Cancelling or closing the open service request so we can submit RMA in the MPC portal

Hello Team,

We have received this DOA return from the customer and want to submit a claim in the MS portal, but it is not possible,

We receive the following message: “Serial number has an open service request.”; but we have not previously submitted any DOA claim for this serial number,

Could you please help by cancelling or closing the open service request so that we can submit the RMA in the MPC portal?

SAP: 10386883

PN: T0Q-00020

SN: 0F338D725323HH

Failure description: Touchpad has error code 10 and says power failure in device manager

Thank you for your support,

Moved from Surface | Surface Laptop | Power and battery