How to check-in packages

This article goes over properly opening and documenting packages that come in. We get parts and devices delivered to us regularly and making sure we stay on top of opening packages is an important part of getting the shop running smoothly.

There are four different types of packages. Devices that Apple sends to us (like whole iPhones, iPads, or Apple Watches), parts Apple sends us for repairs, parts Apple sends us for consignment, and parts other third party vendors for window repairs.

There should be one primary person responsible for opening packages for the whole shop. There can also be one backup person in case the primary person is out of the office.

Opening packages are a high priority item. They need to be tended to as soon as they come in.

Devices Apple sends us

1. Look at the box and find the PCRT WO

2. Pull up the WO and access the situations. Typically the repair will be “Waiting for Parts”. You’ll be able to see the GSX repair the device is attached to and anything else going on.

3. Use the GSX repair number from PCRT to pull up their repair in GSX
4. Open up the package, inside there is a white box that contains the device. Make note of the new devices serial number written on the box.

5. In GSX, under the “Parts” section, you need to enter the serial number for the new device in the “KGB Number” field.

6. Once you’ve put the serial number in, hit save in the top right corner.
7. Next, scroll over to the “Repair Summary” section and confirm the final price. This will be reflected in the “Total” line item.

8. Go back to the PCRT work order and build the cart. In this example, the customer got a whole unit replacement under Apple Care+ (AC+), because of that the cart shows their AC+ Incident fee, and the part that actually got replaced. The part that was added was a “Non Inventory Item”

9. Make a note saying “The part is in” or “The device is in” depending on the situation

From here there are two situations. One where we have the old device, and the other where the customer still has their device. Sometimes customers want to keep their device with them while they wait.

We have the device

10. The old device should be on the Waiting for Parts shelf, go and retrieve it
11. You can open the white box to get out the New device. At this time, if the old device has a sim card, swap them now

12. Swap the old device for the new device. The old device goes into the white box and then back into the cardboard box the new device was delivered in

13. From here you can mark the GSX repair as “Repair Marked Complete”
14. In PCRT the GSX repair integration should be shown as “Repair Marked Complete”. Once it does we can wrap up the repair

15. On the cardboard box there should be a Rip-and-Ship label, you can rip the top sheet off to show the return tracking label
16. In the notes of the PCRT repair make a note saying “The return tracking is:” where you will put the tracking number on the, now revealed, return tracking label

17. Mark any and all relevant actions at the bottom of the PCRT work order
18. Mark the work order as “Complete/Ready for Pickup” and print out the “Repair Report”
19. Move the new device onto the “Waiting for Pickup” bench and contact the customer to let them know it's ready

The customer has the device

10. In GSX, mark the repair as “Ready for Pickup”

11. Put the box, with the new device in it, on “Waiting for Parts”

12. Contact the customer to let them know their new device is in and ready to be swapped out

Once the customer brings in their device, just start the section “We have the device” in this article.

Parts Apple sends us

1. Look at the box and find the PCRT WO. It should be on the “PO” line
2. Pull up the WO in PCRT, the WO status should be set to “Waiting for Parts”
3. On the shipping label, write the PCRT PCID number so its easier for techs to identify which part goes to which device
4. Go get the customers device off of the Waiting for Parts bench
   1. If you see that the customer paid a deposit, then the customer most likely has the device in their possession. If the customer has the device then give them a call and leave the part on the Waiting for Parts bench
5. Once you have the part and the computer on hand, put both on the Waiting for Bench shelf

You can also give the parts directly to a tech if you know they are free at the moment, just make sure you are aware of what the other techs are working on before handing stuff out.

6. Change the PCRT WO status to “On the Bench” so a tech will see it and work on it

Apple Consignment parts

The easiest way to tell that a package is meant for consignment, is that when you look up the PCRT WO number on the package, the WO will be closed.

1. Open up GSX
2. Click on “Consignment”

3. On the left side, make sure ”Pending acknowledgement” is selected

4. Inside the “Pending Acknowledgement” section, you match the “Delivery” number with the number that matches on the package.
   1. Usually the number on the package is listed under the “Ref(DN)” section

5. Click on the Blue Delivery number in GSX to open up the consignment page
6. Open up the Consignment package at this point
7. There should be one, or more, white boxes with parts inside.
8. Under the “Enter Parts” section, put the quantity of each part received

9. Then hit the arrow point to the right
10. Once all of the parts are marked in the system, hit “Acknowledge”
11. Get the white labels and write each part name on a stick for each box

You can not write what each part is on the box. Apple will bill us for the part if they see that.

12. Move all the parts to the Apple Consignment space

Parts Third Party Vendors send us

1. When a third party part comes in, go ahead and open the box. Sometimes there is a slip of paper inside the box that tells you which WO the part is for
   1. If there is nothing on the box to identify which WO this part goes to, send a message to the purchasing manager with the tracking number and what part it is.

As an example send something like “Can you tell me what WO this tracking number goes to: _____ the part in the box is ___”

2. Once you have the WO, write the PCID on the shipping label of the box
3. Go get the customers device off of the Waiting for Parts bench
   2. If you see that the customer paid a deposit, then the customer most likely has the device in their possession. If the customer has the device then give them a call and leave the part on the Waiting for Parts bench
4. Put the part and the device on the Waiting for Bench shelf for a technician to work on

You can also give the parts directly to a tech if you know they are free at the moment, just make sure you are aware of what the other techs are working on before handing stuff out.