Swap Ticket — How It Works

Every swap gets a ticket, every machine gets a tag — no unit moves without paper

A swap is when a customer's appliance gets exchanged for another unit. The swap ticket records both machines — the one going out and the one coming back — so neither disappears in the shuffle. Filing the ticket creates the record, alerts the office, and produces two printed tags.

🏭 Warehouse Swap

Replacement comes from the warehouse and rides the truck to the customer. Standard case — file the ticket, it starts as Approved – Swap Requested.

🏬 Walk-in Swap

Customer walks into a store wanting an exchange on the spot. CALL FOR APPROVAL FIRST — the ticket files as Pending Approval and is not valid until approved.

📱 1. File the Ticket

Salesperson (or whoever's entering it)

Sales Portal → Swap Ticket. Two name fields: Salesperson = whose customer this is (their email auto-fills); Entered by = who's physically filling the form.
Enter the customer, both serial numbers — outgoing replacement and returning unit — typed, or 📷 scanned off the barcode.
Delivery address is required — street, unit, city, ZIP. It prints on the outbound tag so the driver knows exactly where the machine goes. (Walk-ins where the customer hauls it themselves may leave it blank.)
Say where the replacement is coming from and where the old unit must return to.
Photo if useful, reason for the swap, original invoice # for walk-ins.

🖨 2. Print the Tags

Salesperson

Submitting shows the Print Swap Tags button immediately — two tags on one sheet, cut in half.
Outbound tag rides WITH the replacement machine: who it's going to, and which unit it replaces.
Return tag goes ON the old machine at pickup: giant RETURN TO: [location] banner so it never drifts into general inventory.
Phone can't print? 📧 Check your email — every ticket sends the salesperson a "Print your swap tags" link. Open it on the store computer, hit Print. Same tags, any device.

📨 3. Inventory Pull

Cheyenne (office)

Filing the ticket automatically emails Cheyenne an INVENTORY PULL notice with everything on it: the outbound unit's ID, where it came from, salesperson, customer name/phone/address, invoice #, swap type, and the returning unit's ID.
Cheyenne removes the outbound unit in Lightspeed POS and logs it as "removed due to swap" — so inventory counts stay true the same day the machine leaves.
No email arrived but a swap happened? The submitter's screen warns them when the alert fails — they're responsible for telling Cheyenne directly. When in doubt, ask the salesperson for the ticket number.

🚚 4. The Swap Happens

Delivery / Warehouse

Replacement delivers to the customer with its tag; old unit comes back with the return tag stuck on it.
The tag tells the driver exactly where the old unit goes — the selling store or the warehouse. Not a judgment call.
Office (Steve + Nikki + Cheyenne) already got the alert email with the ticket details when it was filed.

✅ 5. Check It In

Salesperson

When the returned unit physically arrives at its destination, the salesperson checks it in on the Swaps board (Airtable) — that closes the loop.
A ticket that never gets checked in = a machine unaccounted for. The board shows every open swap at a glance.
If the swap came from a DOA, note the DOA ref on the card so the two records link up.

The Ground Rules

Walk-in swaps require a phone call for approval BEFORE promising the customer. The ticket alone is not an approval.
Both serials, always. A swap ticket with one serial is half a record — that's how machines vanish.
The return tag goes ON the machine at the customer's home, not in the truck cab.
Every outbound unit comes out of Lightspeed the same day — Cheyenne logs it "removed due to swap" off the alert email. If the count is off, the swap board and Lightspeed get reconciled first.
Check-in is part of the job. The swap isn't done when the customer's happy — it's done when the old unit is checked in on the board.