In a mobile shop, two phones of the same model and colour look identical, cost the same and sit in the same box. Only the IMEI tells them apart. When a customer comes back with a warranty claim, a stolen-phone query or a “this is not the phone I bought”, your IMEI records are what settle it.
This guide covers how to track IMEI and serial numbers properly and how to handle warranty without arguments.
What is IMEI tracking, and why does it matter?
Every mobile phone has a unique IMEI number (dual-SIM phones have two). It is printed on the box and can be shown on the phone by dialling *#06#. Other electronics carry a serial number that works the same way.
IMEI tracking means you record that number at two moments:
- When the unit arrives from your supplier or distributor.
- When you sell it to a customer.
With both records, any IMEI tells you the supplier, the purchase date, the buyer, the sale date and the warranty. Without them, you are relying on memory and paper boxes.
Why should a mobile shop track IMEI numbers?
- Warranty claims. You can prove when and to whom a unit was sold.
- Returns to supplier. You can show the distributor the unit came from them.
- Disputes. “This is not the phone I bought” is answered by the IMEI on the bill.
- Stock accuracy. You know exactly which units are on the shelf, not just how many.
- Theft. If a unit goes missing from stock, you know exactly which one.
How do you record IMEI when stock arrives?
- Open the supplier’s bill and the boxes together.
- Scan or type each IMEI against the right model and colour.
- Check that the count of IMEIs matches the quantity on the bill.
- Check that the IMEI on the box matches the one on the phone (
*#06#) for a sample of units, or for all high-value units. - Keep the supplier’s bill number with the purchase so you can find it later.
A barcode scanner reads the IMEI barcode on the box in a second and avoids typing mistakes in a 15-digit number.
How do you record IMEI at the sale?
At the counter, scan the IMEI of the exact unit you hand over, not “any one” of that model. Then:
- print the IMEI on the bill;
- print the warranty period or, better, the warranty end date;
- take the customer’s name and phone number for any phone with a warranty.
The phone number matters. When a customer returns months later without the bill, you can find the sale by their number.
What should a warranty record show?
| Field | Why it matters |
|---|---|
| IMEI or serial | Identifies the exact unit |
| Model and colour | Quick check at the counter |
| Supplier and purchase date | For claims back to the distributor |
| Customer name and phone | To find the sale without a bill |
| Sale date and invoice number | Starts the warranty |
| Warranty months / end date | Settles “is it still covered?” |
| Claim history | Shows repeat faults |
How do you handle a warranty claim?
A calm, fixed routine works best:
- Find the sale by IMEI, invoice number or the customer’s phone number.
- Check the end date. If it is outside warranty, say so politely and offer a paid repair.
- Check the unit. Does the IMEI match? Any physical or water damage your warranty excludes?
- Record the claim against the sale, with the fault and date.
- Give the customer a slip saying what was received and when to come back.
- Send the unit to the service centre or distributor with your purchase details.
- Close the claim when the unit is returned or replaced.
Writing claims down shows which models or suppliers give repeated trouble, which helps your next purchase.
How do returns and exchanges work with IMEI?
When a phone comes back, the same IMEI should go back into stock. If you sell a different unit in exchange, record the new IMEI on the new bill. Never “swap boxes” without updating the record; that is how two phones end up with each other’s paperwork.
What about used phones?
Many phone shops also buy and sell used phones. For used phones:
- record the seller’s name, ID number and phone number with the IMEI;
- check the IMEI is not reported lost or stolen before you buy it, using whatever check is available where you trade;
- keep a copy of the seller’s ID, as local rules allow;
- print your own warranty terms, if you give any, on the bill.
What warranty terms should you print on the bill?
Many warranty arguments happen because the customer and the shop had different ideas of what “warranty” meant. Print short, clear terms on every bill for a product with a warranty:
- Who gives the warranty: the manufacturer, the official distributor, or your shop.
- How long, as an end date, not just “1 year”.
- What is covered: for example, manufacturing faults only.
- What is not covered: physical damage, water damage, a broken screen, opened or repaired by others.
- What the customer must bring: the bill, the box, or just their phone number.
Keep the wording polite and plain. A customer who reads it at the counter is far less likely to argue later.
How do you handle accessories and items without an IMEI?
Chargers, cables, covers and protectors do not need individual tracking. Bill them by barcode or item code like any shop item. For mid-value items with a warranty, such as branded earbuds, power banks or smart watches, record the serial number printed on the box. The rule of thumb: if you would ever have to prove which exact unit you sold, record its serial.
How do you count phone stock?
Phones are small, valuable and easy to lose, so count them more often than other stock:
- Count the high-value phones every day at closing, by IMEI, not just by model.
- Count all serialised stock once a week.
- Scan each box and compare the list of IMEIs with the system, not just the total.
- Investigate any missing IMEI the same day, while staff still remember who handled it.
- Keep demo phones as separate items so they are not counted as sellable stock.
What should you look for in IMEI tracking software?
- IMEI or serial scanned at stock in and at sale, one per unit
- IMEI printed on the invoice
- Warranty months per product, warranty end date on the bill
- Search by IMEI, invoice number or phone
- Warranty claims recorded against the sale
- Returns put the same IMEI back in stock
- A serial and warranty register report
- Works offline, with backups
How does RMS handle IMEI and warranty?
In RMS, serial numbers and IMEIs are scanned when goods arrive and scanned at the counter when sold, one per unit, and printed on the invoice. Returns put the same serial back into stock. The Serials screen finds any serial: where it came from, who bought it, and the warranty. Products with warranty months print “Warranty until …” on the bill, and the Warranty screen finds a warranty by IMEI, invoice number or phone and marks a claim. There is also a serial and warranty register report. See inventory and purchasing and the mobile and electronics shop page.
Try RMS free for 14 days
Every installation of RMS starts with a free 14-day trial with all Pro features. No card is needed. Download RMS, receive a few phones with their IMEIs, and look them up in seconds.