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

Select the State Filter (to limit the list of possible customers to a state)
Enter the Debtor Maintenance details or /wiki/spaces/SI/pages/33054916 to find them
1. Customer details
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
Work type will default to Warranty status
Enter a description of the fault and Error codes if relevant
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
Save - Service Order Status will move to Plan
Use Status button to: Print Service Order, Print Service Quote, Create Invoice - Warranty, Record a Payment
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

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

Service Items Tab entries

Enter name, date notes.
Capture serial numbers of original and replacement
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

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
Change Status to collect payment
1. Payment will be created
2. Allocate payment to invoice
3. Billing Status will go to Paid
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
Unable to render {include} The included page could not be found.
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
Unable to render {include} The included page could not be found.
Unable to render {include} The included page could not be found.

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
Unable to render {include} The included page could not be found.