5. Features & Best Practices

AppleCare+ Repairs

You may need to create the AppleCare+ Service Fee product card in your system -- they will not be listed among the Service Parts that are available with a Parts lookup by Serial Number.

When creating a Repair covered by AppleCare+, the AppleCare+ Service Fee will be added to the SRO and PO. (We collect that fee from the customer, and are billed that fee by Apple.)

Because it's included on the PO, it will also appear under the “Parts” tab when creating a GSX Repair — that information is drawn from the PO associated with the Repair. But as this isn't a tangible part, submitting it as part of the Repair will cause an error.

When creating the repair in the GSX Repair window, click the “Omit” checkbox at the far right to keep it from being submitted as a Service Part. As long as the Coverage and Pricing Options for the other parts are set properly, AppleCare+ coverage will be properly applied.

Transfer SROs Between Store Locations

Multi-Store Users have the option to move an SRO to a different Store Location — click on the "Gear" icon in the lower right hand corner of the SRO window, and use the "Transfer to Store ID" tool. 

This will move the SRO, but it will not move the PO. Parts will be sent to the location where the GSX Repair was originally submitted.

Using the Visual Inspection and Customer Sign-Off Features in CheckIn

You can configure the SRO workflow in CheckIn to automatically follow the path:  Problem Description > Visual Inspection > Customer Signature, thus insuring that a critical step in the intake process is not overlooked.

To enable this feature, go to More > Admin > Company Setup > Global Settings and make sure param_require_inspection is set to Y. (The search tool in that window can be used to quickly locate specific settings.)

Using Multiple POs with an SRO

You can have an SRO that's linked to multiple POs, but if you need to set up a GSX Repair, the PO for Apple Service will need to be the first PO that's created. CheckIn does not currently offer the option to select a different PO when creating a Repair, and the first PO will always be selected by default.