Overview

When a Samsung repair is finished, Fixably closes the service order in GSPN in two moves: 

• Marks the repair Completed in GSPN (status ST035), 
• Marks it Goods Delivered (status ST040). The warranty claim goes to Samsung together with Goods Delivered.

Most service centers do this with one macro step, gspn.check_out, in their check-out macro. In our example, this is called “Close SO”.

At a glance:

• Completed (ST035) tells Samsung the repair work is done. It carries the closing details, such as the IRIS codes and the repair description.
• Goods Delivered (ST040) tells Samsung the device has gone back to the customer. It closes the service order and carries the warranty claim.
• Fixably will not close the service order while Samsung reports a warranty error that is not on your ignore list.
• The Fixably order cannot be closed while the Samsung repair is still open and not yet Completed.

   gspn.check_out
   Closing details     --->   Completed (ST035)   --->   Goods Delivered (ST040)
   IRIS codes,                Repair work done           Service order closed,
   repair description,        in GSPN                    warranty claim sent
   shipping details

Before you begin

• The order must have a Samsung device and an open GSPN service order. See Creating a Samsung GSPN service order.
• You need the Mark GSPN repair complete permission to run gspn.check_out, gspn.complete_date or gspn.goods_delivered.
• Any SAW requests on the repair must be approved or cancelled. See Samsung GSPN SAW requests.
• Write what was done as a resolution note on the order. Fixably uses it to fill in the Repair description.
• Add the parts you used to the order and to the service order. See Ordering Samsung parts.

Set the IRIS codes first (recommended)

We recommend setting the IRIS codes on the repair before you run gspn.check_out. Fixably sends them to Samsung straight away, and the check-out step is then already filled in with them. IRIS codes are Samsung's codes for the condition, symptom, defect and repair on a job.

1. Open the order and click the Repair number on the order's info card. The Samsung repair window opens.
2. Click Update Iris codes.
3. Choose the Iris symptom code, Iris defect code, Iris condition code and Iris repair code, and the Type of defect.
4. Click Save. Fixably shows "Iris codes updated".

You need the Update IRIS codes for GSPN repair permission.

Close a repair with gspn.check_out

The gspn.check_out step asks for the closing details, sends Completed to Samsung, and then sends Goods Delivered.

Step 1: Check the messages at the top of the step

When the step opens, Fixably syncs the service order with Samsung and checks it. You may see:

Step 2: Fill in the closing details

The step shows the fields below. Fixably support can hide fields your team does not use, so you may not see all of them.

If you choose a Repair completed date less than 48 hours after the service order was created, the step shows "This service order may be qualified for NBD, apply service grade." Choose the right Service grade if so.

Step 3: Fill in the Pick-up Service fields, if shown

These fields are only shown for repairs with the service type Pick up service.

These fields are sent to Samsung with the Completed update. Keep in mind:

• They are only sent if the repair is not Completed yet when you run the step. If the repair is already Completed, for example because an earlier run stopped after Completed, Fixably does not send them, and shows no message.
• An empty field is skipped. You cannot clear a value that Samsung already has from this step.
• From ASC date, Ship company and Shipping number (Outbound) are never required, even when they are shown.

Step 4: Continue the macro

Fixably then:

1. Saves the part details and IRIS codes on the repair.
2. Clears the void code, if you ticked Clear void code.
3. Adds or updates the labour and freight lines from the Type of defect.
4. Marks the repair Completed (ST035) in Samsung, unless it is Completed already.
5. Marks the repair Goods Delivered (ST040) in Samsung and sends the warranty claim with it.
6. Shows "Service order closed" and syncs the repair with Samsung.

With Goods Delivered, Fixably also sends the delivery date and the date the goods went back to the customer, both set to the current time. It sends the close reason HGZ09 (shipment to customer) if the order has a shipment, or HGZ01 (pickup by customer) if it does not. Fixably support can set a different close reason for a service type.

Closing in two steps

Some service centers mark the repair Completed when the work is done, and close it later when the customer collects the device or it ships. Fixably support can set this up for you in one of two ways:

• gspn.check_out can stop after Completed. You then run the step again later to send Goods Delivered.
• gspn.goods_delivered sends Goods Delivered for a repair that is already Completed. It has no fields. It stops with "Repair is not completed yet" if the repair is not Completed in Samsung.

If your team needs to set the completion date before check-out, Fixably support can add gspn.complete_date. It asks for a Repair completed date within the last three days and saves it on the repair. Fixably then pre-fills that date in the check-out step and in the repair's Mark complete form.

Close a repair from the repair window

You can also do each move by hand from the Samsung repair window. Open the order and click the Repair number on the order's info card.

• Update Iris codes sets the four IRIS codes and the Type of defect. You need the Update IRIS codes for GSPN repair permission.
• Mark complete marks the repair Completed in Samsung. It asks for the Repair description, the IRIS codes, and the Defect description, Engineer code and Serial if Samsung does not have them yet. You need the Mark GSPN repair complete permission.
• Warranty claim appears once the repair is Completed. It sends the warranty claim together with Goods Delivered. See Samsung GSPN warranty claims, WER errors and warranty appeals.

What happens after the repair closes

• The service order is closed in GSPN and the repair is closed in Fixably.
• The claim number and status show in the order header, for example "Wty Claim No: ... - Status: ...", once Samsung returns them.
• If Dispatch order lines after repair closed is ticked in the IGSPN settings, Fixably marks the repair's parts as collected and creates a dispatch for them. Parts that have not arrived yet, such as ordered parts, keep their status. Nothing is dispatched for a cancelled repair.
• You can now close the Fixably order.

Settings that affect closing

These settings are on System Settings > Integrations > IGSPN. You need the Manage IGSPN permission to change them.

The order cannot close before the repair

Fixably will not close an order while its Samsung repair is still open and not yet Completed in Samsung. Mark the repair Completed, or close it, first. Once the repair is Completed, you can close the order even before you send Goods Delivered.

Troubleshooting

"Order cannot be closed as repair ... is not ready for pickup"

The Samsung repair is still open and is not Completed. Run your check-out step, or use Mark complete in the repair window, then close the order.

"Repair has warranty errors"

Samsung reported a warranty error (WER) on the repair that is not on your Ignored WER errors list, so Fixably did not send Goods Delivered. The repair may already be Completed. Open the repair window and check the Warranty Errors tab. Fix the cause, or raise a WER request, then run the step again. See Samsung GSPN warranty claims, WER errors and warranty appeals.

"SAW ... not approved"

A SAW request on the repair is still waiting for Samsung. Wait until Samsung approves or cancels it, then run the step again. See Samsung GSPN SAW requests.

"One or more IRIS codes not set"

This shows in the order header when the repair has had an engineer assigned in Samsung and at least one IRIS code is missing. Fill them in with Update Iris codes in the repair window, or in the check-out step.

"Complete date cannot be more than 3 days ago"

The Repair completed date is too far in the past. Samsung only accepts a date within the last three days. Choose a later date.

"Invalid shipping date"

A Pick-up Service date could not be read. Pick the date again with the date picker and run the step again.

"Repair is not completed yet"

gspn.goods_delivered only works on a repair that is Completed in Samsung. Mark the repair Completed first.

"Repair is already closed" or "Order has no repair"

The service order is already closed, or the order has no Samsung repair. There is nothing to close.

"SO_CHANGE error: ..." in the order header

Samsung rejected the last update Fixably sent. The text after the colon is Samsung's reason. Fix the problem it describes, then run the step again.

I filled in the shipping fields, but Samsung did not get them

The Pick-up Service fields are only sent with the Completed update. If the repair was already Completed when you ran the step, Fixably did not send them. Contact Fixably support if you need to add them to the service order.