When viewing completed Repair Tickets, you will see two different return buttons: Return and Return Repair. Each can be used for a specific function.
Returns are pretty standard. A customer might buy an accessory that winds up not working for them. The return button would allow you to select items from the original ticket to bring back into stock. You could then choose how that item is returning. Is it good to sell immediately? Does it need to be returned damaged or is it in need of some refurbishing? Once you’ve decided this information, then the customer can choose what they want to do with the money they are getting back. Do they want to just take their cash? Do they want to buy something else with what they are getting back? A return ticket will allow you to choose how you do it all.
Return Repairs, on the other hand, offer an entirely different solution. Let’s say a customer brings back a device that you replaced the LCD for several days earlier. You could go the return route, but then you would need to find the part you returned in inventory and change the status to either damaged or pending RMA. Instead, you can use the return repair function. When you start a return repair you’re able to see a list of the parts you used in the original repair ticket. When you select which part you are replacing a modal appears allowing you to select which status to bring the part that failed back into inventory as. You can then add notes to that specific part detailing why it failed. Once you continue with the modal, RepairQ automatically pulls an identical part from inventory to use on the new repair.
Both the return and return repair features provide unique ways to handle different types of repairs. Used correctly they can greatly enhance not only the level of service you offer, but also efficient ways for you and your employees to handle any return that comes into your store.
For more information on Returns and Return Repairs, check out our knowledge base articles below for detailed walkthroughs on the different processes.
Chipp Shearer works as an Onboarding Support Specialist for ServiceCentral Technologies. He helps train new stores in using RepairQ, as well as a lot of behind the scenes work on the back-end. In his free time Chipp enjoys working on his computer as well as buying games on Steam – then not playing them.