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pixi* Repairs - Documentation


Contents

With the pixi* Repairs application you can process repairs and related downstream operations, such as controlling the sending of returns for repair to external service providers or directly to the manufacturer.

The repair application does not replace the returns wizard. pixi* Repairs is aimed at all merchants who need to inspect and repair goods themselves, through a supplier, or third parties. This process involves a lot of communication with the parties involved (customer, supplier, manufacturer, repair shop, etc.). Nevertheless, the overview must be maintained at all times - where is a certain process at and which processes must be processed and when.

Please note that only pixi* Customer Service invoices can be processed with the pixi* Repairs application. The creation of a returns case from POS (Point of Sale) invoices cannot be mapped.


Configuration

The pixi* Repairs application must be purchased separately and is then made available by pixi* Support. Even if you use the pixi* Repairs application to process returns and repairs, you can continue to use the Returns Wizard and the function: Generate replacement in pixi* Customer Service.

For the use of the individual processes of the repairs application, some pre-settings in the pixi* Control Center > Tab Database Settings > Folder Repairs need to be activated:

  • The return and repair process requires three separate storage bins. These must be newly created and logged in the settings:

    • OK bin name - for items that are not damaged and should be returned to the normal shipping process.

    • Repair bin name - for damaged items to be repaired. These items are temporarily locked for the regular shipping process.

    • Trash bin name - for items that can't be repaired and are to be disposed of.

  • Printer settings for returns labels for damaged items: Print return case label for new items, if not OK:

    • ON - The returns label is printed automatically when the returns are created.

    • OFF - The returns label is not printed automatically when the returns are created and can be printed manually.

    • Tip: Use the large storage bin labels (5.2 x 3.7 cm) for returns labels


You must add a special user role for employees in your returns department:

  1. Open the user management in the pixi* Control Center > Tools > User administration via the toolbar.

  2. Select the respective user and click Edit.

  3. In the User Roles tab and click Add.

  4. Now select the role "Returns Manager" and confirm by clicking on Add.

  5. Close the dialog for editing the user with OK.


This user role has access to all pixi* applications. If you want to give an employee access to the repair application in addition to his previous role, you can alternatively also edit her user role:

  1. Open the user management in the pixi* Control Center > Tools > User administration via the toolbar.

  2. Switch to the Roles and permissions tab.

  3. Select the respective user role and click Edit Role.

  4. In the Rights tab you must now activate the checkbox "LoginAllowed [Repairs.exe]" of the group Repairs.

  5. Close the dialog with OK.


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Manage Templates

With the pixi* Repairs Template Manager you can create or edit your accompanying letters for returns and repairs. The Templates Manager can only be used by administrators.

There are two different standard templates available from the beginning:

  • Standard letters to customers

  • Standard letters dealing with repairs

If you have not specified otherwise in the printer settings, the standard template will be printed for both customers and the repair shop. You can't change default templates and you can't delete them.


Create / Modify / Delete a New Repairs Template

This is how you create a new template:

  1. Start the pixi* Repairs application > Tools > Options > Returns and Repairs Templates Editor > Templates Manager.

  2. Select an existing letter template from the list.

  3. Click Duplicate / New in the menu bar.

  4. Enter the name and description for the new template.

  5. Open the template in the pixi* Report Editor to edit it.

  6. Save the template and close the pixi* Report Editor.


This is how you amend an existing template:

  1. Start the pixi* Repairs application > Tools > Options > Returns and Repairs Templates Editor > Templates Manager.

  2. Select an existing letter template from the list.

  3. Click Edit in the menu bar.

  4. Open the template in the pixi* Report Editor to edit it.

  5. Save the template and close the pixi* Report Editor.


This is how you delete a template:

  1. Start the pixi* Repairs application > Tools > Options > Returns and Repairs Templates Editor > Templates Manager.

  2. Select an existing letter template from the list.

  3. Click Delete in the menu bar.

  4. Confirm the following warning message with Yes.

Deleted templates can't be restored.

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Available Status in the Repairs Application

The returns status and the status of the returned items are different. A status is set automatically as soon as certain returns milestones have been reached. The status of returned items changes in the course of the returns process - depending on whether the item is damaged and needs to be sent for repair or whether it's undamaged and can be sold on.

Status of Returns

  • New: Returned item has been received. No actions have been taken so far.

  • Open: Once the return has been processed. (Comments, actions were created).

  • On hold: Return has been put on hold. Pause all actions.

  • Closed: Returns process is complete.

Status of returned items

  • Item OK: item is not damaged.

  • Item Damaged: item has been received and stored in the repair storage bin.

  • Trash: item has been disposed off.

  • Moneyback requested: A credit note is to be created for the item.

  • Waiting to be shipped for repair: The item is waiting for the ship-out to be repaired by the supplier.

  • In Repair: Item has been sent for repair (internally or externally).

  • Waiting for Shipping: item is ready to be shipped.

  • Finished: The return process for this item is complete.

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Create a New Return Case

How to create a new return:

  1. Click on New in the menu bar to start the wizard.

  2. Select the items of the return:

    1. Search for various criteria such as the customer name, the customer or the invoice number.

    2. Select an invoice from the results list.

    3. Mark the returned items by selecting the checkbox. You can only add items that have the (customer service) status AUS (shipped).

    4. Click Next.


  3. You are now in the Return items information tab.

    1. If necessary, change the quantity of the returned items in the column "Ret. Qty".

    2. Below the item list, enter a reason for the return via the entry fields per item or the same return reason for all items. In the dialog box, you can also add a new return reason by activating the checkbox "Add this reason to the list".

    3. Enter your own comment or the comment from the customer in regards to the return below the item list via the buttons per item or the same comment for all items.

    4. Below the item list, indicate the quality per item using respective buttons or the indicate same quality for all items. In the dialog box you can either select "Item is OK (not damaged)" or "Item is damaged".

    5. Click Next.


  4. Optionally, add a comment in the Additional info tab and select whether to print the returns label.

  5. In the last step you will see an overview of all settings.

  6. Click Finish to create the return and exit the wizard.

  7. You receive a system-log for the triggered processes.

  8. You are now requested to place the returned items in the respective storage bins.


In the pixi* Customer Service a notification is now displayed for this customer that open transactions (status of the return - new or open) exist in pixi* Repairs:


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Returns Reminder

You can set reminders for returns. You will then always be notified of upcoming reminders when starting the repairs application.

To add a reminder:

  1. Select the return from the list of returns and open its detailed view by double-clicking or clicking on Edit .

  2. Now click on Add Reminder .

  3. Select the reminder date in the dialog window and confirm with OK. Optionally, you can also enter a comment.

  4. The reminder date is now also displayed in the list of returns and can also be edited there.

Click View > Check Reminders in the menu to see all your reminders due on the day.


Returns TAGs

You can assign any number of TAGs per return:

  1. Select the return from the list of returns. Optionally, open the detailed view by double-clicking or clicking on Edit .

  2. Add one or more tags to the return via the Set tag... button.

  3. You can use the Manage tags... function in the drop-down menu of the button to add, remove and edit existing tags.

  4. Remove a tag from a return using the Clear tag function of the Tags drop-down button.


Comment

You can assign one comment per return:

  1. Select the return from the list of returns. Optionally, open the detailed view by double-clicking or clicking on Edit .

  2. Add a comment to the return via the button .

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Returns Search

You can select two options when searching:

  • Simple Search - There are fewer search criteria available.

  • Advanced Search - You can refine your search with several search criteria.

Simple Search

Advanced Search


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Returns Editing

How to process a return:

  1. Select the return from the list of returns and open its detailed view by double-clicking or clicking on Edit .

  2. (Optionally) Add one or more tags.

  3. (Optionally) Add a reminder.

  4. (Optionally) Add a comment.

  5. Select one or more items and perform actions on the returned items. These are described in detail in the next sections.

    1. Money Back Guarantee: You can only refund amounts for items if the items are not damaged (status: OK).

    2. Replacement: You can only replace an item if it is not damaged (status: OK).

    3. Send to Repair: You can only send items with the status "Damaged" for repair.

    4. Send to Customer: You can only return items with the status "In Repair" to the customer.

    5. Put to Trash: You can only discard items with the status "Damaged".

    6. New Service Invoice: If you want to charge your customer a service charge for the repair.

    7. On Hold: This feature is useful if you want to wait until you have collected a certain number of repair items for a supplier.


Refund

  1. Select an item that is not damaged ("Item is OK").

  2. Click Money Back Guarantee . The status of the return changes upon Moneyback requested.

  3. Confirm the creation of a credit note in pixi* Customer Service.

  4. Customer Service opens in the tab Invoices. The returns wizard is started. The customer and the respective invoice are already preselected. Please make sure that pixi* Customer Service is already open before performing this action.

  5. Complete the Returns Wizard.

  6. The credit note for the customer is generated. In the Repair application, the following processes are triggered:

    1. The returned item receives the status Finished.

    2. The line of the returned item is highlighted in green.

    3. The process is also documented in the history.

    4. If the entire return only consisted of one item, the return also receives the status Closed.


​​Replacement

  1. Select an item that is not damaged ("Item is OK").

  2. Click Replacement .

  3. Confirm the creation of a replacement in pixi* Customer Service.

  4. The Customer Service opens in the Orders tab and a new replacement order with the respective negative quantity is created. In the Repair application, the status of the item changes to Waiting for Shipping. Please make sure that pixi* Customer Service is already open before performing this action.

  5. As soon as the replacement order has been shipped to the customer, the following processes take place in the Repair application:

    1. The returned item changes to status Finished.

    2. The line of the returned item is highlighted in green.

    3. The process is also documented in the history.

    4. If the entire return has only consisted of one item, the return is also set to the status Closed.


Sending off Items for Repair

  1. Select an item that is damaged ("Item is damaged").

  2. Click Send to Repair .

  3. Confirm the request to print an accompanying letter for this item.

  4. Select a supplier and add a comment. You can also use a template here.

  5. The accompanying letter is printed. It contains a returns processing number (RET#00xxx_xx) as well as all important information about the transaction. The barcode is not printed on the accompanying letter. Please scan the item barcode attached to the item when registering the return for identification of the respective return / repair.

  6. The returned item is set to the status: Waiting to be shipped for repair.

  7. Add the accompanying letter to the item and proceed to the Ship-Out station:

    1. Scan the item's returns barcode in the Ship-Out tab. The item is set to the status In Repair.

    2. The shipping label is printed (depending on the shipping service provider). The standard shipping service provider is used to ship items to be repaired. If you would like to use another shipping service provider, you can change this via the check box in the Shipping > Ship-Out Tab.

    3. Place the item in the box provided for the selected supplier.

    4. Only send the returns to the supplier once all items have been scanned. Thus, you can send the returns in just one package to the supplier.

       

If an item is sent to the supplier for repair using the pixi* Repair application, pixi* Customer Service will create a customer with the data of the supplier. This ensures that all required information for the shipping process is available in pixi*.


Ship item(s) to Customers

  1. Select an item.

  2. Click Send to Customer .

  3. Confirm the request to print a accompanying letter for this item.

  4. You can leave a comment.

  5. The accompanying letter is printed.

  6. The returned item is set to the status: Waiting for Shipping.

  7. Add the accompanying letter to the item and proceed to the Ship-Out station:

    1. Scan the item's returns barcode in the Ship-Out tab.

    2. The shipping label is printed (depending on the shipping service provider). The standard shipping service provider is used to ship items to be repaired. If you would like to use another shipping service provider, you can change this via the check box in the Shipping > Ship-Out Tab.

    3. You now ship the item to the customer.


Discard Item(s)

Items that you don't deem repairable any longer can be set to "Trashcan" status.

  1. Select an item that is damaged ("Item is damaged").

  2. Click on Put to Trash .

  3. The returned item is set to the Trashcan/Bin status.

  4. Place the item in the designated storage bin.


New Service Invoice

In the event that you want to charge your customers a handling fee for the repair, you can create a Service Invoice.

  1. Select an item.

  2. Click on New Service Invoice .

  3. Confirm the message to change to pixi* Customer Service.

  4. In Customer Service > F11 Customer account, the form for creating the new service invoice is already pre-filled with the customer data.

  5. Add an invoice line and select the relevant VAT rate.

  6. Click Create. The new service invoice is created.

  7. Click Create and Print to print the invoice as it is created.

  8. The generated service invoice appears in the history of the Repairs application.


Put Entire Process on Hold

  1. In the detailed view of a return, click On Hold .

  2. The return is put on hold. All actions are paused.

Tip: This feature is useful if you want to wait until you have collected a certain number of repair items for a supplier.


Reactivate the entire process

  1. In the detailed view of a return, click Off Hold .

  2. The return can now be processed again.

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Delete Returns

You can only delete returns if its status is set to New:

  1. Select the return from the list.

  2. Click Delete in the toolbar.


Frequently Asked Questions

The customer returns damaged/defective items and would like a refund or replacement. What do I have to do in pixi*?

There is no automated solution for this in pixi*. First follow the instructions as described in the section entitled "Send items for repair".

Replacement:

If the customer wants to receive the same item again, a new order must be created in the pixi* Customer Service. For more information, see Create New Customer Order.

Refund:

If the customer doesn't want to receive a replacement item but a refund instead, you've got to create a manual credit note in the pixi* Customer Account and refund the customer.

For more information, see Delete Events from pixi* Customer Account.

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