How to fulfill a swap request

After a customer places an order for the Swap Add-On, it will appear in the Order Reception or Open Orders section, just like any other order, depending on the configuration of your customer. From there, you can easily access the specific order by clicking on it, which will take you to the detailed view. In this view, you’ll find all the relevant information regarding the swap request, such as the reason for the exchange (e.g., defective, lost, outdated) and any instructions from the customer.

• When a component is present: When a component, such as a specific device with a serial number, is present, the next step is to replace it. You can take a replacement device from your inventory or swap pool and record the new serial number in the system. The replacement process can be initiated directly through the "Replace" button found in the service overview.
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  After clicking the "Replace" button, you are taken to the "Replace Component" window, where you can document the reason why the component needs to be replaced. In this window, you first select the current device status from predefined options such as "user-caused defect" and provide a description of the cause. This step helps in maintaining accurate records of the component's condition and the circumstances surrounding its replacement, ensuring that the replacement process is well documented for procurement and provisioning purposes.

In the "Replacement product" tab, you have two main options for managing the replacement of a component:

Replace with the same product: This option allows you to replace the component with the exact same product, whether it is available in stock or not. If it's not in stock, further actions will be required, but this option ensures a seamless and straightforward service experience by keeping the same model.

Different product (optional): If the exact product is not available or a different model is justified based on the contract agreement, this option lets you select an alternative product. This flexibility helps adapt to changes in inventory or technology requirements while maintaining contractual obligations. If you don't choose "Replace with the same product," selecting a different product is necessary.

Create replacement order: This option is available when the replacement involves a stock item, as defined in the sourcing products. It triggers a change order for products that are out of immediate inventory. This ensures that new stock demand is created and the necessary logistics processes, such as picking and shipping, are initiated.

In typical cases where no service component has been pre-mapped in the system, the process for replacing a device begins by manually entering the new information for the replacement device. This involves inputting key identifiers such as the serial number, IMEI, and possibly other specific data that define the new device. This step initiates the replacement process even when no specific component was previously defined, allowing for a replacement to be processed efficiently and accurately in the system.

Shipping

Following the initial setup in which you enter the new device information, you can prepare the shipping within the system, with or without integration such as SendCloud. This allows the customer to directly see the current delivery status on their side.

Finalizing the Swap Order

After preparing the shipping, you can then set the target status of the swap to "processed" to complete the swap order. This final step ensures that the swap process is officially closed in the system, and both the service provider and the customer have up-to-date information on the status of the replacement.