requester to a Shopify order and product, then accept. That intake gate is the sibling Verify the purchase before you accept a repair request. This page starts after that accept.
App path
- Open the RepairProof EU listing (
apps.shopify.com/repairproof-eu) and install it on the store that takes repair requests. - Verify purchases before accepting repair requests — the intake gate on the sibling page.
- Track diagnosis, quote, repair, return, and closure. Record diagnosis notes and the accepted quote before work starts. Close the job with the return.
- Issue revision-linked repair forms with checksums when you issue a form. Keep redacted repair records from intake through return.
The app organizes merchant-supplied records. It does not determine legal compliance, guarantee outcomes, or provide legal advice.
Install RepairProof EU — verify the purchase, then track diagnosis through closure
What this page is not
- Not a returns or refunds desk. Native Shopify returns are the refund and exchange path cited above.
- Not warranty adjudication. A stage record does not decide cover or refuse a warranty claim.
- Not point-of-sale repair-counter software. This page is the after-accept stage file on a Shopify repair request.
- Not the intake gate. That URL is verify the purchase before you accept.
- Not the revision-linked form walkthrough. That URL is EU right-to-repair proof records.
- Not EmpCo spare-parts or repairability copy on the product page. That URL is producer-supplied facts on the PDP.
Install RepairProof EU — track diagnosis, quote, repair, return, and closure
Related pages
- Redacted repair records from intake through return — redaction trail, not the stage checklist alone
- Verify the purchase before you accept a repair request — intake gate before stage 1
- EU right-to-repair proof needs revision-linked forms — form file after intake, not the stage list
- EmpCo spare parts and repairability on the product page — pre-purchase PDP facts, not the after-accept queue
- Directive (EU) 2024/1799 on EUR-Lex
- RepairProof EU — live App Store listing
Paste your repair policy into the free EU repair information checker to see which repair form conditions it mentions.
Not legal advice. Not a compliance guarantee. Confirm Directive (EU) 2024/1799 and your Member State’s measures. Record diagnosis and the accepted quote before work starts; close the job with the return.