Overview

Used to:

• Track customers request for service
• Keep the rep or agent informed of progress
• Track items about an item being serviced
  • Original complaint
  • Receipt of the items
  • Person who fixed the items
  • Parts used
  • Labour used
  • Notes about the repair
  • Email communication with customer and rep or agent
  • Capture serial numbers
  • Return of the items to the customer Note a [Service Order Replacement] is used when a returned item requires an inspection or service prior to re-stocking

How to use the Service Order

Before the item arrives

1. Select the State Filter (to limit the list of possible customers to a state)
2. Enter the Debtor Maintenance details or /wiki/spaces/SI/pages/33054916 to find them
   1. Customer details
3. Original order will populate if found. From Original Order in the system the following will populate
   1. rep or agent from the original order
   2. Date of Purchase
   3. Date of Warranty expiry
   4. Batch Number
   5. Model number
4. Work type will default to Warranty status
5. Enter a description of the fault and Error codes if relevant
6. Decide if need to have machine sent in (Service Technician)
   1. Book Courier (phone call)
   2. Select address to pickup from from list
   3. Enter Pickup details, booking reference or con Note, ETA, notes, Service Centre Contact and Address
7. Save - Service Order Status will move to Plan
8. Use Status button to: Print Service Order, Print Service Quote, Create Invoice - Warranty, Record a Payment
9. Status button to send instructions email to customer
   1. Email will go to customer
      1. Customer will click on link in email to fill in online form
      2. Packing instructions will be in email
      3. Print out of packing slip will be attached to email - print and stick on package

When Item arrives

1. Update included parts with all parts received
2. Select if parts are to be returned
3. Enter followup notes or Private comments

Service Items Tab entries

1. Enter name, date notes.
2. Capture serial numbers of original and replacement
3. Enter lines for all parts used (pulldown list for most frequently used items)
   1. Tick if Warrantee replacement for each line
   2. Enter Freight if appropriate

When finished Service

1. Change status to create Invoice
   1. Invoice will be created
   2. Items will be picked from stock
   3. Service Order Status will go to Authorised
   4. Billing will go to Invoiced
2. Change Status to collect payment
   1. Payment will be created
   2. Allocate payment to invoice
   3. Billing Status will go to Paid
3. Send item back to customer
   1. Select "Deliver To" Address
   2. Enter Despatch details - Date, Courier used, Con Note Number

General Tab

Service Order Details

• Code 
• Auto Generate Order Number allows override
• Agent 
• Date Received is from original order or entered - 
• Date of purchase is from original order or entered - 
• Warranty expiry is from original order or entered - 
  • Original order will populate if the customer has an order for a machine in the system or it can be entered - 
• Batch Number will populate from original machine order
• Model is the machine model
• Service Work Type will default to warranty if in date or can select from Partial Warranty, Good Will or none
• Star Circle status is to be manually entered if it applies to the customer

Customer

• Debtor Maintenance 
• Customer details populate from Debtor Maintenance Service Information

• Service Order Status indicates the status of the Service order
• Billing Status notifies if an invoice has been created or a payment made
• Notify allows sending of emails to rep or agent, customer or none
• 

Other fields in top of screen

• Initial Contact
• Customer PO is customer Purchase Order if relevant
• Warehouses and Stock Locations is a list of warehouses Service Details
• Description of Fault is free form text
• Error Codes are those seen on the machine display h4.Pickup Details
  Used to track the delivery of the item to Thermomix
• Date is the date the information was recorded
• Delivery Method
• Booking reference is provided to the customer if they organise it
• Con note number is provided by the customer if they organise shipping
• ETA is expected date of arrival
• Notes field for free form notes

Despatch Details

Used to track the sending of the item back to the customer

• Date is the date the despatch was recorded
• Delivery Method
• Con note number is consignment note number provided by the carrier
• ETA is expected date of arrival
• Deliver to is address to send the item

Included Parts

Select the parts that were with the item when it arrived. Select '''Parts to be returned checkbox''' if relevant

Follow up Notes and Comments

Service Findings

  Service Items Tab

• Working on by is the service persons name
• Service Date is the date the repair was done
• Action is free form notes about the action taken h4.Serial Numbersh4.
• Serial numbers for items received and replacement items are all tracked

Service order items lines

• Item is Article 
• Qty is quantity used during repair
• Unit price is price on price list associated with customer. Review Pricing when you sell products for general information
• Discount enables manual discounting to be applied
• Value is Price incGST from price list associated with Debtor Maintenance
• 2nd Value is standard price incGST
• Warranty flag ticked indicates the customer will not be charged for this part
• Notes are free form notes
• Status is status of the individual line

Item Totals

• Item Total is total for all lines
• Freight is a manual entry
• Total is inclusive of freight that the customer is expected to pay after warranty has been applied 

Master List Tab

A list of all Service Orders that exist. Can be filtered using

• Date
• Service Order Status
• Debtor Maintenance Doubleclick or rightclick to drill to details and populate the rest of the form.

  Audit log Tab