Repair Orders

Repair orders manage inventory items requiring repair services, whether sent to external suppliers or repaired internally. The system tracks repair status, manages parts usage, handles billing, and maintains complete audit trails throughout the repair lifecycle.

All repair transactions update inventory in real-time, generate complete audit trails, and integrate with customer management, supplier coordination, and billing systems.

Access: Orders → Other → Repair Orders

Understanding Repair Orders

Repair orders use a multi-stage workflow where you identify items needing repair, track repair progress through configurable process points, manage parts usage, and handle billing. This phased approach ensures accurate inventory tracking and complete documentation of repair activities.

Screen Components:

• Header Tab: Customer/reference, warehouse, priority, payment terms, repair description
• Line Items Tab: Items requiring repair, quantities, serial numbers, billable status, pricing
• Invoice/Totals Tab: Invoice number, payment terms, discounts, sales tax, cost calculations
• Status Indicators: Repair lifecycle tracking through process points from creation to completion

Key Operations:

• Save: Stores order without inventory allocation. Allows review and modifications before commitment
• Hold: Places repair items on hold status for pending decisions or parts availability
• Issue: Allocates inventory parts to repair order and removes from available stock
• Return: Returns items to active inventory after repair completion with audit trail
• Complete: Finalizes repair order and updates all statuses with permanent documentation
• Restore: Reopens completed repair order for modifications or additional work

Repair Order Methods

External Supplier Repairs

Send inventory items to external suppliers for repair services with complete tracking from shipment to return.

Required: Items to repair, supplier selection, repair status

When to Use External Supplier Repairs:

• Warranty repairs requiring manufacturer service
• Specialized repairs beyond internal capabilities
• Equipment requiring certified repair facilities
• Vendor-managed repair programs

When NOT to Use External Supplier Repairs:

• Simple repairs that can be completed in-house (use Internal Repairs)
• Items requiring immediate return to customer (coordinate with Internal Repairs for faster turnaround)
• Non-repairable items marked for disposal (use adjustments or scrap process)

Workflow:

1. Navigate to Inventory → Stock → Locate/Move Units
2. Click “Repair Units” button
3. Select items for repair:
   • Check Mark column checkbox for items requiring repair
   • View current inventory levels and locations
4. Split quantities if needed:
   • Click number in Units field for item to split
   • Enter number of units sending for repair
   • System creates split showing repair and remaining quantities
5. Configure repair details:
   • Select Supplier from dropdown (repair service provider)
   • Choose Repair Status from process points (e.g., “Pending”, “In Progress”)
   • Add reference information for tracking
6. Click “Send Units” to process
7. Optional: Check box to generate packing slip for shipping documentation
8. Items move to repair status and removed from available inventory

Features:

• Status Tracking: Monitor items with supplier through repair process
• Visual Indicators: ® symbol in Remarks column shows items at supplier
• Reference Linking: Click ® to view supplier name and reference number
• Packing Slips: Auto-generate shipping documentation for supplier delivery
• Audit Trail: Complete transaction history from send to return

Viewing Items at Supplier:

• Navigate to Inventory → Stock → Locate/Move
• Look for ® symbol in Remarks column
• Click ® to display supplier name and reference number
• View all items currently at supplier for repair

Receiving from Repair

Return repaired items to active inventory after supplier completes work.

Workflow:

1. Navigate to Inventory → Stock → Locate/Move
2. Click “Repair Units” button
3. Place check in Mark column for units returning from repair
4. Click “Receive Units” button at bottom of screen
5. Units restored to active inventory
6. Repair transfer and return appear on Audit Trail

Features:

• Automatic Inventory Update: Items immediately available for use
• Audit Trail: Complete documentation of repair send and return
• Location Restoration: Returns to original or specified location
• Status Reset: Clears repair status and updates availability

Internal Repairs

Manage repairs performed in-house with parts tracking, labor documentation, and complete billing capabilities.

Required: Customer/reference, warehouse, at least one item requiring repair

When to Use Internal Repairs:

• In-house repair capabilities and expertise available
• Faster turnaround needed than external suppliers provide
• Cost-effective to repair internally
• Need detailed parts tracking and labor documentation

When NOT to Use Internal Repairs:

• Warranty repairs requiring manufacturer certification (use External Supplier Repairs)
• Repairs beyond internal technical capabilities
• Items requiring specialized equipment not available

Workflow:

1. Navigate to Orders → Other → Repair Orders
2. Click “Create New Repair Order”
3. Complete Header tab:
   • Customer/Reference: Identify repair recipient or tracking reference
   • Warehouse: Select repair location (where work will be performed)
   • Priority: Set repair urgency (High, Medium, Low)
   • Terms: Payment terms for billing (Net 30, Due on Receipt, etc.)
   • Description: Detail repair requirements and scope of work
4. Click “Save” to create order header
5. Navigate to Line Items tab
6. Add items requiring repair:
   • Click three dots icon to select items from inventory
   • Enter Quantity being repaired
   • Select Lot/Serial Numbers for serialized items (click three dots icon)
   • Set Unit Price for billing purposes (what to charge customer)
   • Mark Billable checkbox if chargeable to customer (uncheck for warranty)
7. Add repair parts as needed:
   • Select parts required for repair work
   • Enter quantities needed
   • System tracks parts separately from repaired items
8. Click “Save” to store line items
9. Click “Issue Stocked Units” to allocate parts from inventory:
   • Click three dots icon to select specific units by location/serial
   • System removes parts from available inventory
   • Links parts to specific repair order
   • Updates repair cost calculations automatically
10. Navigate to Invoice/Totals tab for billing
11. Configure billing information:
    • Invoice Number: Assign billing reference
    • Terms: Verify payment terms
    • Discount: Apply percentage discounts if applicable
    • Sales Tax: Review tax calculations
12. Review cost totals:
    • Subtotal: Base repair and parts costs
    • Discount Applied: Calculated discount amounts
    • Tax Calculated: Final tax liability
    • Total: Final billing amount
13. Click “Save” when billing is configured
14. Optional: Click “Preview” link to print repair order packing slip/invoice
15. Click “Complete” button when repair work is finished

Features:

• Parts Tracking: Complete tracking of parts used with automatic inventory adjustments
• Cost Management: Detailed cost tracking for labor and materials
• Billing Integration: Professional invoices with pricing, discounts, and taxes
• Serial Number Tracking: Link specific serialized parts to repaired items
• Labor Documentation: Track time and labor costs for repair work
• Quality Control: Document repair verification and testing

Line Item Fields

Understanding field behavior in repair order line items:

Customer Unit Repairs

Use archived stock lookup to identify units previously shipped to customers requiring repair service.

Required: Customer name, serial number, or date range for historical search

When to Use Customer Unit Repairs:

• Customer calls reporting issue with previously purchased item
• Warranty claims requiring historical shipment verification
• Serial number tracking for recall or quality issues
• RMA (Return Merchandise Authorization) processing

Workflow:

1. Navigate to Inventory → Management → Archived Stock
2. Enter search criteria:
   • Customer Name: Find all items shipped to specific customer
   • Serial Number: Locate specific unit by serial number
   • Date Range: Identify shipments within specific period
   • Item ID: Find specific product shipments
3. Click “View Units” button
4. Review displayed archived stock results:
   • Reference: Issue transaction that moved lot out of stock
   • Received/Issued Dates: When lot was received and shipped
   • Location: Where lot was stored before shipment
   • Units: Quantity in the lot
5. Further filter results:
   • Select Warehouse from dropdown for location filtering
   • Select Location from dropdown for bin-level filtering
6. Identify unit needing repair from historical data
7. Create repair order using Internal Repairs or External Supplier Repairs workflow
8. Process return and repair as needed

Features:

• Historical Tracking: Complete shipment history for all archived stock
• Customer History: View all items shipped to specific customers
• Serial Number Lookup: Find specific serialized units across all shipments
• Reference Linking: Trace back to original shipping order or issue transaction
• Multi-Criteria Search: Combine filters for precise historical searches

Use Cases:

• Customer warranty claims requiring shipment verification
• Product recalls needing to identify affected units and customers
• Quality issues requiring historical shipment analysis
• RMA processing with customer purchase validation

Parts Issuing

Allocate inventory parts to repair orders with automatic inventory adjustments and cost tracking.

Workflow:

1. Navigate to Orders → Other → Repair Orders
2. Click in Lines column of repair order
3. Add parts to line items if not already included:
   • Select parts required for repair
   • Enter quantities needed
   • Click “Save” button
4. Select units to allocate by clicking three dots icon in location/serial fields
5. Click “Issue Stocked Units” button
6. System automatically:
   • Removes parts from available inventory
   • Links parts to specific repair order
   • Updates repair cost calculations
   • Creates audit trail entries
7. Parts now allocated to repair order

Features:

• Real-Time Inventory: Immediate removal from available stock
• Cost Tracking: Automatic cost calculation for parts used
• Serial Number Linking: Connect specific serialized parts to repairs
• Audit Trail: Complete documentation of parts usage
• Multiple Parts: Issue multiple part types to single repair order

Repair Status Updates

Track repair progress through configurable process points from creation to completion.

Access: System → Definitions → Repair Process Points

Configuring Process Points:

1. Navigate to System → Definitions → Repair Process Points
2. Configure available process stages:
   • Active Points: Enable stages for current use
   • Sequence Order: Arrange stages in logical progression
   • Status Descriptions: Define meaningful stage names (e.g., “Pending”, “In Progress”, “Quality Check”, “Complete”)

Common Process Points:

• Pending: Initial status awaiting repair start
• In Progress: Active repair work underway
• Quality Check: Repair completed, awaiting validation
• Complete: Repair finished and ready for return
• On Hold: Temporarily suspended pending parts or approval
• Custom Stages: Organization-specific repair stages

Updating Repair Status:

1. Navigate to Inventory → Stock → Locate/Move → Repair Units (for external repairs)
2. Or navigate to Orders → Other → Repair Orders (for internal repairs)
3. Select new status from Repair Status dropdown
4. Click “Update Status” button
5. All marked units update to selected status

Features:

• Flexible Workflow: Configure process points to match your repair procedures
• Status Visibility: Track where each repair is in the process
• Multi-Order Updates: Change status across multiple repairs simultaneously
• Historical Tracking: View status change history in audit trail

Billing and Invoicing

Generate professional invoices with pricing, discounts, tax calculations, and payment terms.

Access: Orders → Other → Repair Orders → Invoice/Totals Tab

Configuring Billing:

1. Navigate to Invoice/Totals tab in repair order
2. Enter billing information:
   • Invoice Number: Assign billing reference (auto-generated or manual)
   • Terms: Set payment terms (Net 30, Due on Receipt, COD, etc.)
   • Discount: Apply percentage discount if applicable
   • Sales Tax: System calculates based on customer location
3. Review cost calculations:
   • Subtotal: Sum of all billable line items (parts + labor)
   • Discount Applied: Percentage discount amount deducted
   • Tax Calculated: Sales tax based on subtotal minus discount
   • Total: Final billing amount (subtotal - discount + tax)
4. Click “Save” to store billing configuration

Features:

• Automatic Calculations: System calculates subtotals, discounts, taxes automatically
• Multiple Line Items: Combine parts, labor, and service charges
• Billable Control: Mark individual line items as billable or non-billable
• Professional Invoices: Generate formatted invoices for customer billing
• Payment Terms: Flexible terms configuration for customer accounts

Generating Invoices:

1. Click “Preview” link at top of repair order screen
2. System generates professional invoice document showing:
   • Customer information
   • Repair order details
   • Line items with quantities and pricing
   • Subtotal, discount, tax, and total
   • Payment terms and due date
3. Print or email to customer

Order Management and Filtering

Repair Order List

View and manage all repair orders with filtering options for efficient processing.

Access: Orders → Other → Repair Orders

Filtering Options:

• Status Filters: Filter by process point or completion status
• Date Ranges: View repairs within specific timeframes (created, completed)
• Customer/Supplier: Filter by repair recipient or service provider
• Priority: Sort by repair urgency (High, Medium, Low)
• Warehouse: Filter by repair location

List Columns:

• Repair Order Number: Unique identifier for order
• Customer/Reference: Who repair is for
• Status: Current process point
• Created/Completed Dates: Lifecycle timestamps
• Total: Billing amount
• Lines: Quick access to line items

Modifying Repair Orders

Edit existing orders before completion to adjust details or add information.

Workflow:

1. Navigate to Orders → Other → Repair Orders
2. Click repair order number to open
3. Make changes:
   • Header Tab: Update customer, warehouse, priority, description
   • Line Items Tab: Add/remove items, adjust quantities, change pricing
   • Invoice/Totals Tab: Modify billing information
4. Click “Save” to store changes

Restrictions:

• Cannot modify completed orders without restoring first
• Parts already issued cannot be removed without return processing
• Billable status changes may affect invoicing

Restoring Completed Orders

Reopen completed repair orders for modifications or additional work.

Workflow:

1. Navigate to Orders → Other → Repair Orders
2. Filter to show completed orders
3. Click order number to open
4. Click “Restore” button
5. Order returns to active status
6. Make necessary changes
7. Click “Complete” again when finished

Use Cases:

• Additional repair work discovered after initial completion
• Billing corrections or adjustments
• Parts returns or exchanges
• Quality issues requiring rework

Documentation and Printing

Repair Order Preview

Generate professional repair order documentation for internal use and customer communications.

Access: Orders → Other → Repair Orders → Preview Link

Available Documents:

• Work Orders: Detailed repair instructions for technicians with parts lists and procedures
• Parts Lists: Required components and materials with quantities and locations
• Customer Communications: Status updates, completion notices, and return instructions
• Billing Documents: Professional invoices and statements with itemized charges

Workflow:

1. Open repair order
2. Click “Preview” link at top of screen
3. Select document type from available options
4. System generates formatted document
5. Print or save as PDF for distribution

Validation and Business Rules

The system enforces several rules during repair order processing:

Item Validation:

• Items must be active and available in selected warehouse
• Serialized items require valid serial number selection
• Cannot repair discontinued items

Inventory Validation:

• Sufficient parts inventory available for issue
• Items must exist in warehouse before sending to supplier repair
• Cannot issue more parts than available stock

Status Rules:

• Process points must be configured and active
• Cannot skip required process points in sequence
• Status changes logged in audit trail

Billing Rules:

• Billable items include pricing for invoice calculation
• Non-billable items excluded from customer charges
• Discount percentages applied to billable subtotal only
• Sales tax calculated based on customer location and taxable items

Completion Rules:

• All line items must be issued or returned before completion
• Invoicing information required for billable repairs
• Cannot complete order with pending or on-hold items

Admin Options

Key configuration options affecting repair order operations:

Best Practices

Repair Process Management: Maintain detailed repair descriptions documenting scope of work, customer requirements, and expected completion dates. Keep repair status current throughout the process by updating process points as work progresses through each stage. Ensure required parts availability before starting repairs to prevent delays and customer dissatisfaction. Implement verification steps before completion including quality checks, functional testing, and documentation review. Document all repair activities in notes for future reference and warranty tracking.

Inventory Management: Maintain precise inventory tracking of items in repair status with accurate location and status information. Track parts usage and costs accurately to support proper billing and cost analysis. Keep repair items properly located and identified to prevent loss or confusion with active inventory. Maintain complete documentation for all repairs to support audit compliance, warranty claims, and customer service inquiries. Use archived stock lookup to verify customer shipment history before accepting returns or processing warranty claims.

Customer Service: Provide regular status updates to customers throughout repair process from receipt to completion. Set realistic completion timeframes based on current workload and parts availability. Document all customer communications in contact history or repair order notes. Handle billing disputes promptly with clear invoices showing parts, labor, and charges. Maintain repair history for customers to track patterns and recurring issues.

Troubleshooting

“Repair orders not appearing in list”

• Problem: Orders missing from repair order display
• Solution: Check process point filters and date ranges. Verify status filter includes order’s current status
• Prevention: Ensure proper status assignment during creation, review filter settings regularly

“Cannot issue parts to repair order”

• Problem: Parts allocation failing or error messages
• Solution: Verify parts availability in warehouse and check warehouse assignments. Ensure user has negative adjustment permissions for parts issuing
• Prevention: Confirm inventory levels before creating repair orders, maintain accurate warehouse/item relationships

“Cannot change repair order status”

• Problem: Status update button not working or unavailable
• Solution: Check process point configuration in System → Definitions. Verify user permissions for status updates
• Prevention: Maintain active process points in system configuration, ensure proper security permissions

“Incorrect totals on repair invoices”

• Problem: Billing calculations show wrong amounts
• Solution: Verify line item pricing and billable checkboxes. Check tax configuration and discount percentages. Review subtotal calculations
• Prevention: Regular review of pricing setup and tax configuration, verify billable status before invoicing

“Repair orders stuck in process”

• Problem: Orders not moving to completion status
• Solution: Review line item status and complete pending operations (issue parts, return items). Verify all required fields completed
• Prevention: Establish clear completion procedures and training, document workflow requirements

“Inventory discrepancies after repair”

• Problem: Repair items not properly tracked in inventory
• Solution: Review repair status in Locate/Move screen (look for ® symbol). Verify issue and return transactions in audit trail
• Prevention: Follow proper issue and return procedures, verify audit trail entries after each transaction

“Cannot receive units from repair”

• Problem: Receive button not working or units not returning to inventory
• Solution: Verify units are marked for receiving (check Mark column). Confirm warehouse locations exist for return
• Prevention: Maintain current location master data, verify mark selections before clicking Receive

Key Reports

Access repair order reports via Reports → [Search] or from repair order screens.

Repair Order History (Report 140): Complete transaction log showing all repair orders with filtering by status, customer, supplier, date range, and warehouse. Displays order number, customer, supplier, items, quantities, status, billing amounts, and completion dates. Primary report for tracking all repair activities and analyzing repair patterns.

Repair Parts Usage (Report 142): Detailed analysis of parts used in repairs with costs and quantities. Shows part numbers, descriptions, quantities issued, unit costs, extended costs, and associated repair orders. Use to analyze parts consumption patterns, identify high-usage items, and support inventory planning for repair operations.

Repair Order Invoices (Report 144): Professional billing documents for customer charges. Shows itemized charges with parts, labor, discounts, taxes, and totals. Formatted for customer delivery with payment terms and due dates. Essential for accounts receivable and customer billing.

Items at Supplier Report (Report 145): Tracks all items currently at external suppliers for repair. Shows item details, supplier names, reference numbers, send dates, and current status. Use to monitor external repair progress and follow up on overdue returns. Filter by supplier or date range for targeted analysis.

Repair Cycle Time Analysis (Report 146): Analyzes repair turnaround times from creation to completion. Shows average cycle times by repair type, warehouse, or supplier. Identifies bottlenecks in repair process and supports process improvement initiatives.

All reports support filtering by date range, warehouse, customer, supplier, status, and user. Export to Excel for further analysis, pivot tables, or integration with external systems.

Related Topics

• Locate/Move Units - Inventory location management and unit movement
• Archived Stock - Historical shipment tracking and customer history
• Issue Stock - Inventory issuing procedures and negative adjustments
• Supplier Management - Supplier master data and coordination
• Customer Management - Customer master data and billing configuration
• Audit Trail - Transaction history and compliance documentation