Samsung GSPN integration overview
What the Samsung GSPN integration does in Fixably: service orders, parts, warranty claims, status sync and every Samsung service type.
Written by Annukka Matilainen
Updated at November 2nd, 2026
Table of Contents
Overview
Samsung GSPN is the system Samsung uses for service orders, parts and warranty claims. Fixably connects directly to it, so Samsung Authorized Service Centers (ASCs) can run all their Samsung repairs in Fixably. As you work, Fixably keeps GSPN up to date, so you don't have to enter the same information twice in Samsung's portal.
The integration covers mobile devices, consumer electronics, and home appliances; every Samsung service type; and both consumer (B2C) and business (B2B) Samsung accounts.
Integration Features
This table lists what Fixably handles for you, from receiving a job to getting paid for it.
| Area | What Fixably does for you |
|---|---|
| Service orders | Creates a new GSPN service order from a Fixably order, or attaches an existing GSPN service order number. New jobs that Samsung creates for you are imported from the ack list as Fixably orders automatically. See Importing new Samsung jobs below. |
| Device and warranty | Fills in the device model, product details and warranty terms from Samsung. Shows whether a repair is in warranty, out of warranty or partly covered, and warns you when a device was made more than two years ago. |
| Status sync | Keeps the Samsung status and your Fixably order status in step. Fixably sets up which Samsung statuses match which Fixably statuses, and in which direction they sync. Ask your account manager to change them. |
| Parts ordering | Orders Samsung parts as Stock Keeping, Urgent or OFS purchase orders, straight from the parts on your repairs. Fixably checks availability with Samsung first and follows each order through to delivery, including parts that Samsung swaps for a substitute. |
| Stock reporting (OFS) | For accounts on Samsung's OFS (Order Fulfillment Service), reports goods received, parts used in repairs and your current stock levels to Samsung every day. |
| Labor and freight | Adds labor and freight lines to Samsung repairs automatically, priced by warranty status and travel distance. Flat rates are supported. |
| Warranty claims | Sends the warranty claim to Samsung when you close the repair. Shows any warranty errors (WER, Samsung's warranty error report) that need fixing first. You can raise a warranty appeal (WAR) or a Service Action Warranty (SAW) request from the repair. |
| Service types | Follows the rules of each Samsung service type, from carry-in and pick-up to in-home visits. See Service types below. |
| Escalations | Escalates a repair to a Samsung partner workshop, and lets you accept or reject the cost estimates they send back. |
| Notes and files | Sends notes marked for the repair, and files attached to the repair, to GSPN. Files added in GSPN appear in Fixably. |
| Part returns | Fetches the parts Samsung wants back, and lets you build, ship and confirm part collections from Fixably. |
| Part allocations | Matches parts you have in stock, or on the way, to the Samsung orders that are waiting for them. |
| DOA, credits and reimbursements | Marks dead-on-arrival (DOA) parts and removes them from the repair, tracks Samsung credit requests, and imports Samsung reimbursement files so you can see what Samsung owes you. |
| Data protection | Clears customer personal data from in-warranty Samsung repairs 100 days after they close. This is on by default. |
Importing new Samsung jobs
Samsung keeps an ack list (acknowledgement list) of new service orders it has assigned to your service center. This includes jobs booked through Samsung's own channels, such as Accidental Damage jobs. Fixably reads the ack list every 5 minutes and turns each new job into a Fixably order, so your team does not have to copy it over.
For each new job on the list, Fixably:
- creates a Fixably order, with the GSPN service order, the customer and the device,
- routes the order to a queue based on the device,
- adds Samsung's customer comments as visible notes, and other Samsung messages as internal notes,
- sets the order to high priority when Samsung marks the symptoms as urgent,
- acknowledges the job in GSPN, so Samsung sees that you have accepted it.
Fixably checks the ack list for consumer (B2C) jobs and business (B2B) jobs. On a business job, the company becomes the order's customer and the person at the company becomes the contact. A job that is already in Fixably is skipped, so the same job is never imported twice.
If Samsung does not accept the acknowledgement, Fixably tries again on the next runs. After 5 failed tries it stops and adds an internal note to the order, titled "Maximum failed acknowledge attempts reached". Acknowledge that job by hand.
Administrators control the ack list in System Settings > Integrations > IGSPN:
- Enable Ack List fetching switches the automatic import on or off. It is on by default.
- Fetch Ack Repairs and Fetch Ack B2B Repairs import new consumer or business jobs at once, without waiting for the next run.
Service types
Fixably supports all five Samsung service types. Each one follows its own rules in GSPN, and you choose which types your team can use.
| Service type | How the job works | What Fixably handles for you |
|---|---|---|
| Carry-in (CI) | The customer brings the device to your service center. | Creates or attaches the service order at check-in and records when the device was received. |
| Pick-up Service (PS) | The device is collected from the customer and shipped to you. | Records when the device arrived, and can require shipping dates before the repair is closed. The ship company and outbound shipping number can be sent at check-out. |
| In-home (IH) | Your engineer repairs the product at the customer's home. | Lists the jobs on the GSPN In Home Order appointment management page in the Orders menu. Booking and visiting an appointment update the engineer and dates in GSPN, and the visit and completion dates are kept in line. |
| Accidental Damage (AD) | Samsung creates the job, carried in or picked up. | Imports the job automatically. You cannot create one in Fixably, but you can switch it between carried in and picked up from the order. |
| Service Handling (SH) | Samsung-arranged handling, including logistics jobs. | Logistics jobs are always claimed from Samsung, whatever the warranty status. |
Everything else in this article, from parts ordering to warranty claims, works the same way for every service type.
How a Samsung repair moves through Fixably
Your team works in Fixably, and each step updates the GSPN service order without a second login. Status changes made in GSPN flow back into Fixably too.
IN FIXABLY IN SAMSUNG GSPN
1. Job arrives <----> Created, then Acknowledged
Create or attach a service Device model and warranty
order, or Samsung's job is details come back
imported for you
|
v
2. Engineer assigned <----> Engineer Assigned
Set the handler; in-home jobs Engineer code and appointment
also get a booked visit date are added
|
v
3. Parts ordered <----> Purchase order tracked
Stock Keeping, Urgent or OFS Availability checked first;
parts, received on arrival OFS stock reported daily
|
v
4. Repair in progress <----> Pending
Fit parts, add IRIS codes, Parts, notes and files are
notes, photos and documents added
|
v
5. Repair complete <----> Completed
Mark the repair complete Used parts reported with their
delivery order numbers
|
v
6. Device handed back <----> Goods Delivered
Hand back or ship the device, Warranty claim sent with it;
and close the repair warranty errors cleared first
IRIS codes are Samsung's codes for the condition, symptom, defect and repair on a job.
Each Samsung status is matched to a Fixably status, so a change on either side moves the order forward. Fixably sets up this matching with you. Steps that do not apply are skipped, for example parts ordering on a repair that needs no parts.
Related articles
- Getting started with Samsung GSPN: what you need, and how the integration is set up.
- Samsung GSPN FAQ: answers to common questions.