Overview

A credit request tracks credit you claim from Samsung for a part, such as a part that arrived dead. Fixably keeps the list so you can follow each request until Samsung gives the credit.

At a glance:

• A credit request is created when you mark a Samsung part as DOA (dead on arrival) on an order. You can also import credit requests from a CSV or XLSX file.
• You follow each credit request through to credit received, and record Samsung's credit note number.
• The list is a record in Fixably. Fixably does not send credit requests to Samsung.

   Part arrives dead          Set as DOA on the order        GSPN Credit requests
   from Samsung       --->    DOA reason, credit      --->   Follow up status,
                              request number, date           credit note number

For what Samsung pays you for warranty repairs, see Samsung reimbursements.

Before you begin

• The Samsung GSPN integration must be set up. See Getting started with Samsung GSPN.
• Credit requests are in the Purchase Orders menu, which must be available to you.
• To move DOA parts into a DOA stock automatically, each stock that holds Samsung parts needs Transfer DOA items turned on, and a DOA destination stock chosen. If a location has exactly one DOA stock, Fixably uses it without a destination being chosen.

Your role needs these permissions:

Find the credit request list

In the main menu, open Purchase Orders > GSPN Credit requests. The page is called GSPN Credit request parts.

For each credit request, the list shows:

You can filter the list by Location, Type, Status and credit request date, and search by part number, order number, credit request number or location name.

Types and statuses

There are three types of credit request:

A credit request has one of five statuses. The numbers are the values you use when you import:

DOA reason codes

Every DOA credit request needs one of Samsung's reason codes:

Create a credit request by marking a part DOA

Fixably does not send the credit request to Samsung. Raise it in GSPN as usual, then record it in Fixably with Samsung's credit request number.

1. Open the order and find the Samsung part on the order lines.
2. Open the part's menu and click Set as DOA.
3. Fixably asks you to confirm. Click Confirm DOA.
4. A panel opens on the right. Fill in:
   • DOA reason: Samsung's reason code,
   • Credit request number: exactly 10 characters,
   • Credit request date: in the format yyyy-mm-dd,
   • Reason: only shown if your account uses report reasons. Choose why the part is not reported.
5. Click Mark as DOA.

Fixably shows "Line marked DOA" and opens the part's product details.

Set as DOA is shown for a Samsung part once it has arrived or been taken from stock.

What happens when you mark a part DOA

• The order line is marked DOA and set as not reported, so it does not show to the customer.
• If the order has a GSPN service order, Fixably removes the part from it in GSPN.
• If the part came on a Samsung delivery order, the quantity available on that delivery is reduced.
• If the part's stock has Transfer DOA items turned on and a DOA stock is found, the part moves to the DOA stock. Otherwise the part stays where it is.
• A credit request of type DOA is created with the status Ongoing.

The part stays in the DOA stock. Changing the credit request's status later does not move or remove any stock.

Only Set as DOA on an order line creates a credit request. If you mark a part DOA another way, for example when receiving parts, import a credit request for it.

Import credit requests

Use an import for credit requests that did not start on an order, such as urgent or OFS returns, or for many DOA parts at once.

1. On the credit request list, click Import.
2. The Credit request import panel opens. In Select file, choose a CSV or XLSX file. Click Download example CSV. to get a template.
3. For a CSV file, choose the CSV delimiter: semicolon or comma. CSV files must be UTF-8 encoded.
4. Click Submit.

The first row of the file holds the column names:

The Stock and Stock quantity columns are only listed in the panel when your account has a DOA stock. The stock move only happens when that stock has Transfer DOA items turned on and a DOA stock is found. Otherwise the credit request is still created, without a stock move.

If every row is valid, Fixably shows "Import successful". If some rows have problems, Fixably shows "Import had errors" and lists each problem with its row number. The rows without problems are imported. Fix the listed rows and import only those rows again.

Each row creates a new credit request. Importing the same file twice creates duplicates.

Follow up credit requests

• Change the status: choose a new status in the row's Status dropdown. Fixably saves it straight away and shows "Credit request status updated".
• Mark several as handled: tick the rows, then click Mark as handled at the top of the page. Their status changes to Ok, and Fixably shows "Credit requests marked handled". Credit requests that are rejected keep their status.
• Add a credit note number or comments: open the row's cog menu and click Add comments or credit note number. The Credit request note number can be up to 32 characters, and Comments up to 255 characters. Click Save.

Export the list

Click Export and choose:

What Fixably does not do

These are the current limits:

• Fixably does not send credit requests to Samsung, and does not fetch their status from Samsung. You raise them in GSPN and update the status in Fixably by hand.
• Credit requests cannot be deleted in Fixably.
• Urgent and OFS credit requests can only be added by import.

Troubleshooting

"Cannot mark as DOA: replacement part is not available in stock or serial number is not identified"

The part has not arrived yet. Receive the part first, then use Set as DOA.

Set as DOA is missing from the part's menu

Check that the part is a Samsung part, that it has arrived or been taken from stock, and that it is not already marked DOA. Your role also needs the Create Samsung credit request from DOA line permission.

"Please select a reason before marking the selected line(s) as not reported."

Your account uses report reasons. Choose a Reason in the panel, then click Mark as DOA again.

The DOA part did not move to the DOA stock

Check the stock the part came from. It needs Transfer DOA items turned on, and a DOA destination stock chosen, unless the location has exactly one DOA stock.

"Required field(s) ... missing"

The import file is missing one of the required columns: Number, Date, Part, Type or Reason. Check the column names in the first row.

Import row errors

"Only UTF-8 encoded files are allowed" or "Only XLSX or CSV files can be imported"

Save the file as a UTF-8 CSV, or as XLSX, and import it again.

"File size limit exceeded"

Split the file into smaller files and import them one by one.

"A minimum of 3 characters is needed to perform search"

Type more of the value you are searching for on the credit request list.