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Rules and customer preferences

Find every workshop setting in one place and record what each customer has agreed.

Updated 23 September 2026

Why
Terms agreed on the phone live in one person's head until they are written where everyone can see them.
What
The Rules view holds the workshop's settings, and each customer record holds what that customer has agreed.
How
An administrator sets rules at /app/servicing?view=rules and a customer's terms on their record at /app/customers/[id].

The Rules view

Each rule shows its sentence, its value, an On or Off switch and who overrides it. A preset's rules arrive Off.

RuleGroupWhat it says
Not economicalThresholdsAsk the customer when the service costs more than this share of a new one.
Urgent surchargePricing linesAdd this to a job marked urgent.
Rework at no chargePricing linesPrice a rework for our own fault at nothing, and keep its cost.
Minimum batchDefaultsPropose a batch at or above this count.
Always confirmConfirmationsAlways ask the customer in these cases, whatever their other rules say.
Default valueDefaultsSeed a parameter this customer always wants.
Per tool or per batchDefaultsRegister these as one tool each, as a set, or as a batch.
MarkingPricing linesCharge for putting an id on an item that arrived without one.
PackagingPricing linesCharge for packaging we supply, at cost plus this markup.
Compliant return discountPricing linesReward a customer who keeps sending items back in good order.
Prices at collectionVisibilityShow prices on the rep's phone at the kerb.
Re-price thresholdThresholdsAsk the customer when the measured price moves further than this from the declared one.
Standing approvalConfirmationsCover a change without asking, up to what the customer has agreed.

A rule can be overridden for a customer or a service, and the row says how many of each take it as it stands.

A customer's terms

  1. Step 1.

    Open the customer at /app/customers/[id] and find the Servicing panel.

  2. Step 2.

    Set Confirm before work, Pre approved up to, Scrap without asking below, Budget, Register as and Prices at collection, or leave each on Use your workspace.

  3. Step 3.

    Add Their own limits, the Collection day and cadence and Signature required, then Save terms.

Each field shows the value in force today and where it comes from. Sales can read the panel and set the plain facts; the terms that change the workflow are set by an administrator.

The Rules view and the customer's terms record what has been agreed; they do not change a price. What stops or warns on a price today is the service definition's own Block and Warn rules, and what sends a repriced item for approval is Inspection approval delta (%) in Settings then Organisation.

Related

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