Keep a return case traceable from intake to outcome

Customers often know the serial number but not the original case number. A searchable register helps staff find previous notes while keeping each visit distinct.

Prepare your input

At intake, record customer, product, serial number, purchase date, reported fault and any evidence supplied. Confirm that the same serial can legitimately have multiple return cases.

Work through the task

Create a case in Returns and Warranty Register and save it to obtain a stable local ID. Update its stage and notes as the item is inspected. Search by serial or customer when the customer calls. Export a printable case report or CSV for the team. The warranty text compares recorded dates, but staff must still verify terms and eligibility outside the app.

Example to try

A device with serial S-28 came back in March and again in October. Create two case IDs, even though the serial matches. When searching by serial, inspect the purchase and return dates and read the current case notes before answering the customer. A displayed date range is a prompt for investigation, not a promise of free replacement.

Check the result

Before closing, compare the case report with the physical item, customer details and agreed outcome. Keep return-shipping references or photos in your approved system because this release does not attach them.

Know the current limits

Closing a case does not issue a refund or restock inventory. Stored data is local and unencrypted; follow your own privacy and backup procedures.