Diagnostic Fee, Estimate & Authorization: the full procedure
Collect the diagnostic fee policy, present a clear written repair estimate, and obtain customer authorization before performing paid work.
- Applies to: All technicians and office
- Frequency: Every diagnosed job before repair
- Scope: Defines how the diagnostic fee is applied and how a written estimate is presented and authorized. Business workflow only; technical scope of work defers to the field SOPs and to deferral for gas/refrigerant.
What you need
- Diagnostic fee policy
- Estimate template
- Parts/labor price list
- Written/digital authorization form
- Customer-facing explanation
- Work order
The procedure, step by step
- Apply the diagnostic fee — Confirm the agreed diagnostic/trip fee per the booking; state whether it applies toward the repair if approved.
- Build the estimate — List the diagnosed problem, required parts, labor, taxes, and total in a clear written/digital estimate.
- Flag deferred work — If any portion involves gas or sealed-refrigerant systems, note it as requiring a licensed/EPA 608-certified specialist, not included in standard repair.
- Explain options — Walk the customer through repair vs. replace considerations in plain language without pressure.
- Get written authorization — Obtain the customer’s signed or digital approval of the estimate before ordering parts or performing paid work.
- Record the authorization — Save the approved estimate and authorization to the job record.
- Proceed per the field SOPs — Only begin paid repair after authorization, following the service-call SOPs.
Quality check before you finish
- Diagnostic/trip fee applied per the agreed policy
- Written estimate itemizes parts, labor, tax, and total
- Gas/refrigerant portions flagged as specialist-only
- Repair-vs-replace explained without pressure
- Written/digital authorization obtained before paid work
- Authorization saved to the job record
- Paid work started only after approval
This is a free, source-anchored standard operating procedure (SOP) you can print and hand to staff. It documents the work sequence for a Appliance Repair business — not safety or regulatory rulings, which defer to the cited authorities, the applicable code, and your own health-and-safety plan. Open the tool above to print it, toggle ink-saver, or (with a free ToolFluency Business account) edit it to match your own workflow.
Sources
- U.S. Federal Trade Commission (FTC) (ftc.gov)
- United Servicers Association (USA) (unitedservicers.com)
- U.S. Small Business Administration (sba.gov)
About Free Estimate & Authorization SOP
Free printable SOP for appliance repair estimates: apply the diagnostic fee, present an itemized estimate, and get written authorization before repair.
How to use
- Read the full procedure top to bottom before the work — the SOP runs in order and each step builds on the last.
- Toggle Ink-saver (black & white) for a cheaper mono print for the binder; leave it off for the full-color version.
- Click Print SOP to print or save as PDF. Print one per crew, laminate it for the binder, or attach it to the job in your scheduling system.
- Train new hires on it and have staff sign off. Found something out of date? Use the feedback link — flagged SOPs are re-researched against the source list.
Frequently asked questions
Should I get written authorization before repairing?
Yes. Presenting an itemized written estimate of parts, labor, and tax and obtaining the customer's signed or digital approval before paid work protects both parties and sets a consistent standard. Many jurisdictions and consumer-protection norms expect written authorization before charges.
How are gas or refrigerant repairs handled in an estimate?
Flag those portions as specialist-only. The estimate notes that gas-line or sealed-refrigerant work must be performed by a licensed/EPA 608-certified technician under the manufacturer's service information, rather than bundled into a general repair.
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