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SubClik

Callbacks: the same fault coming back

When you log a job on a machine that was fixed recently, SubClik asks if it is the same fault coming back. A free callback is not charged; a charged one needs a reason.

Where: Log a call › 2 The job › Possible callbackFor Owners, admins, dispatchers

Step by step

  1. Log a call and choose the machine.
  2. If a job on that machine was completed within your callback window (30 days by default), an amber Possible callback. box appears in 2 The job, with a link to that job and how many days ago it was finished.
  3. Choose No, a new fault, Yes, not charged or Yes, but charged.
  4. For Yes, but charged, fill in Why it is charged (for example “different part failed, customer misuse”).
  5. Finish the form and press Log the call.

What happens on the job

The Charges & approval card shows “Callback for job #…” with a link to the earlier job.

A free callback has its call-out, labour and travel struck through as “free callback”. Parts are still charged unless you mark them No charge.

A charged callback shows the reason and is charged as normal.

The callback window

The number of days is a firm setting (0 to 365). At 0, SubClik never asks.

Tips

  • Look at the earlier job (the link opens in a new tab) before you decide: the work carried out and parts fitted tell you if it is the same fault.

Ideas to try

  • Use Finance › Reports to see which engineers and machines have the most callbacks, and use that for training or a machine swap.

Questions

The question did not appear, but it is a callback.

The earlier job was finished longer ago than your callback window, or was on another machine. The job is charged as normal; you can mark lines free by changing prices or rates.

Can I change my answer after logging?

Not on the job page. Cancel and log the job again if it was wrong, or adjust the charges before invoicing.

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