How to use the back ordered parts request feature

The Back Order Parts Request feature is designed for situations where a Service Customer needs to return at a later date to complete a repair that cannot be finalised during their current visit due to unavailable parts.

When to Use This Feature

• The Service Department initiates a parts request for any items that are not currently available.

• The Parts Department then manages the creation and processing of the Purchase Order associated with the request.

• Once the parts arrive through the parts system, the Service Department is notified and can contact the customer to schedule a new appointment.

• A new Repair Order (RO) is created for the follow-up work, ensuring the customer receives full service and that no parts are left unused.

Purpose and Benefits

This feature is intended to:

• Maintain customer retention by facilitating return visits for incomplete work.

• Prevent unnecessary inventory buildup from ordering slow-moving parts for customers who may not return.

Important Guidelines

• Do not use this feature if the original Repair Order remains open. In that case, simply coordinate directly with the Parts Department to order the required parts under the open RO.

• This feature should only be used when:

  • The original Repair Order is ready to be closed and invoiced.

  • The remaining work will be completed under a future Repair Order.

By following this process, you can ensure efficient operations and a better customer experience without risking lost revenue or unused inventory.

New Requests

1. In the Service Control Centre tab, click Parts Requests.
2. Click Add Request.
   
   
   
3. Search for the associated Service Vehicle, then click Select.
   
   
   
4. Enter a Due Date, and an Estimated Fitment Time if known.
5. In the Requested Parts tab, enter required Part Numbers and Quantity. Enter a Required Job ID that the part is to be applied on.
   
   
   
6. In the Request Jobs tab, enter a Job Description and Job Type as required. You can add multiple jobs if applicable.
   
   
   
7. Further notes can be added in the Other Request Notes tab.
   
   
   
8. If the customer is leaving a deposit, add this in the Deposits tab.
   
   
   
9. Click Save Request.
10. This request is now sitting in the New Requests tab.
    
    

Parts Ordered.

1. In the Sell Parts tab, click Back Order Parts.
2. Select the request and click Edit.
   
   
   
3. Click Create Order.
   
   
   
4. A customer parts sale will be created using a Back Order Charge Code.
5. Click Save as Client Order.
   
   
   
6. You should then be prompted to add this part to a Supplier Order, click Add to Orders.
   
   
   
7. This request is now sitting in the Parts Ordered tab.
   
   

Parts Arrived

1. Once the ordered parts arrive, receipt them in as usual.
2. This request is now sitting in the Parts Arrived tab.
   
   
   
3. Select the request, then click Edit.
   
   
   
4. Tick the box labelled Approved for New RO to be Created, then click Save Request.
   
   
   
5. This request is now sitting in the Parts Awaiting RO tab.

Parts Awaiting RO

1. From the Service module, select the request sitting in the Parts Awaiting RO Request, then click Edit.
2. In the Service/Bookings tab, click Add Booking.
   
   
   
3. Book in the repair order as per usual. Note the request details are sitting as Job Notes.
   
   
   
4. If the parts have not been allocated, the request will be sitting in the RO Booked tab. If the parts have been allocated, this request will be sitting in the Parts Not-Invoiced tab.
   
   
   

Parts Invoiced/RO Invoiced

1. As the repair order progresses, once the parts on the RO have been invoiced, the request will sit in the Parts Invoiced tab. Once the RO is invoiced, the request will sit in the RO Invoiced tab.