Tekion Parts Workflows & Pricing (Sales Orders + RO Sales)

Source: Tekion "Jump Start" webinar, Parts Workflows & Pricing (Emily Shaw, CVA Fixed Ops). Full distillation at references/workflows-pricing-full.md.

NEVER-GUESS RULE: On parts-pricing troubleshooting, if you hit something not covered here, STOP and ask Joe — do not invent a plausible answer. He is deeply parts-knowledgeable and rejects wrong root-cause diagnoses instantly.

"This SO is hitting RETAIL SALES / wrong GL account" → load skill
tekion-parts-so-gl-account-routing. Short version: counter sales route through
GLAM → Fixed Operations → Part & Accessories → Parts-Counter, keyed on 6 dims
(Service Type · Source Code · Customer Tax Status · Sale Type · Sales Subtype ·
Department). At SCT the row All/All/Taxable/Wholesale/All/All → 4740 SLS PRT COUNTER **RTL**-TOY sends taxable WHOLESALE sales to the RETAIL account. Customer Tax Status
reads the customer master taxable flag, not whether tax was charged — a $0-tax
NO-TAX order still routes "taxable." Also note the SO list's default status filter
EXCLUDES CLOSED (closed SOs show "No rows found"), and old orderNos can collide with
2019 migrated ghosts (partCounterPersonName:"System").

SALES TAX $0 / "tax isn't calculating" on a Sales Order → load skill
tekion-parts-tax-not-calculating-diagnosis. Short version: Parts tax config lives at
GET /api/parts-settings/u/tax-setup (UI /parts/tax-code-setup), NOT under /api/tax-codes/u/*
and NOT the Service screen /service/settings/ro-settings/tax-code-settings. When Tekion migrates
a store to the new Parts Tax Code Setup it drops CUSTOM sale order types (ONLINE RETAIL etc.) from
saleTypeTaxSetup[] → those orders get taxConfiguration.taxCodeGrid: [] → $0 tax. The
/parts/tax-code-setup screen falsely renders "10% Tax" for the missing rows — verify via API only.

Apps & Navigation

• Sales Order app — nine-dots launcher → Sales Order (under Parts). The Parts Sales Order / counter sales screen. Path = /parts/sales-order. This is the Caliber RO-dollars source (no OpenAPI endpoint; browser scrape only).
• Parts RO Sales app — sell/quote parts against Repair Orders.
• Customer Management — set customer default sale type + default part pricing (price code).
• Settings → Part Settings — sale types, price codes, core handling, default pricing, price breaks/formulas, custom (matrix) pricing, lost sales, supersession.
• UI: filter funnel (save filter groups per counterperson; CLEAR to search by number), gear (columns, lockable, per-user), three-dots/kebab → Settings (per-user not global), action bar (per-line), bulk actions, blue bubbles = New Request count.

Sales Order / Counter Sale Workflow (key steps)

1. Sales Order app → Create → enter customer (Tekion keys to customer number, not VIN).
2. Expose advanced/header fields (drop arrow): Sale Type (Retail/Wholesale/Internal — configurable, routable to accounting), Price Code, VIN (informational), Department, Comments.
3. Special Orders blue banner = SORs tied to that customer; select & import, or view on-order.
4. Import options: Snap-on, XL Import (Excel template), SRs.
5. Add part (catalog all brands); watch supersession; error if part not added to inventory.
6. Cores: green = waiting on core to come back (not charged); red = core should be in hand → dirty-core inventory on finalize; zeroed in fill+sale = core charged out. Charge behavior set in Part Settings.
7. Quantity splits into fill (on-hand) + order (procure). Set Priority code.
8. Create Sales Order → SO number + status (partially filled / pending payment).
9. Action button (per line): Mark as prepaid, Sell to negative (reconcile on finalize), supersession. Bulk actions available.
10. Modify → Invoice → Create Purchase Order (OEM Special Order / Vendor Order), Picklist, Process Return, Transaction history.
11. Proceed to Cashiering: Cash / On Delivery(COD) / Other (split, GL account). Show/Print Receipt.

Core return (after closed): filter Sell Status = Closed (or search SO#) → select part → Create Return → action bar → Used Core Return → return invoice starts with CM (credit memo) → cashiering refund (Cash/Check/Credit Card).

⛔ You CANNOT reopen a closed Sales Order (verified via Tekion KB 2026-08-24)

There is no reopen and no void for a closed SO — and none at all once payment has posted.
KB sources: KB0024729 ("Reopen a closed Sales Order"), KB0022355 ("How to Reopen a sales Order"),
KB0025250 ("how to void a closed paid sales order"). All three say the same thing: not possible.

The ONLY corrective paths:

1. Create Return — Sales Order list → filter Sell Status = Closed (or clear filters and search the
   SO#) → open the SO → select the part line(s) → Create Return → cashiering issues the refund. The
   return document number is prefixed CM (credit memo).
2. Exchange — return the original part(s) via Create Return, then write a NEW SO with the correct parts.

If the goal is to fix accounting (not parts), don't chase the SO at all — correct it in Accounting with a
Reversing/Adjusting Journal Entry against the SO number as the control.
Do NOT tell Joe to reopen it — the option genuinely does not exist in Tekion.

Prepaid parts — CRITICAL: a prepaid part stays in inventory until you mark customer-received (Bulk Actions → Mark as Received). Audit with the Prepaid Report.

Parts on RO (Parts RO Sales) — the two tabs

• P&A (Price & Availability) = a quote to service; parts NOT yet sold. Validate exact part (counterperson's job), set qty, pricing, ETA → Submit (do NOT pull parts).
• Fulfillment = "bill it and pull it" — customer already approved; build/validate parts → Submit → auto-generates versioned pick list → Print/Pick. Orders tab → order shortfalls (OEM/Vendor) → creates an SOR.
• Counterperson column blank = New Request (lock it far-left). Orange circle = "part not found in inventory" → reconcile to green. Auto-resolved ≠ sold (still verify, e.g. blue-vs-yellow coolant).
• SOR status oval: Red = parts NOT ordered; Orange = some/all ordered; Green = all ordered AND all received.

Pricing System

Where pricing is set (lowest → highest priority):

1. Source Code (failsafe default — always set one or pricing errors/guesses).
2. Default Pricing Setup (Part Settings) — by sale type (SOs) + RO default part pricing.
3. Price Codes (e.g., "List minus 10%").
4. Price Breaks & Formulas (matrix building blocks).
5. Customize Price Setup (full matrix per source code).
6. Customer Management (customer-specific sale type + price code).
7. Manual Override (line) = "king of kings" — trumps everything.

Sales Order hierarchy (least → greatest): Source Code → Default sale-type → Customer-Defined Price → Parts Kit / Flat Pricing → Manual Override. Customer-defined used ~99% for wholesale; flat pricing usually tied to an op code or parts kit.

Service/RO hierarchy: the two green options (customer-defined / kit-flat) override everything; else cascade flat cost → source escalation → default → final.

Price Codes attributes: Min/Max, cent rounding, positive/negative adjustment or flat dollar, separate Printed price section (controls what customer sees vs charged).

Price Breaks & Formulas: each break starts at $0.01, set end amount; base options: Cost, List Price, Trade Price, Comp, Warranty; positive/negative; name + Save.

Customize Price Setup: tie a matrix to a source code (classic: tires). Default Pricing Setup: top = Sales Orders by sale type; bottom = RO defaults (Customer Pay / Warranty / Sales).

Customer Management: profile → Parts section → pencil → set Default Sale Type + Default Part Pricing → Save → refresh ("3× for good luck") → test with a real SO.

Statuses & Terminology

• SO: Partially filled, Pending payment, Closed. Sell Status filter surfaces closed orders.
• RO Sales: New Request (blank counterperson), In Progress, Submitted, Closed, Draft.
• P&A = Price & Availability; Fulfillment = bill it and pull it; SOR = Special Order Request; CM = Credit Memo prefix; P&I = Parts & Inventory detail.

Gotchas

1. Prepaid parts stay in inventory until marked customer-received — audit Prepaid Report.
2. Sell to negative requires reconciling negative inventory on finalize.
3. Cores: green = you still owe/await; red = should be in dirty-core inventory.
4. Auto-resolved ≠ sold — always verify the part.
5. Orange "part not found" must become green.
6. Don't open a submitted RO via "Create Fulfillment" just to look — leaves it stuck Submitted/In Progress.
7. Filters must be cleared to search by SO/RO number.
8. Gear/three-dots/column settings are per-user, not global.
9. In-and-out (sublet): start from a part line, not by picking Miscellaneous.
10. Manual override beats every pricing rule.
11. No price code in Source Code → pricing guesses/errors.
12. Supersession behavior depends on settings.
13. Core returns = CM credit-memo numbers; large cores may refund by check/CC.
14. After config changes, refresh + test.

Related skills

• tekion-parts-ordering-receiving — POs, SOR, receiving
• tekion-parts-autoorder-diagnosis — replenishment/shortage diagnosis
• tekion-opcode-default-pricing — opcode labor + parts pricing
• tekion-sitemap — master nav map