1. Using Service Logistics
  2. Exchange Parts

Exchange Parts

You can order customer replaceable parts and return broken parts.

In this case, a service request exists for a customer issue. The field service administrator creates a return material authorization for the defective or broken part that the customer wants to return. In the same window, they create the shipment order line for the replacement part. The return and shipment part requirement lines are created and linked for downstream processing.

  1. In the Create Requirement page, select Service Request in the Document Type field.

  2. Select the service request number from the list of values in the Document Number field. Address Type is defaulted to Customer and the Ship-to Address is the customer address derived from the Ship-to Customer field.

  3. Click the Add Part (+) button to go to the Add Part window.

  4. Select a return service activity code for business process Parts Exchange. The Add Part window is refreshed to display fields that you must enter to create the return order line and fields that you must enter to create the corresponding shipment order line. Use the table for information on the fields.

    Attribute

    Value

    Service Activity

    Service Activities whose billing type is linked to the billing category Material and the business process is Parts Exchange. Select a return service activity code.

    The service activity code (SAC) will decide the order line type used to create return and shipment order lines. Service activity codes are set up by your system administrator in the Manage Service Activities setup page.

    Item

    The defective or broken part that must be returned.

    The items are filtered based on the service activity and billing type association in the Manage Service Activities page. List of values includes items assigned to the selected destination organization.

    Items must have the following attributes:

    • Item Organization = Default Inventory Org profile (INV_DEFAULT_ORG_ID)

    • Stock enabled = Yes

    • Transactions enabled = Yes

    • Returnable = Yes

    • Must be assigned a billing type tied to the billing category Material (Manage Billing Types page)

    Revision

    Revision values of selected item. Enabled only if the item is revision controlled.

    Return Reason

    List of values derived from the Return Cancel and Change Reason lookup.

    Destination Organization

    This is the default return organization.

    Destination Subinventory

    Select a subinventory in the return organization if required.

    Destination Address

    Address of the destination organization or subinventory if entered.

    Asset

    Select the asset or serial number of the broken part or product being returned so that the Installed Base can be updated when it's received and when the replacement part is shipped. List of values includes the asset on the service request and all the assets that are components of the asset specified on the service request. If there's no asset specified on the service request, list of values shows assets:

    • associated with the service request customer party

    • which have the Maintainable attribute set to Yes

    • where the asset item matches the item number of the part being returned

    For nonserialized asset tracked items, you must select an asset in the Asset field.

    Shipment Service Activity

    Service Activities whose billing type is linked to the billing category Material and the business process is Parts Exchange. Value defaults to the first shipment service activity code that you've defined in the Parts Exchange business process.

    Shipment Item

    Replacement item that will be shipped to the customer. Defaults from the RMA item. The items are filtered based on the service activity and billing type association in the Manage Service Activities page. List of values includes items assigned to the selected destination organization.

    Items must have the following attributes:

    • Item Organization = Default Inventory Org profile (INV_DEFAULT_ORG_ID)

    • Stock enabled = Yes

    • Transactions enabled = Yes

    • Customer Orderable = Yes

    • Must be assigned a billing type tied to the billing category Material

    Need By

    Select a date.

    Ship-to Address Type

    Customer

    Ship-to Customer
    LOV used to select a different customer than the one entered for the document type. This is an optional field used to ship parts to a customer address that's different from the service request.
    Note: When you select a different customer, the Ship-to Address field defaults to the ship-to customer’s address.

    Ship-to Address

    Defaults to the primary ship-to address of the customer party.

    Source Organization

    Defaults from the RMA's destination organization.

    Source Subinventory

    Field is enabled when a source organization is selected. List of values include all enabled subinventories of type Storage for the selected source organization.

    Return-from Customer

    List of values includes valid customers and is the same as the existing bill-to customers.

    Use this field to change the return-from customer.

    Create sales orders using the sold-to customer to identify the physical location of the part. This is the customer or organization who's returning the item. You can use the same customer and address information for tax credit calculations.
    Return-from Address The list of values includes the ship-to party addresses related to the customer selected in the Return-from Customer field.

  5. Click Add. Two part requirement lines are created, and the shipment line is automatically sourced.

  6. The Your Price column will display the price returned for the item from the Pricing application. Here's how the price is calculated. The list price is obtained from Pricing and after subtracting the contract and warranty coverage discounts, the final price is displayed. Note that the price can be forced to be Zero if the SAC has the Zero Price attribute.

    You can adjust the price by clicking on the pencil icon next to the Your Price value. You'll see the Edit Price dialog box.

  7. In the Edit Price dialog box, the price is adjusted according to the adjustment type you choose and the amount you enter. Use the following information to edit the price.

    1. Select the adjustment type. Here are the adjustments that you can make:

      • Discount Percent

      • Discount Amount

      • Markup Amount

      • Markup Percent

      • Price Override

    2. Enter the adjusted price amount.

    3. Select the basis or the price element. This is the pricing entity used to calculate the price for example the list price or net price.

    4. Select a reason for the adjustment. Predefined values include Price match, Sales negotiation, Error correction, and Other. You can add your own custom adjustment reasons while setting up Service Logistics.

    5. Click Save and Close to save the adjustment line and close the dialog box. You can add multiple adjustment entries for a single line item. When there are multiple line entries, the price is adjusted as per the sequence of the entries.

    6. You can also delete an entry that's not required.

  8. A stocking location is automatically identified for the spare part using automated parts sourcing (unless you've opted to manually source the parts). To change the stocking location, click the search icon next to the Stocking Location value to open the Parts Search window. Here you can select another stocking location using the various sourcing options. You can also search for part availability later, if the desired part isn't found by the current need-by date. See related link to understand how to use this interactive parts search window.

  9. Click Order when you've completed the requirement lines. This creates two sales order lines, one for the return and one for the shipment. In addition, the relationship between these sales orders lines is recorded so that asset tracking, subscriptions, and warranties can be updated when the broken part is received and the new part is shipped.