Field Service Calls through a Distributors End User

Looking for a usable workflow to create a Service Repair Call for a product that was sold to a distributor and then resold to an end user. The end user will be returning the product for repair and the end user is not setup as a customer in E10.

Looking for suggestion or options to create the call against the end user or do we keep it against the distributor and then bill to and ship to the end user.

Depends on if your products are serial tracked or not and what type of records you want to maintain.

If you want to show that a Distributor had a return for reporting or KPIs, I would put the Distributor as the Sold To and add the end user as an alternate Bill To and Ship To on the distributor customer record.

If you don’t care about tracking the Distributor returns, do it all on the end user.