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Create a Part Return Request Using Desktop

Service teams can create a part return request for one or more products related to a work order. For each part that must be returned, they can specify the dealer details, source and destination location, and the reason for the return. Each part return request can contain multiple requests for all the parts that the manufacturer is expecting back.

Required Editions

Available in: Lightning Experience
Available in: Automotive Cloud, Communications Cloud, Consumer Goods, Energy and Utilities Cloud, Manufacturing Cloud, Service Cloud, and Media Cloud. View edition availability.
User Permissions Needed
To create a part return request: Manage Service Part Returns

Before you create a part return request, associate a price book and products with the work order. Add the product to the standard price book, and then the new price book. The work order must be updated with information such as the contact details and source and destination locations. Associate the related work order line items with the work order.

  1. Create a service appointment.
    1. From the App Launcher, find and select Service Appointments.
    2. Click New.
    3. To associate the work order with this service appointment, select Work Order as the parent record.
    4. Search for and select the work order.
      The work order details are updated in the Parent Record field.
    5. Select the start and end dates for the appointment.
    6. Save your changes.
      A service appointment is created with the associated work order details.
  2. Create a part return request.
    1. From the service appointment, select the work order specified in the Parent Record field.
    2. On the work order record, from the Quick Actions menu, select New Service Part Return.
    3. Enter the details, and click Next.
      If you had selected an account in the work order, the account name is automatically populated.
    4. To add the details of the part that’s returned, click Add Product.
    5. Select a product.
      You can select only a product that’s listed in the work order line item details.
    6. Enter the quantity of the product that you want to return.
      The quantity can’t exceed the value specified in the work order line items.
    7. If needed, select the reason for the return.
    8. If needed, in Description, add some information.
    9. Save and submit the request.

The return order and return order line item for the work order are automatically created and added to the Details tab on the work order line item. The return order contains the account details, whereas the return order line item contains the product and quantity details.