Serial Number Service History

Customer service, RMA, and service staff use Serial Number Service History when a customer asks about a repair or a returned unit needs review. Search for the exact serial number in the entity where the item was recorded. The page brings together available purchase, sales, receipt, RMA, quote, shipment, service, work-order, and invoice events.

Before you start

• Access: You need Sales access.
• Where: Open Sales > Sales Orders > Serial Number Service History in the entity where the unit was recorded.

Review the history

1. Confirm the number on the physical unit or return paperwork. Enter it in Serial Number and select Search. The search ignores letter case but requires the complete number.
2. Confirm the Product shown above the results. If the same serial number is used by more than one product, the page displays a warning and a separate history for each product. Choose the product that matches the unit you are handling.
3. Read the events, oldest first, using Event and Details. Quantity, Location, and Customer / Supplier / User add context when that information was recorded.
4. Select a Reference link to open a related order, invoice, or work order. Some references, including service quotes, appear as text without a direct link.
5. Compare the relevant entries with the customer's question or return paperwork. Open the source record to confirm. Note the product, serial number, and reference that match the unit.

For a return or repair, hand the service team the matching product and serial number, the relevant reference, and any difference between the physical unit and its history. Keep the RMA and service records current as the team inspects, repairs, tests, and returns the unit. A search result is a view of recorded activity, not evidence that unrecorded physical work was completed.

If you don't see what you expect

• No serialized product was found: Recheck the complete number and selected entity. An expected serial number entered only on an RMA does not by itself create a history result. The number must be recorded on a serialized inventory item.
• The product exists but has no events: Ask the team that handled the unit to check the related order or service record.
• Several products appear: Match the physical unit and paperwork to the correct product before using an event for a customer decision.
• A reference is plain text: Some events have no direct link. Use its reference label to find the related order or quote.
• A reference opens Access denied: Invoices require Accounts Receivable or Invoice Entry access. Work orders require Project Costing access. Ask your administrator to check the appropriate permission.

For the complete return and repair process, see RMA Service, Repair, and Warranty Return.