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Receiving Items for Repair

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At the service center, the defective item is either repaired or shipped to a third-party provider for repair. If an external repair is chosen, a repair order (RO) number is assigned, which can track the item to and from the external vendor. When an external repair vendor performs the repair, the item's repair is tracked to completion using the ship and receive dates to and from the external vendor. Siebel Repair generates the inventory transactions that record the product's travels.

The defective product may be repaired and returned to the customer, or the product may be repaired and placed in good stock.

There are three routes for placing defective parts in the repair process:

Repair items from customers generally arrive by a freight carrier and have an attached RMA. If no RMA is attached, it is necessary to create one.
The field service engineer or an internal department can deliver a defective part over the counter to a repair center agent.
The repair center may receive transfers from other internal locations (for example, if defective parts were collected at a field office and then sent to a repair facility). In the latter case, an internal order can track the parts transferred from one inventory location to another, or a stock transfer (inventory transaction) can be issued directly.

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