Overview

Samsung asks for some of the parts you replace on warranty repairs to be sent back. This is called part collection. Fixably fetches Samsung's list of parts to return, you group the parts into a collection, and Fixably creates and confirms the shipment in GSPN for you.

At a glance:

• Fixably fetches Samsung's part collection list automatically every hour.
• You group parts into a collection: one box going to one Samsung address.
• You add parts by picking them from a list or by scanning their serial numbers.
• When the box is packed, you enter the tracking number and box weight and confirm. Fixably creates the shipment in GSPN and confirms it.
• Finished collections move to History, where you can follow Samsung's status and reprint labels.

Which parts Samsung wants back

Samsung decides which parts it wants back. Fixably copies Samsung's part collection list and shows it on the Returnable Parts page. Only the parts on that list can go into a collection.

Each part on the list has a return type:

When you receive a Samsung part, the part label Fixably prints shows Collection: Yes or Collection: No. This is an early hint for your team, so they know to keep the old part. It says Yes when the part number starts with BN44, or when the part's purchase price is above 500. Fixably support can change this amount for your account. The hint does not decide anything: Samsung's list does.

Before you begin

• The Samsung GSPN integration must be set up, with your SoldTo accounts. See Getting started with Samsung GSPN.
• The Purchase Orders menu must be available on your account. GSPN part returns live there.
• The Samsung addresses you can ship to come from GSPN. Fixably copies them each time it fetches the part collection list.
• To print return labels without a print dialog, see Set up automatic label printing below.

Your role needs these permissions:

Find the GSPN part return pages

In the main menu, open Purchase Orders > GSPN Part returns.

The GSPN Part Returns page lists your open collections. Collections that are confirmed move to History. The buttons at the top of the page are:

For each open collection, the list shows:

Get Samsung's latest list

Fixably fetches Samsung's part collection list automatically every hour. Each fetch covers the last six months, both return types and every status. Shipments your team created directly in GSPN also appear in Fixably.

To fetch the list straight away:

• On any GSPN part return page, click Refresh from IGSPN. Fixably shows "Refreshing Part Returns from IGSPN. This may take some time..." and then "Refreshed Part Returns from IGSPN".
• Or, as an administrator, open System Settings > Integrations > IGSPN and click Fetch and update Part Collection list. Fixably shows "Part Collection Lists fetched successfully".

Each part on the list links to its Fixably order and repair when Fixably can match it to a part on the repair.

Create a collection

A collection is one box going to one Samsung address. All parts in it must have the same account, ship-to and return type.

Option 1: Pick parts from the returnable parts list

1. Click Browse Returnable Parts.
2. Narrow the list if you need to. You can filter by Account, Fiscal month and Type, or search by claim number, part number or serial number in Select by search. The search needs the full value.
3. Click the + button next to each part you want to send. The button changes to -. Click it again to deselect the part.
4. Click Return Parts at the top of the page. The number next to it shows how many parts you selected.
5. The New Part Return panel opens on the right, with your selected parts. Choose:
   • Account,
   • Return Type,
   • Select where parts will be shipped to.
6. Click Create and Collect.

Fixably shows "Created part return", and the collection appears on the GSPN Part Returns page.

Choose the same account, return type and ship-to as the parts you selected. Fixably adds every selected part to the collection without checking that they match.

Option 2: Create an empty collection and scan parts into it

1. On the GSPN Part Returns page, click New Part Return.
2. Choose the Account, Return Type and Select where parts will be shipped to.
3. Click Create and Collect.
4. Add parts by scanning them, as described in the next section.

You cannot change the account, return type or ship-to after the collection is created. If one of them is wrong, delete the collection and create a new one.

Add or remove parts

1. On the GSPN Part Returns page, open the cog menu of the collection and click Add parts. Or click the number in Number of Items Added.
2. In Add part to return, scan or type the part's serial number (Enter part serial). Press Enter, or click Add.

Fixably shows "Part added", and the part appears in the list. The scanner field stays active, so you can scan the next part straight away.

Fixably only adds a part when all of these are true:

• the part is on Samsung's list and has no shipment yet,
• it is not already in another collection,
• it has the same account, ship-to and return type as the collection.

Otherwise Fixably shows "Serial not found".

To pick parts from a list instead, click Return Parts at the top of the page. The Returnable Parts panel lists the parts that match the collection. Type in Filter to find a part, click + next to each part, then click Done.

To remove a part, click the red bin button on its row.

Once the collection has a shipment number in GSPN, its parts are locked. The scan field, the Return Parts button and the bin buttons are no longer shown.

Confirm the shipment

Confirm the collection when the box is packed and you have the carrier's tracking number. Fixably does not book a carrier: you type in the tracking number you got from your carrier.

1. On the GSPN Part Returns page, open the cog menu of the collection and click Edit.
2. The Edit Part Return panel opens. Enter the Tracking Number and the Box weight (kg).
3. Click Confirm and Print.
4. Fixably asks "Confirm part return?". Confirm.

Fixably creates the shipment in GSPN if it does not exist yet, then confirms it to Samsung with your tracking number. It shows "Confirmed part return" and opens the collection's return label, ready to print. The collection then moves to History and can no longer be changed.

Confirm and Print is greyed out while the collection has no parts.

Delete a collection

You can delete a collection until it is confirmed.

1. Open the cog menu of the collection and click Edit.
2. Click Delete.
3. Fixably asks "Delete part return?". Click Delete again.

If the collection already has a shipment in GSPN, Fixably cancels that shipment in GSPN first. Fixably shows "Deleted part return".

The parts are released from the collection. Parts that never had a shipment can go into another collection straight away. Parts whose shipment was cancelled become available again after Fixably next fetches Samsung's list. Click Refresh from IGSPN if you need them sooner.

A confirmed collection cannot be changed, cancelled or deleted in Fixably.

Print labels

There are two kinds of label:

• the return label for the whole collection, for the outside of the box,
• a part label for each part in the collection.

To print them:

• When you confirm: the return label opens automatically after Confirm and Print.
• Later, from History: click View History, open the cog menu of the collection and click Print Label.
• A part label: open a collection that has a shipment number, for example with View Parts in History. Click the printer button on the part's row. The button is only shown for parts that Fixably matched to a part on a Fixably repair.

Set up automatic label printing

To send labels straight to a label printer, without a print dialog:

1. An administrator opens System Settings > Printouts > Basic settings and ticks Create GSPN part return label automatically when shipment is confirmed. This needs QZ Tray.
2. Each user who prints labels picks their printer in User Settings, under QZ Tray, in Select default printer.

When both are set, return labels and part labels print through QZ Tray. Otherwise they open in a new browser tab.

Follow returns in History

Click View History to see collections that have been confirmed. The list shows:

The status updates each time Fixably fetches Samsung's list, every hour.

DOA parts and report reasons

A part that arrives dead from Samsung (DOA, dead on arrival) is not returned through part collection. You record it as a DOA credit request instead. See Samsung credit requests.

When you mark a Samsung part as DOA, Fixably sets it as not reported, so it does not show to the customer. If your account uses report reasons, Fixably asks you to choose a Reason at the same time. Administrators manage the list of reasons in System Settings > Report Reasons.

Troubleshooting

"Serial not found"

Fixably could not add the scanned part to this collection. Check that:

• the serial number is correct,
• the part is on Samsung's list. Click Refresh from IGSPN to fetch the latest list,
• the part is not already in another collection,
• the part has the same account, ship-to and return type as the collection.

A part is missing from Returnable Parts

• Click Refresh from IGSPN. New parts appear on Samsung's list over time.
• Clear the Account, Fiscal month and Type filters.
• The part may already be in a collection, or already have a shipment.
• Fixably fetches the last six months of Samsung's list. Older parts do not appear.

The scan field and Return Parts button are missing

The collection already has a shipment number in GSPN, so its parts are locked. Confirm it, or delete it and create a new one.

"Please provide at least one item"

You clicked Done in the Returnable Parts panel without selecting a part. Click + next to at least one part first.

Confirm and Print is greyed out

The collection has no parts. Add parts first.

"Tracking number is required" or "Box weight is required"

Enter both the Tracking Number and the Box weight (kg) before you click Confirm and Print.

The label opens in a browser tab instead of printing

Automatic printing needs both the option in System Settings > Printouts > Basic settings and a default printer in your User Settings. See Set up automatic label printing.