Service Management Manuals

Appearance

Use send-in repair ​

Overview ​

Send-in repair starts when an end user submits a request. The customer ships the item, the service center receives and repairs it, and then returns it. The customer confirms receipt. Configured roles handle each stage.

Before you begin ​

RoleConfirmation required before starting operation
End usersThe enterprise has published the shipping and repair portal on the service account or mini program; accurate product and customer address information has been prepared
Service center handlerThe current account handles item receipt or return as configured in the process
End user (receipt stage)The repair part has been returned and the product has been received, or the company has configured automatic receipt based on logistics status

NOTE

One-click ordering, automatic receipt, process nodes and service progress status can be enabled or adjusted according to enterprise configuration. This article follows the system's default instructions for sending and repairing the main link, which does not mean that the pages and nodes of each tenant are exactly the same.

The end user submits a repair application ​

  1. Open send-in repair from the organization's WeChat Official Account or Mini Program. The configured entry-point name can vary.
  2. Fill out the application for repair according to the requirements on the page, focusing on checking the product and customer address information.
  3. Check the return address of the service center recommended by the system. Recommended results are generated based on customer address and product information.
  4. When the company has enabled one-click ordering and completed logistics docking, the company will submit the service request and complete the logistics order at the same time. If this capability is not provided, the shipping method provided by the company will be used.
  5. Submit the repair request.

After submission, use Service Progress to view the current stage. The displayed value comes from Service Progress (API name: service_progress) and can be customized.

Service center receives the item ​

After the item arrives at the service center, receive it manually or automatically.

Manual signature ​

  1. Open the pending shipment repair record by the engineer or other processing role configured in the process.
  2. Verify the received item against the repair request.
  3. Execute the Repair Parts Receipt node and continue the maintenance process configured by the enterprise.

Automatic signature ​

  1. After the system obtains the qualified logistics status change, it automatically processes the Repair Parts Receipt node.
  2. The service center handler confirms that the sent repair record has entered the follow-up repair process.

Automatic receipt must have both available logistics status and corresponding process configuration. When the logistics status is not returned or the conditions are not met, it should be handled by the role configured in the process according to the manual path.

Return the product after repair is completed ​

  1. The configured engineer or handler opens the send-in repair record for return.
  2. Fill in the return logistics information in the Repair Parts Return node.
  3. Place an order through the logistics order interface.
  4. The return logistics information in the confirmation record is available for subsequent inquiry.

The original data only clarified that the logistics information should be filled in when sending back and the order placed through the interface. It did not explain the maintenance inspection, quotation, replacement, approval, etc. If these links exist, they should be executed according to the additional processes configured by the enterprise.

End user signs for product ​

After the customer receives the repaired item, confirm receipt using the configured method.

Manual receipt ​

  1. Open the corresponding delivery and repair record from the end user portal provided by the enterprise.
  2. Verify the product received.
  3. Execute Customer Signature.

Automatic receipt ​

After the logistics status meets the conditions configured by the enterprise, the system can automatically process Customer Signature. End users can confirm whether the record has been updated through the service progress.

Expected results and verification ​

  • Send for repair application to obtain the corresponding service center recommendation results based on the product and customer address.
  • After the service center receives the item, the request enters the configured repair process.
  • After the repair is completed, the return logistics information will be retained in the record and the customer will sign for it.
  • After the customer signs for it, the preset main link is sent for repair; the service progress seen by the end user is consistent with the current record.

FAQ ​

Did not see the one-click order entry ​

One-click ordering is an optional capability and requires companies to meet logistics cooperation conditions and complete docking. When there is no entrance, contact the company service personnel to confirm the shipping method, and do not submit repeated applications for repair.

First check the product and customer address in the repair application. The system matches the service center range maintained by the administrator based on these two types of information; if the information is correct and still cannot be matched, the administrator checks the service center configuration.

Logistics shows that it has arrived, but the service progress is still waiting to be signed. ​

Automatic receipt depends on logistics status and process conditions. If status is unavailable or manual receipt applies, the configured handler must complete receipt.

The status displayed on the page is different from the example in this article ​

Your organization can customize service progress. Use the current record and configured process as the source of truth. If progress does not update, ask an administrator to check the process node's service_progress update.