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.
You can create a claim for an active warranty registration if the warranty hasn't expired yet. On a Warranty Claim record, you can't select inactive registration records. Only valid claims can be submitted and processed.
When you're creating a warranty claim, you need to choose the action:
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Refund – Claim for an item that can't be replaced or repaired, so the customer gets a credit memo.
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Replacement – Claim for an item that can be returned and swapped for another one.
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Repair – Claim for an assembly item that can be sent back for repair.
The following diagram shows how each claim action is processed:
Claim processing starts when you create a return authorization, which you need when customers return a warranty item. When you get warranty items back, you can create an item receipt to track how many were returned.
Depending on the claim action, you can create any of the following transactions:
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Sales Order
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Work Order
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Credit Memo
When all transactions are done, you can ship the repaired or replacement item, or issue a credit memo for the refund. The claim processing flow can change depending on your warranty preferences. For more information, see Setting Warranty Preferences.
Before you start a claim, review the requirements and guidelines in the following topics: