Order Parts for Sale, Return, and Exchange

Click Service Requests on the Navigator to go to the Service Requests page. Query your service request.

Click the service request to go to the service request details page.

Click the Parts tab.

In the Parts tab, click the Add Part (+) button to go to the Add Part window.

In the Add Part window, add a service part that needs to be shipped to the customer:

Select a service activity from the Service Activity list of values. The service activity code decides if it's a part order line or return line. See note on service activities below.
Select the item.
Enter the quantity and need-by date.
Select the customer address.
Select a source organization and source subinventory for your part shipment lines if you want the part to be sourced from a specific inventory organization and subinventory. In this case the parts won't be sourced automatically through the parts search program. Note that no shipping method or estimated arrival time will be passed on to Order Management.

Click Add. A part requirement line is created.

Often, you'll use automated sourcing where the parts search program will automatically look for the required part based on the order defined in the Customer Support parts search lookup (ORA_RCL_PART_SOURCING_CS). However, if you're not satisfied with the options returned (if the source returned is a suboptimal location or the source can't be automatically identified), you can select an another stocking location. To do so, click the search icon next to the Stocking Location value in the part requirement line. The Parts Search window opens.

Select the check boxes to enable the sourcing options that you want to use. Select the desired stocking location from the search results. The part requirement will be updated with the new source stocking location, arrival date and shipping method. See the section on the Parts Search window for more information.

In the Parts Search window, you also have the option to enter a new Need By date if the requested part isn't available on the original need- by date selected in the Add Part window.

The price of the item displayed in the Your Price column is the initial price returned from Oracle Pricing Cloud. Your Price includes contract and warranty coverage discounts and prices from Pricing. You can adjust the price by clicking on the pencil icon next to the Your Price value. This will open up the Edit Price dialog box.

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.

Select the adjustment type. Here are the adjustments that you can make:
- Discount Percent
- Discount Amount
- Markup Amount
- Markup Percent
- Price Override
Enter the adjusted price amount.
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.
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.
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.
You can also delete an entry that's not required.

Manual adjustment of the price of spare parts lets you correct any pricing error or discrepancy and bill the customer accurately. To see the adjusted price and another price components, click the highlighted price amount. You can also see the discounts, if any, that have been applied to the price.

After adding all the required parts, click Order. A sales order is created to ship the required part to the customer and generate an invoice for the same.

Click the order number to view the sales order details.

Click the item to view the source warehouse and shipping details.