English
Customer Portal Talk to Sales
Submit Ticket
Skip to content
English
More support Customer portal
Submit Ticket
  • There are no suggestions because the search field is empty.

Manage - Handling Serial Number Returns in Patient Sales

Problem Description

Users may need to return a serial number from a Patient Sale in Manage due to incorrect assignment, cancellation, return, or supplier-related reasons.
This situation commonly occurs when a sale must be reversed, a device needs repair, or a serial number must be reused for another patient or transaction.

Choosing the wrong return option - especially Return as N/A - can cause the serial number to become unusable and require manual intervention.

Steps to Resolve

Follow the steps below based on the required return scenario.
All actions are performed from Patient Sale using a Credit Note.

Option A: Return to Stock

Use this option when the serial number needs to be reused for another patient or patient sale.

  1. Open the Patient Sale.
  2. Create a Credit Note.
  3. Select Return to Stock.
  • This action returns the serial number to inventory.
  • The serial number becomes available for reuse.

Warning: Ensure the device is physically available before returning it to stock.

Option B: Return to Supplier

Use this option when the device must be sent back to the supplier (e.g., repair, replacement, or correction of serial number details).

  1. Open the Patient Sale.
  2. Create a Credit Note.
  3. Select Return to Supplier.
  • The serial number is released from the patient sale.
  • The item can be returned to the supplier.
  • Serial number information may be corrected if needed.

Note: This option still allows the serial number to be reused after proper handling.

Option C: Return as N/A (Not Advisable)

This option should not be used unless explicitly instructed.

  1. Open the Patient Sale.
  2. Create a Credit Note.
  3. Select Return as N/A.

Important Warnings:

  • This option is not advisable at the moment.

  • If selected accidentally:

  • The serial number becomes Reserved.

  • The serial number cannot be reused.
  • Manual intervention is required.

What to do if N/A was selected by mistake:

  • Inform the customer immediately.

  • Coordinate with:

  • Product Owner (PO)

  • DevOps team
  • A request must be raised to release the serial number (example PBI: Azure DevOps work item).

There are currently no feature improvements planned for the Return as N/A option.

Expected Outcome

After successfully following the correct steps:

  • Return to Stock:
    The serial number is available and can be reused in another patient sale.
  • Return to Supplier:
    The serial number is released from the sale and can be sent to the supplier for repair or correction.
  • Return as N/A:
    (Not recommended) Serial number becomes reserved and unusable until manually released by PO/DevOps.

Escalation Criteria

Escalate the issue to second-level support if:

  • The serial number status shows “Reserved” after a return.
  • Return as N/A was selected accidentally.
  • The serial number cannot be reused after following the correct return process.
  • The customer requests recovery of a locked or unusable serial number.

For escalation, ensure to provide:

  • Device model and serial number
  • Customer contact data
  • Return option selected (Stock / Supplier / N/A)
  • Steps already attempted
  • Any error messages or unusual system behavior