In addition to selling products, your business may also provide services like repairs, cleaning, or maintenance.

After creating a service sale at the register or directly on the Services page without processing a sale, you can make quick edits and manage service details like statuses, schedules, notes, and users. You can also configure custom statuses to align with your workflow.

Customer and customer item details cannot be edited once a service is created. Services marked as complete cannot be edited.

Configuring custom service statuses

To better align with your service workflows, you can create, edit, and delete custom statuses. You can also reorder statuses so they are displayed and follow the order that makes the most sense for your business. All user roles can add, edit, and delete service statuses.

Creating a new status

1. Navigate to Services > Statuses.

2. Click Add status.

   

3. Enter a name for the status and click Add status.

   

Editing and reordering statuses

System statuses can't be edited or deleted. New, Cancelled, and Completed statuses can't be reordered.

To rename a service status, click the pencil icon beside it, enter a new name, and click Update. The name will change everywhere it is used and can't be undone.

To delete a service status, click the trash icon beside it and click Delete. If there are any services with that status currently active, you'll be prompted to select a new status to apply to those services. Select a new status from the dropdown and click Replace.

To reorder statuses, click the grid icon beside the status and drag up or down on the list.

Viewing service details

Viewing customer item details

When creating a service, you can select Add an item to log a customer's item, its description, and the condition it was in when collected.

1. Navigate to Services > Current tab.

   

2. Find the sale with the service you want to edit, then click to expand the row.

3. In the Customer's item section, review the item name, description, and condition information.

   

   This section will only be available if the Add an item option was selected during the creation of the service.

Viewing work to be done details

To view a summary of the work to be done for the service:

1. Navigate to Services > Current tab.
2. Find the sale with the service you want to edit, then click to expand the row.
3. At the top right of the row, review the current status.
4. In the Work to be done section, review internal notes, the location of the item (if applicable), the user who created the service, the date of creation, and any notes added during the sale.

Quick editing services

To make quick edits to a service like updating the status or adding a note:

1. Navigate to Services > Current tab. If prompted, select a register.

2. Find the sale with the service you want to edit, then click to expand the row.

   

3. Use the buttons on the right side to make quick changes:
   1. Change status to [status]: Apply the next status, for example New > Ready to work.
   2. Change status: Manually select another status from the dropdown.
   3. Change user: Reassign a service to a different employee.
   4. View sale: View details or make changes to the associated sale on the Sales history page.
   5. Add quick note: Add an internal note to the service. To add a customer-facing note, exit the window and click the Edit service button.
   6. Print service: Print a copy of the service for your records.

For additional options or to make multiple edits at once, click the Edit service button.

Editing services from the Edit services page

To edit an existing service sale from the Edit service page:

1. Navigate to Services > Current tab. If prompted, select a register.
2. Find the sale with the service you want to edit, then click to expand the row.

3. Click Edit service.

   

   If you see Edit schedule instead of Edit service, the scheduled service completion date has expired and should be updated.

4. On the Edit service page, you can:
   • Update the service status.
   • Change the assigned user.
   • Update the location of items.
   • Add notes.
   • Add or remove products or adjust quantity, price, or discount amount.
   • Send a deposit request.
   • Adjust the amount of time the service will take.
   • Adjust when the service is scheduled to be completed.
5. Click Save at the top of the page.

Changing service statuses

You can update the progress of your services with service statuses on the Services page.

1. Navigate to Services > Current tab.
2. Find the sale with the service you want to edit, then click to expand the row.

3. Click Change status to [status] to apply the next status, or click Change status to manually select another status from the dropdown.

   

4. (Optional) Add an internal note.

   

5. Click Change status to [status].

You can also update statuses on the Edit service page.

Assigning a user to a service

To assign a user or change the employee assigned to the service:

1. Navigate to Services > Current tab.
2. Find the sale with the service you want to edit, then click to expand the row.

3. Click Assign user or Change user to assign or reassign a user to the service.

   

You can also assign users on the Edit service page.

Adding labor and items to a service

To add labor and items to a service:

1. Navigate to Services > Current tab.
2. Find the sale with the service you want to edit, then click to expand the row.
3. Click Edit service.

4. In the Products section, search for a product and click to add it to the service. To make changes to the quantity, price, or discount, click the product name to expand the row. To remove a product, click the trash (Delete) icon.

   

5. Click Save at the top of the page.

Sending a deposit request

If you use Lightspeed Payments, you can email a deposit request from the Edit services page.

1. Navigate to Services > Current tab.
2. Find the service and click to expand the row.
3. Click Edit service.
4. In the Products section, click Send deposit request.

5. Enter the amount to request and click Send deposit request.

   

6. Confirm the customer's email address and add a note, if required.

7. Click Send payment request.

   

After sending the request, your customer will receive an email with a link to a secure payment portal where they can complete the payment, save their card details for future purchases, and print a pdf of the invoice.

When your customer makes a payment, you'll get a notification in Retail POS (bell icon), the payment will display under the total on the Edit service page, and will be recorded in your Sales history.

All payment request links expire after 14 days.

Adding or modifying a service schedule

You can add or modify a schedule even if it wasn't added to the sale when it was created. To edit the service schedule:

1. Navigate to Services > Current tab.
2. Find the sale with the service you want to edit, then click to expand the row.
3. Click Edit service.

4. In the Schedule section, enter how long the service will take in hours and minutes. This time will be added to the New schedule column in the table. Then, select a date the service will be completed from the table or using the calendar date picker. To reset your selection, click Clear scheduling.

   

   Previously entered service time will appear in the Scheduled services column. Entering additional Hours or Minutes will add that amount of time to the New schedule column. For example, if you had a scheduled service of 1 h 0 min and enter 30 in the Minutes field, the new schedule will be 1 h 30 min.

5. Click Save at the top of the page.

Adding internal notes to a service

You can track important service information by creating internal notes for employees only.

1. Navigate to Services > Current tab.
2. Find the sale with the service you want to edit, then click to expand the row.

3. Click Add quick note to add an internal note to the service.

   

You can also add internal notes on the Edit service page.

Adding customer-facing notes to a service

You can log important service information on customer receipts with notes that are visible to the customer.

1. Navigate to Services > Current tab.
2. Find the sale with the service you want to edit, then click to expand the row.
3. Click Edit service.

4. In the Notes section, add a note with applicable service information, and check the Visible to customer box.

   

5. Optionally, if you want to add a photo, click + Add photos to note, then click Upload photos or drag and drop the photo into the upload area. If you want to delete a photo, click the X (Delete) button in the top-right corner of the photo, or drag and drop the photo outside of the upload area.

   You can only add up to 10 photos with a maximum file size of 8 MB per photo.

   

6. Click Add note.
7. Click Save at the top of the page.

Completing a service sale

Once your service is completed, you need to mark it as Completed in Retail POS.

1. Navigate to Services > Current tab.
2. Find the sale with the service to be completed, then click to expand the row.

3. Click Change status to completed or Change status > Completed.

   

4. (Optional) Enter the item's location in the store.

   

5. By default, the email notification option will be toggled on to notify your customer that their item is ready to be picked up. To turn off the email notification, toggle off Notify (customer email address).

   This email is automated and can't be edited or customized.

6. Click Change status to completed.

Completing unfulfilled sales with services

After marking an unfulfilled service sale as Completed on the Services page, you will also need to mark it as completed in the Sales history.

1. Navigate to Services > All tab.
2. Find the completed sale with the service, then click to expand the row.
3. Click View sale.

4. In the Sales history expanded sale row, click Mark as complete.

   

5. Review the warning message, then click Mark as complete. This action cannot be undone.

   

Managing completed services

To view details, add a quick note, or print a copy of a completed service:

1. Navigate to Services > All tab.

   

2. Find the sale with the service you want to edit, then click to expand the row.

3. Click the Details and Labor and items tabs to view the work details, notes, and item information.

   

4. Click View sale to view the sale information on the Sales history page, Add quick note to add an internal note to the service, or Print service to print a copy for your records.

Canceling a service sale

If you need to cancel a service order, you can void the sale in Retail POS. Once the sale is voided, the service is automatically marked as canceled.

What's next?