Roadmap for Creating and Managing Warranty Claims

The life cycle of a warranty claim for an asset consists of the many life cycles and actions.

To create and manage warranty claims, perform the following tasks and processes:

1. Verifying Warranty Entitlement and Coverage.

2. Process of Creating a Prewarranty Authorization.

3. Process of Creating a Work Order.

4. Process of Creating a Warranty Claim.

5. Updating a Warranty Claim.

The following image shows the workflow for warranty claims. The vertical division represents the entities that are performing actions at different points in the cycle. These entities and their actions include the following:

• Supplier: Validate supplier claim, Make a payment.

• OEM: Define terms for warranties and set up base data, Validate warranty entitlement for the product issue, Validate and process claim, Create supplier claim, Create credit memo (servicing organization), Create debit memo (supplier).

• Channel partner or service organization: Sell products with warranty, Preview product issue, Provide service quote, Perform service on asset, Create warranty claim, Receive payment.

• Customer: Register asset for warranty, Customer calls with product issues, Accept service quote.

Arrows indicate the flow of information that triggers different actions. Some of the actions include the following:

• Verifying the coverage of the asset policy

• Creating and approving prewarranty authorizations

• Creating work orders

• Creating and approving claims

Workfow Description

The following indicates the workflow for managing warranty claims:

1. OEM. Define terms for warranties and set up base data.

2. Channel Partner or Service Organization.Sell Products with Warranty

3. Customer. Register asset for warranty.

4. Customer. Customer calls with product issues.

5. Channel Partner or Service Organization. Preview product issue.

6. OEM. Validate warranty entitlement for the product issue.

7. Channel Partner or Service Organization. Provide service quote.

8. Customer. Accept service quote.

9. Channel Partner or Service Organization. Perform service on asset.

10. Channel Partner or Service Organization. Create warranty claim.

11. OEM. Validate and process claim.

    • OEM. Create credit memo (servicing organization).

    • Channel Partner or Service Organization. Receive payment.

12. OEM. Validate and process claim.

    • OEM. Create supplier claim.

    • Supplier. Validate supplier claim.

    • Supplier. Make a payment.

    • OEM. Create debit memo (supplier).

Note: All Customer actions and all Channel Partner or Service Organization actions (bar Create warranty claim and Recieve payment) are external events.