Start a Repair Order from the App

You can now get to the eService tool repair page from the app.

While they're uncommon, tool malfunctions or breakdowns can be frustrating, leading to downtime and loss in productivity on the job.  

If you do find yourself in the situation, you can use our eService website to facilitate your tool repair process. We’re currently working to integrate eService with One-Key so you can complete this action within your workflow in the app, reducing the number of steps needed to get your tool order completed.  

In the meantime, we’ve built a new button into your tool’s details page to help you initiate the process. That way, you don’t have to remember an additional page, and you’ll be able to get where you need from inventory. Let’s show you how to use it.  

You can select any of the below bulleted items to be taken to the corresponding section of this article where we discuss each of them: 

 

How to "Start Repair Order" on iOS

Follow these steps to start a repair order on iOS: 

  • You’ll start by launching the One-Key mobile app on your iOS device and logging in. 
  • Inventory should load by default, but if you’ve been working in another section of the mobile app on your iOS device, select Inventory, then Items along bottom and top navigation menu, respectively. 

inventory-nav-ios

  • Scroll your inventory, filter, or use the search bar to find the specific inventory item you’re looking to start a repair order on. You can also scan your item’s barcode to find it quickly.  
  • On your tool’s details page, scroll down. Under “Service & Warranties,” select “Start Repair Order.” 

item-detail-start-repair-order-ios

  • A “Start Repair Order” page will load.  

start-repair-order-button-ios

  • You’ll tap the “Start Repair Order” button at the bottom of your screen to begin the tool repair order process through eService.  

Note:  We’re still working to integrate eService and One-Key, so when you click this button, the eService “Tool Repair webpage" will open in your iPhone’s browser — that said, we’ve included  “Copy” to Clipboard buttons (indicated in blue text) beside your item information (e.g., model #) so you can more easily grab this information when filling out your eService request.  

  • When you’re ready, tap the “Start Repair Order” button to prompt the eService “Tool Repair" webpage to open in your iPhone’s browser. 
  • If you aren’t already logged into One-Key in your iPhone browser, you’ll be prompted to log in. Once logged into the eService “Tool Repair” webpage, you’ll be prompted to “Add Tool” and then to use the Product Search to find your item. You can go back to the One-Key mobile app to “Copy” your model number from your item’s details page and paste it into the Product Search, then tap “Search.” 

add-tool-and-model-number-ios

  • Your tool will load. Tap the “Add” button to begin the repair order process. 

add-item-tool-repair-ios

  • You’ll be prompted to add your tool’s serial number next. 

enter-serial-number-ios

  • If you’ve added your serial number to your tool in One-Key, you can switch back to the One-Key mobile app and use the “Copy” button to copy and paste your serial number into the “Look Up” field. If you haven’t added it to One-Key, you can manually — you can find the serial number on the label on the side of your tool, denoted “Ser.”: 

MKE Serial Number

  • But don’t worry — if you don’t have your serial number on hand, you have two additional options: 
    • “I can’t find my serial number” 
    • “My serial number is unreadable” 
  • Select one of the above options that most accurately describes your situation, and you’ll be prompted to upload proof of purchase, invoice, or a receipt — which will be used to help our service team determine the start date of warranty coverage to determine your coverage or calculate the overall cost of the repair. If you don’t have this information, that’s okay — we’ll use the manufacture date to determine warranty coverage. 

upload-recipt-ios

  • Upload your receipt if you have it and select one of the following: 
    • “Proof of Purchase included in shipment.” 
    • “Proof of Purchase NOT uploaded in shipment.” 
  • An explanation on how warranty coverage will be determined will show the repair cost if the tool is determined to be out of warranty. 
  • If you’re ready to proceed, select “Enter Repair Details.” 
  • Select as many of the “problems” that describe what’s wrong with your tool as well as what you’re sending with your item (e.g., carrying case), then select Submit

select-problem-and-what-is-included-repair-order-ios

  • You now know how to begin the repair order process from One-Key.  

continue-to-shipping-ios

You’ll continue to shipping by hitting “Submit” and begin the process of sending your tool to get professionally repaired by one of our service centers. 

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How to “Start Repair Order” on Web 

Follow these steps to start a repair order on web: 

  • You’ll start by launching the One-Key web app and logging in.  
  • Inventory should load by default, but if you’ve been working in another section of the web app, select Inventory, then Items along left navigation menu. 

inventory-items-nav

  • Scroll your inventory, filter, or use the search bar to find the specific inventory item you’re looking to start a repair order on. 
  • On your tool’s details page, you’ll see under “Services and Warranty” a new button labeled “Start Repair Order.” Select this button. 

web-start-repair-order-button

  • A “Start Repair Order” card will pop up under your selected tool with a “Start Repair Order” button to begin the tool repair order process through eService. 

repair-order-start-screen-web

Note:  We’re still working to integrate eService and One-Key, so when you click this button, the eService “Tool Repair webpage will open in a new tab — that said, we’ve included “Copy to Clipboard” buttons  copy to clipboard icon beside your item information so you can more easily grab this information when filling out your eService request.  

  • When you’re ready, select the “Start Repair Order” button to prompt the eService “Tool Repair webpage to open in a new tab.  

eService start page and search popup

  • Once on the Service "Tool Repair" webpage, you’ll click the “Add Tool” button to begin your process, which will initiate a “Product Search” popup — switching tabs between this page and One-Key, you can click the Copy copy to clipboard icon button beside your tool’s model number, which you can paste into the ”Product Search” field, then tap the “Search” button. 

tool search-web

  • Your tool will load. Tap the “Add” button to begin the repair order process. 
  • You’ll be prompted to add your tool’s serial number next. 

enter-serial-number-web

  • If you’ve added your serial number to your tool in One-Key, you can switch back to you other tab and use the copy to clipboard icon button to copy and paste your serial number into the “Look Up” field. If you haven’t added it to One-Key, you can manually — you can find the serial number on the label on the side of your tool, denoted “Ser.”: 

MKE Serial Number

  • But don’t worry — if you don’t have your serial number on hand, you have two additional options: 
    • “I can’t find my serial number” 
    • “My serial number is unreadable” 
  • Select one of the above options that most accurately describes your situation, and you’ll be prompted to upload proof of purchase, invoice, or a receipt — which will be used to help our service team determine the start date of warranty coverage to determine your coverage or calculate the overall cost of the repair. If you don’t have this information, that’s okay — we’ll use the manufacture date to determine warranty coverage. 

upload-receipt-web

  • Upload your receipt if you have it and select one of the following: 
    • “Proof of Purchase included in shipment.” 
    • “Proof of Purchase NOT uploaded in shipment.” 
  • An explanation on how warranty coverage will be determined will show the repair cost if the tool is determined to be out of warranty. 

if service is chargable information and enter repair details button

  • If you’re ready to proceed, select “Enter Repair Details.” 
  • Select as many of the “problems” that describe what’s wrong with your tool as well as what you’re sending with your item (e.g., carrying case), then select Submit

repair details

You now know how to begin the repair order process from One-Key. continue to shipping by hitting “Submit” and begin the process of sending your tool to get professionally repaired by one of our service centers.   

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We're diligently working to integrate eService with One-Key. In the meantime, the "Start Repair Order" buttons in the mobile and web apps allow you to start the process of filling out an eService request. Additionally, copy-to-clipboard buttons allow you to grab the necessary information to fill out your service request in your browser (on web or in your mobile browser), which will make the process a little easier as we prioritize a deeper integration.