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AppleCare Replacement Workflow

This guide explains how to track Apple device repairs and handle warranty replacements when using the Apple School Manager integration in Manage1to1. The system can automatically detect when Apple ships a replacement device and notify your team.

Overview​

When a student's Apple device needs warranty service, your district typically ships it to Apple for repair or replacement. Tracking these devices can be challenging - especially knowing when Apple has shipped a replacement and which original device it corresponds to.

The Apple School Manager integration solves this by:

  1. Tracking devices sent for AppleCare repair via Incidents
  2. Automatically detecting replacement devices in your Apple School Manager account
  3. Matching replacements to the original incident
  4. Notifying administrators when a replacement arrives
  5. Maintaining a complete audit trail

Prerequisites​

Before using this workflow, ensure:

  • Apple School Manager integration is configured and active
  • Process AppleCare Replacements is enabled in the integration settings
  • The incident statuses Sent for AppleCare Repair and AppleCare Replacement Received exist (created automatically when the integration is activated)

Step 1: Create an Incident for the Damaged Device​

When a device needs to be sent to Apple for warranty service:

  1. Navigate to the device profile in Manage1to1
  2. Create a new Incident for the device
  3. Document the issue in the incident description
  4. Assign the incident to the appropriate technician
Document Everything

Include relevant details in the incident such as the reported problem, any troubleshooting attempted, and the device's current condition. This information is valuable for tracking repair patterns and AppleCare utilization.

Step 2: Ship the Device and Update the Incident Status​

When you ship the device to Apple:

  1. Open the incident you created
  2. Change the incident status to Sent for AppleCare Repair
  3. Optionally add a note with the shipping date or Apple case number

This status tells Manage1to1 to watch for a replacement device associated with this incident.

Critical Step

The incident must be set to "Sent for AppleCare Repair" status before the replacement device arrives in Apple School Manager. Manage1to1 uses this status to identify which devices are pending replacement.

Step 3: Wait for Apple to Process the Repair​

Apple will either repair the original device or send a replacement. Replacement devices typically arrive in Apple School Manager before the physical device ships.

During the next Apple School Manager sync, Manage1to1 will:

  1. Check for new devices in your Apple School Manager account
  2. Look for devices with replacement order numbers (orders starting with "R")
  3. Attempt to match replacement devices to open incidents marked "Sent for AppleCare Repair"

Step 4: Automatic Replacement Detection​

When Manage1to1 detects a replacement device that matches an incident:

The following happens automatically:

  • The original device's status changes to Replaced by AppleCare
  • The incident status changes to AppleCare Replacement Received
  • An email notification is sent to administrators with details about:
    • The original device and incident
    • The replacement device serial number
    • The Apple order number

What you need to do:

  • Add the replacement device to your Manage1to1 inventory
  • Configure the replacement device as needed
  • Check out the replacement to the original user (if applicable)
  • Physically receive and prepare the replacement device
Replacement Not Auto-Imported

The replacement device is detected but not automatically added to your inventory. This gives you control over when and how the replacement enters your device management workflow.

Step 5: Complete the Process​

After receiving the physical replacement device:

  1. Add the replacement to inventory - Create a new device record in Manage1to1 using the replacement serial number
  2. Configure the device - Apply your standard enrollment and configuration processes
  3. Assign or check out - Assign the replacement to the appropriate user or cart
  4. Close the incident - Add final notes and close the incident with an appropriate resolution

Viewing Replacement History​

To review past AppleCare replacements:

  1. Navigate to Reports > View Reports
  2. Find the MDM Reports section
  3. Run the AppleCare Replacement History report

This report shows all devices that have been replaced through AppleCare, including:

  • Original device serial number and details
  • Replacement device serial number
  • Date of replacement
  • Associated incident information

Understanding the Incident Statuses​

The Apple School Manager integration creates two special incident statuses:

StatusPurposeCan Be Manually Set?
Sent for AppleCare RepairIndicates device was shipped to Apple for warranty serviceYes - set this when shipping
AppleCare Replacement ReceivedIndicates Apple shipped a replacement that was detectedNo - set automatically only

The device status Replaced by AppleCare is also reserved for automatic assignment when a replacement is processed.

Protected Statuses

The "AppleCare Replacement Received" incident status and "Replaced by AppleCare" device status are protected and cannot be manually assigned. This ensures the audit trail accurately reflects when the system detected a replacement through Apple School Manager, not manual data entry.

Troubleshooting​

Replacement not automatically detected​

  1. Check the incident status - Was the incident set to "Sent for AppleCare Repair" before the replacement arrived in Apple School Manager?
  2. Verify integration settings - Is "Process AppleCare Replacements" enabled?
  3. Check Apple School Manager - Has the replacement device appeared in your Apple School Manager account?
  4. Wait for sync - Allow time for the next Apple School Manager sync to run

Multiple incidents for the same device​

If multiple incidents exist for a device with "Sent for AppleCare Repair" status, Manage1to1 will match to the most recent incident. Best practice is to have only one open repair incident per device.

Replacement detected but wrong incident matched​

If a replacement matches the wrong incident, you can:

  1. Manually correct the original device and incident statuses
  2. Add notes explaining the correct association
  3. Report the issue to your administrator

No notification received​

  1. Verify administrator email notifications are enabled for device events
  2. Check spam/junk folders
  3. Confirm the replacement was successfully processed (check the incident status)

Best Practices​

Create incidents before shipping Always create the incident and set the status to "Sent for AppleCare Repair" before sending the device. This ensures the system is watching for the replacement.

Use consistent workflows Train all technicians to follow the same process for AppleCare repairs. Consistency improves tracking accuracy.

Document Apple case numbers When Apple provides a case or repair number, add it to the incident notes. This helps with any follow-up questions.

Review the replacement report monthly Periodically review the AppleCare Replacement History report to understand your warranty utilization and identify any devices with multiple replacements.

Process replacements promptly When you receive a replacement notification, add the device to inventory and configure it before the physical device arrives. This speeds up the turnaround for getting devices back to users.

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