How to accept a product for warranty repair without a refund

How can you accept a warranty item from a customer (for example, electronics or appliances) by serial number, send it to the supplier for repair, and not immediately return the money to the customer until the service center makes a decision?

To organize such a process in Torgsoft, you should not immediately create a standard «Product return», because this will automatically require a refund. Instead, a special repair mode is used, which allows you to accept the product, transfer it to the supplier, and wait for the decision.

For this algorithm to work fully in your program, two additional paid options must be activated: «Repair and warranty service» and «Warranty product accounting by serial numbers».

Step 1. Accepting a warranty item from the customer (without refund)

1. Go to the main menu item Document — Repair.

2. Click the «Add» button to create a new repair card. The program will automatically assign a repair number.

3. Select the customer from the directory (if this is a named customer with a discount card) or manually enter their full name and contact phone number.

4. In the «Product under repair» window area, click the «Add» button.

5. A window will open where you can find the product by scanning its serial number (if strict warranty accounting by serial numbers is maintained) or barcode.

6. Specify the reason for the request in the «Problem description» field based on the customer’s words and fill in the комплектation (for example, «in the box, with cable»).

7. Save the record by clicking the «Save» button.

8. The program will automatically assign the status «Accepted for repair» to this document.

9. Click the «Print repair receipt» button and give the printed document to the customer as confirmation that you have taken the equipment. No money is paid out from the cash desk at this stage.

Step 2. Sending the product to the supplier or service center 

To make sure the program records that the product is physically no longer in your store, it must be transferred:

1. Select the created repair and click the «Transfer repair» action group.

2. Click the «Transfer to service center» button.

3. In the window that opens, specify the counterparty (service center or your supplier) to whom you are sending the equipment. You can also specify the Nova Poshta waybill number if you are sending the product by mail.

4. After that, a special icon will appear in the repair column, indicating that the product is in the service center. You can also manually add a new repair status — for example, «Sent for repair».

Step 3. Returning the product from the service center and the final decision 

When the supplier returns the product to you or provides a conclusion, you need to return the equipment to the store system:

1. Click the «Return from service center» button and specify the accounting center (store) to which the product is returned.

2. Your further actions depend on the decision of the service center:

• Scenario A. The product has been repaired. You change the status to the appropriate one (for example, «Ready») and hand the device back to the customer.

• Scenario B. The product cannot be repaired. Select the repair and change the product status to «Warranty product cannot be repaired». After setting this status, special buttons for resolving the situation will become active in the program:

• Option 1. Product exchange. If the customer agrees to a replacement, click the «Product exchange» button. The program will ask you to enter the serial number of a new identical device that is in your stock. After clicking «Save», the program will automatically (in the background) generate three documents: return of the defective item from the customer, return of the defective serial number to the supplier, and sale of the new serial number to the customer. At the same time, no cash movement takes place through the cash desk.

• Option 2. Refund. If the customer wants to get their money back, click the «Return money to customer and return product to supplier» button. The program will change the repair status and automatically generate two warehouse documents: a document for returning the product from the customer (so that you can issue the money from the cash desk to them) and a document for returning the defective product to the supplier.