Warranty Claims
You can create a claim for an active warranty registration, if the warranty has not yet expired. On a Warranty Claim record, you cannot select inactive registration records. Only valid claims can be entered and processed.
When creating a warranty claim, you have to determine the action:
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Refund – Claim for an item that cannot be replaced or repaired, so the customer is issued a credit memo.
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Replacement – Claim for an item that can be returned and replaced with another one.
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Repair – Claim for an assembly item that can be returned for repair.
The following diagram shows the processing flow specific to each claim action:
Claim processing is initiated when you create a return authorization, which is needed when customers return the warranty item. When you receive warranty items, you can create an item receipt to track the quantity of returned items. Based on the claim action, you can proceed to creating the appropriate transaction: sales order, work order, or credit memo. When all transactions have been processed, you can ship the repaired or replacement item, or issue a credit memo for the claim refund. The flow of claim processing can be altered depending on your warranty preferences. For more information, see Setting Warranty Preferences.
Before entering or processing a claim, you can review the requirements and guidelines in the following topics: