How to Request a Scanner Repair

When Does a Scanner Need Repair?

Scanners are built tough, but accidents happen. If your scanner has a cracked screen, won't print labels, can't scan barcodes, or has any other hardware problem, you can request a repair right from the ScanIt Parts dashboard. No phone call needed.

Common signs your scanner needs repair:

• Cracked, blank, or flickering screen
• Labels print faded, streaked, or not at all
• Barcode reader won't scan
• Battery won't hold a charge
• Buttons or trigger not responding
• Scanner won't power on
• Scanner keeps disconnecting from WiFi, hanging, or shutting off on its own

How to Create a Repair Ticket

The repair request is a five-step wizard. The whole thing takes about two minutes. You can do it 24/7 from any device with a web browser.

Step 1: Pick Your Scanner Brand

Choose Monarch or Chainway. This tells the system which scanner type you are sending in so it can show the right issue choices in the next step.

Step 2: Choose the Issue

Select the problem from the list. The issue options match your scanner brand. Printing issues such as "Not Printing" and "Printing Too Light" appear only when you pick Monarch. Chainway shows only the issues that apply to that device. If you switch brands on step one, any issue that does not apply is cleared automatically.

The Device ID is confirmed here along with the issue details. If your scanner is not yet in our records, you can still submit the ticket — choose the "unknown device" option and fill in what you know.

Step 3: Decide About a Loaner

If you need a scanner while yours is being repaired, you can request a loaner. A loaner scanner carries a $200 fee. You will be asked to confirm that you understand the fee before moving on. If you do not need a loaner, skip past this step.

Step 4: Enter Your Return Address and Contact Info

Enter the address where you want the repaired scanner shipped back. Add your contact name and phone number. Double-check everything is correct before moving on.

Step 5: Review and Submit

The wizard shows a summary of everything you entered. Review the scanner brand, issue, loaner choice, and return address. If anything looks wrong, go back and fix it. When everything looks right, tap Submit and you are done.

What Happens After You Submit

Shipping Tips

• Use the original box if you have it, or any sturdy box with padding.
• Protect the screen and printer area with bubble wrap.
• Remove a swollen or damaged battery and ship it separately.
• You only need to send the scanner itself. Leave chargers and cables at the store.

Check Your Ticket Status

You can check the status of your repair ticket any time. Go back to the ? icon in the dashboard and view your open tickets. You will see updates as the repair moves through each stage.

The Redesigned Ticket View

In spring 2026, the repair ticket page got a cleaner, two-column layout. The step rail on the left shows every stage your repair has reached — ticket created, scanner received, work order created, approval requested, approved, repair in progress, shipped back, closed — with the current stage highlighted. The ticket summary on the right shows your Device ID, issue type, work-order line items with totals at the top, attached photos, and the loaner QR code if a loaner was issued.

The "Get Approval" Workflow

If your repair needs new parts, labor, or other work that adds cost, the IPS technician posts the line items to your work order and clicks Get Approval. You receive an approval email with every line item and the total. The dashboard's Approval Status panel on the ticket also has Approve and Decline buttons. Approve to authorize the work; decline if the cost is wrong or you'd rather have the scanner shipped back as-is. Every approval action is logged on the step rail with a timestamp and the user who acted — so you have a clean audit trail.

Loaner QR Code

If IPS shipped you a loaner scanner while yours is being repaired, the loaner appears as a collapsible Loaner QR panel on the work-order view. The QR carries a payload prefixed with .DEVICEID followed by the loaner's Device ID. To register the loaner against your dealership, open the panel and scan the QR with the loaner scanner's camera. When your original scanner is repaired and shipped back, return the loaner using the shipping label that came with it.

Search for a Specific Ticket

Need to find a specific ticket? The Repair Tickets list now searches by Ticket ID, Device ID, customer name, and status. Use the search box at the top of the table; the placeholder text shows what fields are searchable.

Tips to Avoid Repairs

• Use the protective boot if you have one. It absorbs drops.
• Clean the scanner window with a soft cloth weekly. Keeps the barcode reader accurate.
• Clean the print head with a cleaning pen once a week. Prevents faded labels.
• Keep a spare scanner on hand so your team can keep working while one is out for repair.
• Report problems early. Small issues can turn into big ones if ignored.