Repair estimates and approvals: getting authority, and recording it

Garage approval processes should distinguish clearly between fixed-price quotes and changeable estimates, as unapproved work can leave the business unable to recover costs and disputes often depend on evidence of customer authority. Effective approval records should capture itemised work, VAT-inclusive prices, the responsible person’s agreement, and timestamps, then be stored against the job rather than left in message threads. Messages should identify the vehicle, separate necessary repairs from advisory work, allow customers to approve or decline individual numbered items, and confirm partial approvals in plain language before parts are ordered. Additional faults found during repairs should be treated as separate approval requests, while photographs can illustrate visible conditions but do not replace diagnosis. The text recommends documenting declined work, recording roadworthiness warnings, assigning responsibility and deadlines for unanswered estimates, and using phone contact where messaging is unsuitable. It presents CodeWords as an automation platform that can connect garage systems, parts ordering, and WhatsApp to send, interpret, and record these communications, while emphasizing that automation supports rather than replaces technical judgement and customer authority.

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