Repair order not showing up
You searched for a repair order and nothing came back. Nine times out of ten you are on the wrong department tab. Work through these three checks in order — they take about a minute.
Check 1 — Are you on the right department tab?
A service repair order will not appear under Parts, and a parts invoice will not appear under Service. The tab has to match the kind of order you are looking for.
- 1On the Process Transactions screen, look at the tabs across the top: Sales, Service, Parts, Accounting.
- 2Click the tab that matches your order. Service repair orders are under Service. Parts invoices are under Parts.
- 3Search again. On the Service tab the box is Find a repair order; on the Parts tab it is Find a part order. Type the number and click Search.
Tip: Search by the invoice or RO number rather than the customer name. The number is an exact match; a name may be spelled differently in your DMS.
Check 2 — When did your DMS last sync?
Repair orders arrive in DealerWorks from your DMS on a sync. If the order was written a few minutes ago, it may simply not have come across yet. You do not have to guess — the screen tells you.
On the Service or Parts tab, just above the order list, there are two lines:
- Last success — when orders last came across, and how many arrived.
- Next sync — when the next one is due.
If the last successful sync was before the repair order was written, that is your answer. Wait for the next sync and search again.
If the last sync is hours or days old
That is not a normal delay — the connection to your DMS may have stopped. Take the payment using Check 3 below so your customer is not held up, then contact DealerWorks Support and tell us what the Last success line says.
Check 3 — Take the payment anyway
If a customer is standing in front of you, do not wait for the sync. You can take the payment now and it will still be recorded against the right order number.
- 1On the Service tab, find No Order ID — Enter payment details manually beside the search box.
- 2Click Manual Payment.
- 3Enter the customer, the RO #, and the Amount, then click Receive Payment and take the payment as usual.
For the full walkthrough, see How to Take a Manual Payment.
When to contact us
Contact DealerWorks Support if the order is still missing after all three checks, or straight away if the Last success line is hours or days old. Tell us:
- the RO or invoice number,
- which department tab you searched,
- what the Last success line says.
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