Service Order

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 Search 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