How To: Process a Return Repair (Rework) Ticket

The Return Repair Ticket process allows you to perform warranty or rework repairs for your customer. You will be able to create a new ticket for the customer to replace any services or parts used in the original repair, and waive charges for any items covered under your service warranty/guarantee. Rework tickets are created from the original repair tickets while tracking unique information about your return repair, so you can make improvements and increase your profitability. To process a standard return, see How To: Process a Return


Working With a Return Repair Ticket

When a Return Repair Ticket is created, follow the standard repair workflow for a repair ticket. Follow this link for a flow chart of our Repair Ticket Workflow. You can also view a video on how to process a return repair here.


The following tutorial will guide you through the return repair process. If you have questions about performing a refund from a rework ticket, see Returning/Refunding a Return Repair (Rework) Ticket.


Return Repair Scenarios

We have a detailed walkthrough for the most common ways that return repairs (reworks) are handled.


Return Repair Coverage Policies




Starting a Return Repair Ticket

1. Look up the original repair ticket for the customer. You can use the search tool below the Navigation Bar to search by ticket number or select the Contacts button to search by customer information. Alternatively, you can also filter your ticket queue for results.


2. On the Actions Bar of the ticket, click the "Return" button.



3. On the pop-up screen, you will see a summary of the ticket, including a link to any warranty/disclaimers for the customer. Click "Start a Return Repair" to initiate the return repair process.



4. This will start a new Return Repair ticket with the customer and repair device(s) already assigned.



 5. Following a process similar to the Repair process, enter new diagnostic notes under the "Repair Devices" section for the repair device, explaining any problems with the device.



4. If applicable -  In the "Replacement Items" section of the ticket, select any items to replace in the return repair. This will add a replacement item to the ticket.



  • If the item you selected represents an inventory item, a replacement item will be pulled from inventory and added to the ticket.  


  • Supplier - If necessary, update the supplier for the part that is being replaced.
  • Inventory Item Note - Add any additional notes for the returning item.
  • Inventory Status - Select whether the item is a:
    • Defective Item - This will initiate the RMA process for this inventory item.
    • Damaged Item - This will adjust the inventory item out as damaged. See Inventory Status for more information on consumed inventory.


5. In the "Ticket Items" section of the rework ticket, you will see any replacement parts/services that were added to the ticket. The charge(s) for these will automatically be waived.

Optional - Add any additional items to the ticket. A Shift Lead or Manager can choose to waive charges for these items if they will also be covered under the rework.



6. Save the ticket to the appropriate status. Upon saving the ticket, additional information will be added to the original ticket.

  • The Return Repair Ticket will be linked under the Ticket Summary.
  • A Return Item will be added to the original repair ticket for each replacement item added.
    • The return item(s) will not affect the balance of the original ticket.
  • If a return item is an inventoried item, it will reduce COGS accordingly, to represent the inventory item returning to your possession.
  • The returned inventory item will either be:
    • Defective - Pending RMA status, which can be processed as a return to the supplier for credit.
    • Damaged - The store absorbs the cost outside of COGS.



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  • 0
    Brandon Smith

    It's awesome that Return Repair tickets have a link to the original ticket on the left "status bar" section. However, the same is not true for the original tickets - they do not have a link to the Return Repair ticket. Would it be possible to have this functionality added? This way it would be readily apparent when an ticket has had a return repair done.

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