> For the complete documentation index, see [llms.txt](https://docs.verifone.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.verifone.com/support-us/premier-portal/create-a-priority-exchange-or-repair-order/create-a-priority-exchange-request.md).

# Create a Priority Exchange Request

Request a replacement device before returning the current one, through the Premier Portal Priority Exchange (ERS) flow.

{% hint style="info" %}
**Use this when** a replacement device is needed before the current device is returned.
{% endhint %}

Use a Priority Exchange request when a replacement device is needed before the current device is returned.

## Before you begin

{% hint style="warning" %}
Have ready: the device serial number(s); Site ID, Merchant ID, Customer ID, ZIP code, or site address; a contact email address; a PO number or internal reference number (if applicable); and boarding information (if required).
{% endhint %}

## Create a Priority Exchange Request

{% stepper %}
{% step %}

### Access Priority Exchange

1. Log in to the **Premier Portal**.
2. Select **Manage** from the navigation menu.
3. Select **Priority Exchange (ERS)**.
   {% endstep %}

{% step %}

### Select the Site

1. In the **Ship To** field, enter a Site ID, Merchant ID, Customer ID, site address, or ZIP code.
2. Select the search icon or press **Enter**.
3. Select the correct site from the search results.
   {% endstep %}

{% step %}

### Create the Work Order

1. Enter a **Purchase Order (PO)** number or internal reference number, if applicable.
2. Enter the **Point of Contact Email Address**.
3. If the replacement device should ship to a different location, enter the **Alternate Shipping Address**.
4. Select **Confirm** to create the work order.

{% hint style="info" %}
The work order opens in Draft status. Record the Work Order Number in case you need to locate the request before submission.
{% endhint %}
{% endstep %}

{% step %}

### Add the Device

1. Select **Add Serialized Items**.
2. Enter the device serial number in the **Search Assets** field, and press **Enter**.
3. Select the correct device from the search results.
4. Select the appropriate **Problem Summary Code**.
5. Enter a brief description in the **Reported Problem Description** field.
6. Select **Next**.
   {% endstep %}

{% step %}

### Select the Software Configuration

1. Select the appropriate software configuration.
2. Select **Next**.
   {% endstep %}

{% step %}

### Enter Boarding Information

1. Enter the requested boarding information.
2. Review the information for accuracy.
3. Select **Next** to add the device to the work order.

{% hint style="info" %}
To add more devices, repeat **Add the Device** through **Enter Boarding Information** for each additional serial number.
{% endhint %}
{% endstep %}

{% step %}

### Review and Submit

1. Review the work order details and any displayed service charges.
2. Verify the shipping address.
3. Select **Submit Work Order**.
   {% endstep %}

{% step %}

### Save Your Confirmation

1. Record the Work Order Number displayed after submission.
2. Use this number to track the request or when contacting support.
   {% endstep %}
   {% endstepper %}

## Related topics

* [Create a Priority Exchange or Repair Order](/support-us/premier-portal/create-a-priority-exchange-or-repair-order.md)
* [Create a Repair Order](/support-us/premier-portal/create-a-priority-exchange-or-repair-order/create-a-repair-order.md)

<details>

<summary>Keywords</summary>

Also called: priority exchange, ERS, device replacement. Search terms: ship to, ship-to search, add serialized items, problem summary code.

</details>


---

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