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Managing Replacement products

Ordering replacement products and updating Product Status in the call

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Written by Ashok P
Updated over a week ago

Products that cannot be repaired will need to be replaced. For a call involving a replacement product, the technician may request the back office to check if the product is available.

“Requested” products

When the technician requests product availability from the Field user view, the call log will show the product status as “Requested.” The call will then move to the “Awaiting Parts” status.

If the product is available, you can change the status to “Delivered” and schedule another visit to replace the product.

*If you do not change the status to “Delivered,” the technician cannot complete the call in the Field user view.

Ordering products

If the product is unavailable, you will need to order the product using the standard ordering process on D-Tools Cloud.

To order the product, click the 3-dot menu of the product and choose “Add To/Create Order.” This will open a modal with options to add the product to a draft PO (Purchase Orders) or create a new PO.

Check out this collection of articles for more details about managing POs.

Update call status

You have the option to change the status of the call to "Parts Ordered," and "Parts Received" as and when you order and receive the products.

Update product status

When the supplier delivers the product, change its status to “Delivered” and schedule another visit to replace it.

Manufacturer warranty for replacement product

If the product is installed as part of a project managed on D-Tools Cloud, or if the product is under manufacturer warranty, the customer will not be billed for the product.

By default, the customer will be billed for all replacement products included in a service call.

However, if you find out that a product is under manufacturer warranty, do the following:

  1. Go to the “Work Summary” tab of the call.

  2. Under “Replacement Products,” click the 3-dot menu of the product and click “Edit.”

  3. In the Product side panel, select “Included in service contract.”

Now, the product price will not be added to the payment request.

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