Siebel Dealer Administration Guide > Managing Warranty Claims >

Scenario for Processing a Warranty Claim

This scenario provides an example of the workflow of a warranty claim, from the creation of the work order to submission and then payment. Your business processes might differ from the following scenario, depending on your business model.

During a typical day in an automotive dealership, customers contact dealers about issues they are experiencing with their vehicle. The service advisor determines whether the asset and if applicable, the failed parts are covered under warranty. After verifying the warranty entitlement, the service advisor creates a work order and provides the customer with the repair details, including information about the warranty agreement and the responsibility of the customer.

In some instances, a service advisor might want to obtain preauthorization. The service advisor creates a prewarranty authorization before conducting any repair work. After receiving the necessary preauthorizations, the service advisor discusses the extent of the work order with the customer. If the customer agrees to the terms, the service advisor assigns the work order to a technician. The technician performs the repair work, including the replacement of the parts under warranty and updates the work order to reflect the parts used and the labor required.

If applicable, the customer pays her portion of the repair and the vehicle is returned to her. The service advisor closes the work order and submits it to the manufacturer for reimbursement. The work order is validated against the validation processing rules and if all aspects of the work order comply with the processing rules, the work order is automatically approved. If the work order cannot be approved automatically, then it is routed to the claims manager for review and manual approval.

When a part fails and must be returned to the manufacturer, it is marked as defective. If the failed part is listed on a repair line in the warranty claim, then the part is listed as a returned part. The claims manager can create a return material authorization (RMA) to be sent to the manufacturer. Upon receipt of the failed part, the part is inspected and the parts inspector updates the RMA. After the RMA status is updated, payment to the dealership is then started.