Offline Repair Workflow
Use the offline repair workflow for internal diagnostics and repair of returned items.
The Offline Repair workflow is an internal process for items that need hands-on diagnostics and repair after being received. Unlike the Counter Swap flow (which starts at point of sale), Offline Repair is triggered on an existing RMA that has already been received.
When to Use Offline Repair
Use Offline Repair when:
- A returned item needs detailed fault diagnosis beyond a standard inspection
- The item requires physical repair before a disposition decision
- You want to track technician assignments and repair notes internally
Offline Repair is available as a secondary action on RMAs in Received, Refunded, or Received at Master status.
Starting the Offline Repair Flow
- Open the RMA (which should be in Received, Refunded, or Received at Master status)
- Click the actions menu (three dots or secondary actions)
- Select Begin Offline Diagnostics
- The RMA transitions into the offline workflow
Offline Repair Stages
Offline Diagnostics
Assess the item and document findings:
- Record fault codes and failure descriptions
- Identify root cause of the issue
- Determine whether repair is possible
- Update the Diagnostics Section with notes and photos
Next: Click Begin Repair to proceed, or Skip Repair (Set Disposition) if repair is not needed.
Offline Repair
If the item can be repaired:
- Assign a technician to the repair
- Document the repair process and any parts used
- Update notes as work progresses
Next: Click Set Disposition when repair is complete.
Set Disposition
Choose the final outcome for the item:
| Disposition | Description |
|---|---|
| Restock (Master) | Return repaired item to primary location inventory |
| Restock (Child) | Return repaired item to originating store inventory |
| Write Off | Item cannot be salvaged, remove from inventory |
| Return to Supplier | Send item back to manufacturer for credit or warranty |
Close
Once the disposition is set:
- Review the disposition and notes
- Click Close RMA to finalise
- The RMA moves to Offline Closed
Status Flow
Received / Refunded / Received at Master
↓
Offline Diagnostics → Offline Repair → Offline Resolved → Offline Closed
↘ (Skip Repair) ↗
Offline Repair vs Counter Swap
Both workflows share the same internal stages, but they differ in how they start:
| Aspect | Offline Repair | Counter Swap |
|---|---|---|
| Entry point | Secondary action on existing RMA | Created as a new SWP- RMA |
| Customer interaction | Customer already gone, item received | Customer present, swap happens immediately |
| Replacement | Handled separately (refund/exchange) | Selected during creation |
| Starting status | Received → Offline Diagnostics | Counter Swapped → Offline Diagnostics |
Skipping Repair
Not every item needs repair. If diagnostics reveal the item should be written off or returned to supplier without repair:
- From Offline Diagnostics status, open the secondary actions menu
- Select Skip Repair (Set Disposition)
- Choose the disposition directly
- Close the RMA
Best Practices
- Always complete diagnostics notes before moving to repair
- Record fault codes to track recurring product issues
- Assign specific technicians for accountability
- Use photos to document item condition at each stage
- Review disposition data regularly for supplier quality insights