Overview

Sometimes a Samsung repair cannot go ahead where it started. The customer may cancel, or the job may need to go to another of your service centers. Fixably can cancel the GSPN service order with the right Samsung reason, or move it to another ShipTo in GSPN, without you logging into GSPN.

At a glance:

• Cancel: you choose a Samsung cancel reason. Fixably cancels the service order in GSPN, closes the repair and removes the parts from the order.
• Move: you change the order's service location. Fixably moves the service order in GSPN to the ShipTo of the new location.

Before you begin

• The order must have an open GSPN service order. See Creating a Samsung GSPN service order.
• To open the repair, you need the View GSPN repairs permission.
• To cancel a service order, you need the Cancel GSPN repair permission.
• To move a service order, you need the Reallocate GSPN repair permission (from the repair) or the Edit location permission (from the order's service location).
• To move a service order, the new location needs a Ship-To for the same SoldTo as the repair. See Getting started with Samsung GSPN.

Cancel a service order

1. Open the order and click the Repair number. The GSPN repair opens on the right.
2. Click Cancel service order.
3. In Cancel Reason, choose the Samsung reason that fits.
4. Click Cancel service order.

Fixably shows Service order cancelled and reloads the order. If Samsung refuses the cancellation, its reason shows as an error message at the top of the screen, and the repair stays open.

What happens when you cancel

For most cancel reasons, Fixably:

• cancels the service order in GSPN, with the reason you chose,
• removes every line from the order, including lines that are not Samsung parts, together with any dispatch of those lines,
• closes the repair and marks it as cancelled,
• moves the order to the status your team uses for that cancel reason, if Fixably has set up a status for it in the order's queue. Status mapping is set up by Fixably.

If the order's service location has Enable in home stock traceability module turned on, lines that were taken out of stock through stock traceability are not deleted. Fixably sets them to pending return to stock instead, so the parts can be returned to stock and stay traceable.

Customer request (Reschedule for later)

The reason HC031, Customer request (Reschedule for later), works differently. Fixably cancels the service order in GSPN and closes the repair, but:

• the lines stay on the order,
• the order's status does not change.

Use it when the customer wants to come back later and you want to keep the parts on the order.

Cancel reasons

Fixably offers Samsung's cancel reasons, for example:

Your administrator can limit the list and change the descriptions. See the next section.

Choose which cancel reasons your team sees

By default, your team sees all of Samsung's cancel reasons. To show only the ones you use:

1. Open System Settings > Integrations > IGSPN.
2. In Used cancel reason codes, choose the reasons your team should see.
3. Optional: click Edit cancel reason descriptions. A table with Code and Description opens. Change the description of any chosen reason, for example to translate it into your language.
4. Save the settings.

Only the chosen reasons are offered when your team cancels a service order, with your descriptions. If you do not choose any reason, all reasons are available.

Cancel a temporary service order after check-in

Some check-in macros create a temporary service order and cancel it again at the end of the flow. In that case, the gspn.repair.create step shows a Cancel IGSPN repair after the check-in process checkbox. When you tick it, the gspn.tmp.repair.cancel step at the end of the macro cancels the service order in GSPN with the reason HC030, Customer Request (by ASC).

Fixably support sets up and changes your macros. Contact them if you want this option in your check-in macro.

Move a service order to another service location

When a job moves to another of your service centers, the service order must move to that center's ShipTo in GSPN. There are two ways to do this.

From the order

1. Open the order.
2. Click the Service location and choose the new location.

If the order has an open GSPN repair, Fixably moves the service order in GSPN first. If the move fails, Fixably shows an error and the order does not get the new location.

From the repair

1. Open the order and click the Repair number. The GSPN repair opens on the right.
2. Click Reallocate service order.
3. In Reallocate to, choose the new location. The list shows only enabled locations that have a Ship-To for the repair's SoldTo, with the Ship-To number in brackets. The current location is not listed.
4. Click Reallocate service order.

Fixably shows Service order successfully reallocated, changes the order's service location and reloads the order.

How Fixably moves the service order

   Current ShipTo   --->   SoldTo   --->   New ShipTo

• If the new location has the same Ship-To as the current one, Fixably only changes the order's service location. Nothing changes in GSPN.
• If the service order is under a ShipTo, Samsung requires two steps. Fixably first moves the service order to the SoldTo the ShipTo belongs to, and then to the new ShipTo.
• After the move, if the service order has moved on from its first status, Fixably sends the repair's current status to GSPN again, so the service order keeps its status at the new ShipTo.
• SAW requests stay with the ShipTo they were created under. Fixably still fetches their updates after the move. See Samsung GSPN SAW requests.

Limits

• You can only move a service order between locations that have a Ship-To for the same SoldTo as the repair. Moving a service order to another SoldTo is not possible.
• Each location has one Ship-To field for each of your SoldTo accounts, in System Settings > Locations.
• A closed or cancelled repair is not moved in GSPN. Changing the order's service location then only changes it in Fixably.

Troubleshooting

The Cancel service order or Reallocate service order button is missing

The buttons are only shown while the repair is open. Check that you have the Cancel GSPN repair or Reallocate GSPN repair permission.

The cancel reason I need is not in the list

Your administrator has limited the reasons in Used cancel reason codes. Ask them to add the reason in System Settings > Integrations > IGSPN.

"Repair can not be canceled: Unknown error"

The gspn.tmp.repair.cancel step could not cancel the temporary service order. Cancel it from the repair with Cancel service order, or contact Fixably support.

The Reallocate to list is empty

No other enabled location has a Ship-To for the repair's SoldTo. Add the Ship-To to the location in System Settings > Locations, then try again.

"Destination account not recognized, please contact support"

Fixably does not recognize the new location's Ship-To as one of your GSPN accounts. Check the location's Ship-To in System Settings > Locations, then contact Fixably support.

"Reallocated to soldto. Reallocating to shipto failed"

The first step worked, so the service order is now under your SoldTo in GSPN, but the move to the new ShipTo failed. Contact Fixably support before you try again.

"Repair has no soldto"

The repair is not linked to a SoldTo account in Fixably, so it cannot be moved. Contact Fixably support.