> For the complete documentation index, see [llms.txt](https://hub.equipme.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://hub.equipme.io/pro/fulfillment/service-changes.md).

# Service changes (Changes)

Process changes to existing services: option changes, component replacement, assignment changes, and swapping a device on a delivery call-off.

**Path:** "Fulfillment" → "Changes"

Not every task is a new order. If a customer changes the options of a running service or a component has to be replaced, a **change** is created. The "Changes" list collects all open changes of your customers. The number on the menu item shows how many are still open.

## Types of changes

In the detail view of a service instance, the "Changes" tab shows each change with a reason:

| Reason        | What changes                                                                                    | How it is created                                                                                    |
| ------------- | ----------------------------------------------------------------------------------------------- | ---------------------------------------------------------------------------------------------------- |
| "Option"      | A booked option changes, is added or is removed (e.g. more storage, different support package). | The customer changes the configuration of their service in the customer portal (see customer guide). |
| "Replacement" | A component of the service is replaced with a new one (e.g. defective power supply).            | You or your team replace the component in Pro.                                                       |
| "Assignment"  | The service changes employee, location or warehouse.                                            | Assignment change by the customer or by you (e.g. "Store").                                          |

The "From" and "To" columns show the old and new state. Empty values are shown as "", "" or "" (for the warehouse).

## The "Changes" list

The list shows changes with the statuses "New", "Ordered", "Ordered (confirmed)", "In progress" and "Ready for delivery", sorted by "Planned provision". A click opens the service instance's "Changes" tab.

| Button              | Effect                                                                                                        | Who                                |
| ------------------- | ------------------------------------------------------------------------------------------------------------- | ---------------------------------- |
| "Complete directly" | Completes the selected changes without individual processing. The service instances or options are activated. | Fulfillment Manager, Administrator |
| "Plan provisioning" | Sets the planned date for the selected changes (also via right-click).                                        | Fulfillment Manager, Administrator |
| "Completed changes" | Opens the archive of completed changes.                                                                       | Everyone with read access          |

## Process a change

1. Click the change in the list. The "Changes" tab opens.
2. In the "Changes" table, click **"Start"** under "Processing" for the open entry. The change is then "In progress".
3. Implement the change technically (e.g. book the option with the manufacturer).
4. Click **"Complete"** and confirm: "Please confirm that you have completed the change for '…'. The option will then be set to 'active'."

With **"Cancel"** you abort an open change.

If a change needs goods (e.g. a new component), the tab additionally shows "Purchase demand" and "Picking". The goods then go through picking and shipping like an order (see [Picking, production and shipping](/pro/fulfillment/picking-production-shipping.md)). As soon as the change is "Ready for packing", "Prepare shipment" appears.

{% hint style="info" %}
When an option change is completed, Equipme Pro automatically adjusts billing to the new configuration. A pure component replacement has no effect on billing.
{% endhint %}

## Replace a component (Replacement)

If a component is defective or has to be swapped, you replace it directly in the service instance:

1. In the "Service components" section, click **"Replace"** on the component. The "Replace component" dialog opens.
2. Under "Cause" you describe the reason (required).
3. Under "Replacement product" you choose:
   * "Replace with the same product" or
   * "Select another product (optional)". Only choose this if the previous model is no longer available or the swap complies with the contractual agreements.
4. Under "Stock availability" you see whether there is a "New device in stock" or "New equipment on order", or whether the "New device is ordered upon request".
5. Optionally, enter the "Device status" and the attributes of the new component (e.g. serial number).
6. Confirm.

**"Create replacement order":** If this option is enabled (preset for stock items), the component is not replaced immediately. Instead, a change with the reason "Replacement" is created. It creates demand and goes through picking and shipping. If the option is off, the component is swapped immediately and the process is only documented.

## Replace device on a delivery call-off

If a customer calls off a stored device (position of type "Delivery call-off"), you can deliver a different device from their customer warehouse, e.g. because the original device is damaged:

1. Open the delivery call-off in [Open positions](/pro/fulfillment/open-positions.md).
2. In the position card, click **"Replace device"**.
3. In the "Replace device" dialog, choose a device from the customer warehouse. Use the search to find a device, e.g. by its serial number.
4. Confirm. Pro reports: "The device has been successfully replaced. You can now continue with the editing process." and opens the new device.

Devices that are already reserved for another call-off or whose billing is still pending cannot be selected. "Replace device" is only available to Fulfillment Managers and administrators and only for services that are already active.

{% hint style="warning" %}
If there is no customer warehouse for the customer, no swap is possible: "No customer warehouse could be found for this customer, which is why replacement is not possible." See [Customer warehouses](/pro/warehouse/customer-warehouses.md).
{% endhint %}

If the customer orders a replacement service for a device themselves, a separate position of type "Replacement" appears instead. You process it as described under [Process returns and replacements](/pro/fulfillment/open-positions.md#process-returns-and-replacements).

## Change assignment

In the "Affected service" section (e.g. for returns), you can open the "Change assignment" dialog via "Store". You choose which assignment should be removed. If you move the service into the "Customer warehouse", the employee assignment is removed automatically.

## Frequently asked questions

**Can I switch a service to a completely different product?**

Not in the Pro interface. For a different service, the customer orders again and cancels the old one (see [Cancellations](/pro/fulfillment/terminations.md)). You swap individual components via "Replace".

**Why are the "Start" and "Complete" buttons missing on a replacement change?**

Replacement changes run through picking and shipping. They are completed with the shipment. You can still cancel them.

**Where do I see completed changes?**

Via "Completed changes" in the list or on the "Changes" tab of the respective service instance.


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