Create shipment and Return/Replacement in Dyrect

Create shipment and Return/Replacement in Dyrect

Notes
This comprehensive guide walks you through the process of handling returns within the Dyrect App, assuming a service ticket has already been created. It covers essential steps, including generating return and shipping labels, creating repair and replacement orders, and managing shipping options. Whether you’re assisting customers with warranty claims or processing paid repairs, this guide ensures smooth navigation through Dyrect’s return workflow.

Step-by-Step Guide for Processing Returns in Dyrect (Ticket Already Created)

Accessing the Existing Ticket and Generating a Label

  1. Go to the Tickets menu under Warranty.

  2. Ensure Service Tickets are selected.

  3. Locate the relevant Service Number and click on the service number of the ticket to open the existing ticket.

  1. You should now be on the ticket details page. Proceed directly to generating a label.

Generate a  Return Label (Customer to Company)

What is a Return Label?

A return label in Dyrect is a shipping label provided to the customer when they need to return a product. It includes necessary information such as the return address, tracking number, and other shipping details required for the return process.

Purpose of a Return Label in Dyrect:
  1. Facilitates Return Shipping
  2. Tracking and Monitoring
  3. Simplifies Process
  4. Helps with Warranty/Replacement.

Steps to generate a Return Label:

1. On the ticket details page, click the Shipment Icon. You'll see a "Generate Label" menu.
2. Click "Return Label."

3. A new window will open with two choices: "Create Return Label" or "Send Label Via Link/Email."

4. Choose "Send Label Via Link/Email" (this is the recommended way). Click "Next."

5. Check the box that says "Send to {end user email}.

  1. You can also click "Copy" to copy the return label link and send it to the customer yourself.
  2. If the box is checked, an email is sent to the customer so they can complete the form and pay for shipping

6. The customer will get an email saying their service request is approved. They should click "Generate Shipping Label."

7. A new page will open. The customer should click "Generate Shipping Label" again, enter their shipping address, then click "Add Location" and then "Check Eligibility." A message will appear below the address to confirm if delivery is possible

8. The customer should then enter the package size and weight. They will see the available shipping options. They should choose one and click "Next" to go to the payment page.

9. On the payment page, the "Total Amount" will be shown. The customer should click "Continue Payment."

10. They will be taken to the order summary page. They should fill in the details and click "Pay."

Generate a shipment label (Company to Customer)

What is a shipment label?

A shipping label is a type of identification label that helps describe and identify the contents of a container or a package. These labels contain crucial information like addresses, names, weight, and tracking barcodes.

Steps to generate a Shipment Label:

1. Access the Ticket Details Page:
  1. Navigate to the ticket details page and click on the Shipment Icon. A "Generate Label" menu will appear
2. Open Shipment Label:
  1. Select Shipment Label from the menu
3. View the Shipment Details Page:
  1. A new page will slide in from the right side of the screen, displaying shipment details.
4. Review Shipment Information:
  • Confirm the Work Order ID.
  • Verify the Shipping From Address and Shipping To Address.

5. Enter Package Details:
  • Scroll down to the "Package and Weight" section.
  • Fill in the required details such as Length, Width, height and Weight.
  • Select the preferred Shipping Service.
6. Create the Replacement Label:
  1. After completing the details, click on Create Replacement to generate the shipment label.
  2. Shipment label has been Created.

Create the Repair / Replace Order

This section describes creating repair and replacement orders, starting from the existing ticket.

Repair Order

What is Repair Order?

A Repair Order (RO) is a document or record created when a customer requests maintenance, servicing, or repair work for a product or equipment. It outlines the details of the work to be performed, including the issue reported, the specific services required, the parts to be replaced, and the associated costs.

Steps to create a Repair order:

  1. Navigate to the “Work” icon.
  2. On the top right, we have Repair and Replace options. Choose Repair.

Free/Warranty Repair:

  1. Once you click on Repair a page will slide from the right side of the page.
  2. In the new form:
    • Set Repair Type to Free.
    • Select the Reason. If not found, select Other and provide a detailed description.



    • Under "Item Details," enter the model and specify the quantity.
    • Click on “Create Repair”. (You will notice that the total amount is displayed as 0, as the product is covered under warranty)

    • A new form will appear with the Work Order number (e.g., #WO-23), displaying the repair details. You can update the status and select from a dropdown menu with options such as Quotation, Invoice, or Shipment to create the corresponding entry.
    • Use the pencil icon (top right) to edit the work order.
  1. Follow the same steps to reach the Repair form.
  2. Select "Paid" and choose the reason from the dropdown menu. If "Other" is selected, please enter the specific reason and provide a detailed description.


  1. Enter the correct Item Details (e.g., "model - Repair – Paid").
  2. Set Quantity.
  3. Enter the Rate (e.g. 500.00). Enter any adjustments in the Adjustment field. 


Replacement Order

What is Replace order?

A "Replace Order" is a request to exchange a product for a new one, typically due to defects or issues with the original item. The replacement can also be with a different product if specified.

Steps to create a Replace order:

  1. From the open service ticket, click the Work icon.
  2. Click Replace on the right side of the Work Order line.
  3. Creating a replacement page will appear from the right side of the page.
  4. Select the Reason for Return, Replacement Item, and Return shipping options.
  5. Return shipping options:
    • Create a return label in Dyrect: When you select this option, a new page will appear on the right side of the screen, where you can generate the return label for the product. On this page, you'll see details such as the Work Order ID, shipping address (from and to), package weight, and available shipping options. If a shipment has already been created, do not select this option. Once all the details are filled out, click "Create" to generate the return label.


  • Upload a return label: If the return label is already created you can add the URL or the file with a Tracking number and shipping provider.



  • No shipping required. 

  1. There is a checkbox labeled "Send replacement warranty mail to user". If this box is checked, an email will be sent to the customer notifying them that their product replacement has been initiated.



Conclusion

Dyrect return processing starts with an existing service ticket. Customers generate their own return labels via a link sent to them. Internal staff create repair orders (free/warranty or paid) or replacement orders within the Dyrect app, specifying reasons, items, and return shipping options (Dyrect label, uploaded label, or no shipping).





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