Callback
A return visit to fix or finish work that should have been right the first time.
Updated
A callback is when a technician has to go back to a job because the problem was not fixed, or came back. Callbacks are usually unpaid, so keeping track of them shows where time is quietly being lost.
For example: an air conditioner repaired on Monday stops cooling again on Wednesday, and the technician has to go back. The second visit is usually unpaid, which is why callbacks are tracked. Counted by technician and by type of job, they show whether the cause is a skill gap, a missing part, or too little time booked for the first visit.
How Primemgr handles this
In Primemgr a return visit is booked as another visit on the same job, so the job's history shows every trip it took.