Give a device back with an OTP

Available on Standard and above

You can add a delivery on every plan. Checking it with an OTP needs the Standard or Enterprise plan.

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Use this when the customer comes to collect their device. They read out a one-time code (OTP) sent to them, so you have proof of who took it.

Before you start

• The customer needs an email address or a mobile number saved. The code goes to whichever they have, or both.
• Outside India, the code goes by SMS only if you’ve set up your own SMS provider (Twilio or BulkGate). Without one, only the email is sent.
• Don’t see Add delivery? Ask your shop owner to let you create and edit jobs (Jobs — Create & edit).
• Usually the repair is finished first, for example the job is Completed.

Steps

On a computer

1. Go to Jobs and click the job.

2. Click Job actions, then click Add delivery.

   The Add delivery window opens.

3. Choose the Delivery mode, for example Customer Pickup.

4. Next to Confirm delivery with OTP, click Send OTP.

   You see “OTP sent by SMS and email”. The button counts down 30 seconds, then changes to Resend OTP.

   

   Desktop

5. Ask the customer for the 6-digit code. Type it into Verify OTP.

   The code is checked as soon as you type the last digit.

6. If you like, click Add more details. Here you can set the job Status (for example Completed and Delivered), Delivered by, a Comment or photos.

7. Click Save.

   The Delivery created window opens: “The item is marked delivered.”

8. Under Notify customer, tick how to tell the customer and click Send & close. Or print the delivery challan from this window.

On a phone

New to the phone app? See Getting around on your phone.

1. In the bottom bar, tap Jobs. Then tap the job.

   Don’t see Jobs in the bottom bar? Tap More › Daily work › Jobs.

2. Tap ⋮ (Job actions). Then tap Delivery.

3. Tap Delivery mode and choose one.

4. Next to Confirm delivery with OTP, tap Send OTP.

5. The customer reads out the 6-digit code. Type it into Verify OTP.

6. If you like, tap Add more details to set the Status and other details.

7. Tap Save.

8. In the Delivery created window, tap how to tell the customer under Notify customer. Then tap Send & close.

Phone

Done!

The job now has a delivery record, checked with the customer’s code. The delivery challan is ready to print or share.

Good to know

• How the code is sent. By email if the customer has one, and by SMS if they have a mobile number. Never by WhatsApp. The message on screen always says “SMS and email”, even if only one was possible.
• Each code works for 30 minutes. Resend OTP sends a new code, and the old one stops working. Sending a delivery code for another job of the same customer also cancels the earlier code. Always use the newest one.
• After you send a code, Save stays greyed out until the right code is typed in.
• Status after delivery. The Status in More details starts with your shop’s Job status after adding delivery setting. If that’s empty, it keeps the job’s current status. Pick Completed and Delivered to close the job now.

Other things you may see

• No email and no mobile. You see “The customer has no email or mobile number. Add contact details before sending the delivery OTP.” Add a contact to the customer and try again.
• Already given back. If the job already has a delivery, the window warns “Already delivered. View the delivery challan?”.
• Courier. If you choose Courier as the delivery mode, you can add the Delivery provider, Tracking ID and Delivery charges.
• Signatures. On the Standard plan and above, you can also get the customer’s signature on the delivery challan. See Get the customer to sign a job document.

Pickup & drop has its own handover code. This article is about giving a device back at the counter.

Something not right?

• The customer didn’t get the code, or the code doesn’t work: see The customer didn’t receive the delivery OTP.
• You don’t see Confirm delivery with OTP: your shop is on the Lite or Basic plan. See Plans and what’s included.