Performing an Exchange

The exchange feature allows you to replace a serialized asset on a customer account with a different unit. When an exchange is completed, the original serial number is returned to inventory at a location you specify, and the replacement serial number becomes the active asset on the customer account. Inventory is not removed from the system until an invoice is generated, so the exchange tracks the in-between state while the replacement has been installed but not yet billed.

To perform an exchange, the replacement item must first be sold to the customer and invoiced so that its serial number appears on the customer's asset list.

Steps to Perform an Exchange

1. Create a ticket for the customer and add the item to be exchanged under Items Serviced. Select Perform Exchange as the resolution.
2. On the ticket's Parts & Labor tab, add the replacement item and reserve it. Create an invoice for the replacement item so it is sold to the customer and the new serial number appears on their asset record.
3. Return to the ticket and navigate to the Items Serviced tab. Select the original asset to exchange and choose the replacement serial number to exchange it for. Select the inventory location the original unit should be returned to and click Commit Exchange.
4. A replacement part is added to the ticket automatically. Edit the line item if needed to adjust the sell price, for example if the exchange is at no charge or if the replacement is a different item at a different price.
5. Create the invoice to complete the transaction.

Once the exchange is committed, the replacement serial number becomes the active asset on the customer account and the original serial number is returned to the specified inventory location.

NOTE: If the returned unit is damaged, select a designated damaged goods location when committing the exchange so the item is not treated as available stock.