Dwell · Evidence pack
An evidence pack for every repair quote, from a record nobody can edit.
When a customer says the repair took too long, memory and old emails are not enough. In Dwell, one click on any quote makes a PDF of everything that happened to it, in order, with times and who acted.
It shows how long the unit waited on the customer, on suppliers and on you. It shows every send, view, reminder and reply. And it says whether the log behind it checked out.
01 / What is in it
The whole quote, in one PDF.
Times are printed in your shop's timezone, and the pack names who generated it and when.
- The summary
- When the quote was sent, its status and who approved it, how many calendar days it waited, how many times the customer viewed it and how many reminders went out.
- Where the unit was
- Each stage with its start and end times. Then who the unit was waiting on and for how long, with the parts on order whenever a supplier held it.
- The quote as sent
- Customer and contacts, unit, part and serial numbers, your work order reference, price, validity date, turnaround after approval and findings.
- The timeline
- Every event on the quote: sends, delivery confirmations, views, reminders, queries, replies and the approval.
- Thread and photos
- The query thread in full, and the photos as sent to the customer.
- Integrity
- Whether the hash chain verified when the pack was generated, with the count of events checked.
02 / The log behind it
Append-only and hash-chained.
Every event on a quote is written to a log that only grows. The database refuses edits, including from us. Each event is chained to the one before it with a SHA-256 hash, so changing an event, or slipping one into the sequence, breaks the chain.
Every pack checks the chain as it is made and prints the result. If the check fails, the pack says so and names the event where the chain broke.
- Viewed
Recorded only when the quote page has been open in a visible browser tab for two seconds.
- Delivered
Delivery confirmations come from the mail provider. A bounce is recorded too, and reminders to that address pause.
- Approved
The approver's name and the time, with the price and validity date they approved.
- Erased
If a contact's personal data is erased on request, their name is replaced in the pack. The event stays, and the erasure itself goes on the record.
03 / Read as it ran
Fair to both sides.
A record only settles an argument if the other side can trust it. So the pack counts your time as plainly as theirs.
- Who was waiting on whom
- It states how long the quote waited on the customer and how long on you. Supplier time counts only while you had parts on order recorded. Your share includes teardown and quoting, unanswered queries and your own repair and inspection work.
- Weekends shown honestly
- A reminder that fell on a Saturday is shown held to Monday, so the schedule reads as it ran.
- Unanswered is on the record too
- If the customer never clicks, the pack shows what was sent, to whom, when, and that it went unanswered.
04 / Where it is kept
Hosted in the EU. Three years by default.
Quotes, photos, threads and the log are stored in the EU. Closed quotes are kept for three years by default, and the shop's owner can set anything from one to ten years. When a closed quote passes that period, it is deleted with its log. Apart from deleting a draft that was never sent, that purge is the only way events leave the log.
The pack itself is a file you download. Keep it with the job, or send it to the customer.
05 / Questions
On the evidence pack.
- Who can make an evidence pack?
- Anyone signed in to your shop, from the quote's own page. It is generated on the spot, so it includes everything up to that moment.
- Can anyone change the log behind it?
- No. The database rejects edits to the log, including from us. Events leave it only through the retention purge, once a closed quote is past your retention period, or when you delete a draft that was never sent.
- Is the evidence pack a release certificate or a maintenance record?
- No. It is a commercial record of the quote: what was sent, when, to whom, and what happened next. It does not replace the records your approval requires you to keep.
- Does my customer need an account?
- No. They get an email from your shop with a link. It opens the quote, findings and photos, and offers two actions: approve or query. Approval captures their name, email and the time.
06 / Next
Have the record before you need it.
€490 per site, per month, plus VAT where it applies. The evidence pack is included, on any quote. 14-day free trial, no card. Sign-up is by invitation: leave your details and Oliver sets up your shop by hand.