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. Click the Add Part button to go to the Add Part window.

2. Select a return service activity code for the Parts Exchange business process. 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. That 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.

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

4. 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.

5. 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.