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Depot Repair- Advance Exchange : Different serial is returned than specified in non source

edited May 16, 2016 5:01AM in Field Service - EBS (MOSC) 1 commentAnswered

We have depot repair implemented and advance exchanged process is followed.

Currently there is a issue which is causing dissatisfaction due to customer error.

Customer calls in about failure of item and request for advance exchange as covered in contract.

SR is created with serial reported by customer and advance shipment is done.

However on return customer sends a different serial than specified initially and due to which wrong transactions taking place. since non source on ship line has different serial than on return line.

1. Exchanged item is updated to wrong contract.

2. wrong serial is terminated.

is there a way contract is updated after return transaction? 

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