Return Repair (Rework) Tickets

A return repair ticket allows you to process a return and start a new repair ticket to track the new repair (rework). You will be able to quickly start a new ticket for the customer, easily replace any services or parts used in the original repair, and waive charges for any items covered under your service warranty or guarantee. You will also be able to add any new items to the repair ticket, and work with the return repair ticket just as you would a normal repair ticket, all while tracking unique information about your return repair (rework) tickets so that you can gain new insights about where you can make improvements and improve your profitability. 

Starting a Return Repair Ticket

   1. Lookup the original repair ticket

   2. Click the Return Repair button. This will start a new Repair ticket with the customer and repair device(s) already attached.

   3. Enter new diagnostic notes for the repair device(s) explaining the presenting problem(s) with the device

   4.OPTIONAL: Select the items you need to replace in the return repair. This will add a replacement item to the ticket.

   4a. If the item you selected represents an inventory item, you will be prompted to choose why the item needs to be replaced; select "Defective" or "Damaged."

   5. OPTIONAL: Add any additional items to the ticket. A Shift Lead or a Manager can choose to "waive charge" for these items if they will also be covered under the return repair (rework).

   6. Save the ticket into the appropriate status.

Upon ticket save, a few things will update on the original repair ticket:

A return item will be added to the original repair ticket for each replacement item added. The return item will not affect the balance of the original ticket. If the return item represents an inventory item it will reduce COGS accordingly, to represent the inventory item returning to your possession. The returned inventory item will either be damaged (which means the store absorbs the cost outside of COGS), or it will be "Pending RMA" which can be processed as a return to the supplier.

Working with a Return Repair Ticket

Once a Warranty Ticket is created, follow the normal workflow for a repair ticket.

Return Repair Scenarios

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

Return Repair Coverage Policies

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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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