Repair replacements and product refunds

Replace a device

Open the repair claim and use the replacement action only when offered. Select the actual replacement serial, or the same non-serialized product, source warehouse and quantity. An equivalent serialized product requires the permitted equivalent-product choice and reason. Enter the diagnosis and confirm the result.

Replacement issues stock from its source. If an uncollected replacement is cancelled through the offered action, give the reversal reason; the exact source stock is restored. This cancellation is unavailable after customer handover.

Refund a product

Use the claim’s refund action only with refund authorization. Check the original invoice when linked; its return calculates the refund. An old-sale warranty refund needs the explicit amount and actual method/reference.

Choose the returned product’s true disposition. Sellable old-sale returns need the destination warehouse; quarantine, supplier return and write-off do not increase saleable stock. Enter the reason and check the saved refund and closed claim. Cash requires the applicable counter conditions.

Do not confuse the workflows

An intake refund assessment is not a completed refund. Product refunds, unused repair-advance refunds and customer-credit refunds have different effects. Do not repeat the monetary or stock action merely because printing failed.