Create a repair workorder

The customer would like you to repair a product that they cannot bring to your location. Instead, they would like you to pick it up and then deliver it back to them when the repairs are complete. To create this work order, you will need a repair product called "Repair Pickup" (or something similar), so that you can schedule the pickup on a truck.

Note: This procedure uses the Repair product you already created; however, you can create this as a Fast Product in the order, as you do not need to check off the "Repair" box for this product. If you do add it as a Fast Product, be sure to set the Status to "Consumable".

There are three steps to this process:

1. To create the pickup order and pick up the product

   1. Go to Sales > Order > Sales Order.
   2. In the Customer box, type or search for the customer picking up the product, and then press the Tab key.

   If the customer has more than one location, verify the Ship To location.

   3. Click the Header tab. In the Special Instructions box, make a note that this is a pickup for a repair, so that your driver will know.

      

   4. In the Ship Via box, select Our Truck (or the name you have given to your delivery).
   5. From the Ship Date calendar, choose the date that the product will be picked up.

      

   6. Click the Detail tab, and then under Product Number type or search for your Repair Pickup product. In the Quant Ordered cell, type the number of items that you are picking up.
   7. Right-click the Product, and then click External Comments. In the External Comments pop-up, type information about the product that your driver will be picking up, and then click Save.

      

   8. Click Save.

      You can now print the Sales Order or Shipping Confirmation. If you typically batch print your Sales Orders or Shipping Confirmations from the Truck Manifest screen, you can wait and print later, just be sure that you did assign the pickup to a Ship Date and Ship Via that is assigned to a Truck.

      The order will automatically be added to the manifest for the Ship Date and Ship Via that you selected. If you left either of these fields blank, or if you selected a Ship Via that does not have a truck assigned to it, you will need to manually add the order to the Truck. Treat the order exactly as you would a typical Sales Order delivery; it will be scheduled on a Truck, the driver will have the customer sign for the pickup (either on an ePod, or on paper), and the product will arrive at your location when the truck has completed its route.

2. To enter the repair Work Order and schedule the repair on the Service Calendar

   Now that you have picked up the product, you are ready to enter a Work Order so that you can charge the customer for the repair labor and any repair parts that are used. This Work Order will be separate from the Pickup Order that you just completed.

   Do not delete the Pickup Order, as it will serve as a record of when the order was picked up and by whom. If there is no charge for the pickup, it will be processed as a zero dollar invoice and can be cleared from the customer's ledger when the repair invoice is paid.

   1. Go to Sales > Order > Sales Order.
   2. In the Customer box, type or search for the customer picking up the product, and then press the Tab key.
   3. Make sure the Ship Via and Ship Date boxes are blank.. This prevents the order from getting placed on a delivery truck before the repair is complete. You will complete these fields later when the product is repaired.
   4. Click the Detail tab, and then type or search for the Repair product. Press the Tab key.

      

   5. In the Repair Item pop-up that appears, type the Serial Number of the product you are repairing along with Comments about what needs to be repaired. Click OK. You can later use this serial number to track the entire purchase and repair history of the product under Inventory>Product Serial Number Inquiry.

      Comments will be printed on the customer's invoice. If you need to make notes about the repair that only your service team should see, right click on the Description and select Internal Comments. Internal Comments will appear in orange, the serial number will appear in blue and the External Comments will appear in purple.

   6. If you know the number of hours that it will take to complete the repair, type the hours in the Quant Ordered cell. If you don't have this information, you can fill it out when the repair is completed.

      

   7. Add any products such as parts that are required to complete the repair. This includes any items that you have in stock, as well as those you may need to special order from a vendor. If you will not be charging the customer for these products (such as specialty tools, for example), you can adjust the price in the Net Price cell
   8. Click Save.
   9. To print the work order, click the Sales Order button on the Print Options panel of the Final tab.

      

   10. To add the work order to the service calendar:
       1. Click the Activities tab.
       2. Click Add Activity.

       

       3. Complete the Activity information, and then click Save.

       The Repair is added to your calendar.

       

3. To return the repaired product to the customer

   Once the repair has been completed, you are ready to deliver the product to your customer.

   These instructions assume that since you picked up the product, you are also going to deliver it back to the customer when the repair is completed. For instructions on processing a customer pickup instead, see Create a pickup order.

   1. Go to Sales > Order > Sales Order.
   2. In the Order box, type or search for the work order.
   3. Click Edit.
   4. Choose a shipping method in the Ship Via box and the delivery date in the Ship Date field.

   On the Detail tab, make any additional external notes on the repair (right-click on the product's Description > External Comments), and adjust pricing or billable repair hours.

   

   5. Click Save.
   6. Click Ship Confirm and proceed with your standard process, placing it on the truck for delivery as you would with a typical sales order.

Enter an onsite repair work order the same way as a Customer Drop Off Repair described above: create a Sales Order including the repair product, any parts that are required to complete the repair, and serial number and repair information about the item being repaired. The difference in an onsite repair comes when it is time to invoice those repair Work Orders.

There are a couple of ways to handle invoicing, depending on how your company is configured.

If you have ePods and are invoicing based on signatures you have two options.

• You can treat the order as a Create a pickup order, ship confirm the order, enter the repair-person's initials in the "Picked by" field, and then have them sign the signature pad, instead of the customer. The order will be invoiced based on your repair-person's signature instead of your customer's.
• You can also open the Sales Order, click the Final tab, and then click the Create Invoice button to the right of the order totals. This will create an invoice for the order that will be printed, faxed, or emailed when you perform your daily invoicing procedure.

If you are invoicing based on the Shipping Confirmation, you also have two options:

• You can treat the order as you would a Create a pickup order, ship confirm the order, and enter the repair-person's initials in the "Picked by" field. The order will then be invoiced with the rest of your ship confirmed orders.
• You can also open the Sales Order, click the Final tab, and click the Create Invoice button to the right of the order totals. This will create an invoice for the order that will be printed, faxed, or emailed when you perform your daily invoicing procedure.