How To: Perform a Return Repair (Rework) Ticket With a Deductible

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.


This article addresses how to perform a Return Repair (rework) ticket with a deductible.


Setting up a Deductible Charge in your Catalog

1. Setup the catalog item

1a. OPTIONAL: You may choose to create a new Item Type to associate with the Catalog Item, if you don't already have an Item Type that would suit this purpose.

1b. Create the catalog item for the deductible. Set the price to the amount you wish to charge for the deductible


There are a number of Return Repair (rework) scenarios that could occur, and we have a detailed walkthrough for the most common ways that return repairs (reworks) are started.

2. Choose one of the following scenarios:

3. Add an item to a Return Repair ticket free of charge in one of two ways: Adding a replacement item, or adding a new item, and waiving the charge.

Adding a Replacement Item

Select the item(s) from the "Replacement Items" list on a new Return Repair ticket by clicking on the "Replace Item" button for the item(s).

Adding a new item, and waiving the charge

Add a new item to the ticket using the ticket one of the scan / search / lookup methods. After the item is added to the ticket, a Shift Lead or Manager can click the "Waive Charge" button to set the price to zero.


4. Add a your deductible charge to the ticket using the ticket one of the scan / search / lookup methods.

5. OPTIONAL: Process any payments for the customer now, and save the ticket into the appropriate status.

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