A Warranty Claim occurs when a Customer requests complimentary repairs during the Warranty Period of the item/service you offer.

If you are vending items under warranty or have sold extended service contracts such as the Annual Maintenance Contract (AMC), your customer might reach out to report an issue or product breakdown and furnish the Serial Number of the item in question.

To access the Warranty Claim list, go to:

Home > Support > Warranty > Warranty Claim

1. Prerequisites

Before creating and using Warranty Claim, it is advised that you create the following first:

• Customer
• Serial Number
• Item

2. How to Create Warranty Claim

1. Go to the Warranty Claim list, click on New.
2. Select a Customer.
3. Select the Serial Number of the Item on which Warranty Claim is to be recorded. The system will then automatically fetch the Serial No’s details and indicate whether this is under warranty or AMC.
4. Enter a description of the Issue. User can upload and image and create a table.
5. Save.

2.1 Additional Options when Creating a Warranty Claim

Status: When initiating a Warranty Claim, the status is initially designated as “Open.” Users have the option to modify the status to:

• Work In Progress: Indicating that repairs or fixes are currently underway on the item.
• Closed: Denoting that the necessary repairs have been completed, and the Warranty Claim is now resolved.
• Cancelled: Reflecting that the Warranty Claim was deemed invalid, resulting in its closure.

Issue Date: During the creation of the Warranty Claim, the system automatically records the current date. This field is editable, allowing users to make adjustments as needed.

3 Features

3.1 Item and Warranty Details:

Once a Serial Number is selected, the following details about the Item will be fetched:

• Item Code
• Item Name
• Item Description

The details about Warranty/AMC will be fetched according to the Serial Number.

• Warranty / AMC Status: The available choices include “Under Warranty,” “Out of Warranty,” “Under AMC,” or “Out of AMC.” The status may transition to “Out of Warranty/AMC” if the item has been altered or if the warranty is voided, in accordance with your terms of service.
• Warranty Expiry Date
• AMC Expiry date

3.2 Resolution

• Resolution Date: Upon closure of the warranty or AMC, the current date and time will be automatically recorded in the Resolution Date field. This field remains editable.
• Resolved By: Specify the Email ID of the User responsible for resolving the Warranty Claim. The Email ID is associated with a User profile created within the system.
• Resolved Details: This field allows users to input information pertaining to the Warranty or AMC claim. Users can also upload images and create or enter data into tables as needed.

3.3 Customer Details

The following details of the Customer will be fetched:

• Customer Name
• Contact Person
• Territory
• Customer Group
• Customer Addresss

Service Address: User can enter the Service Address if it is different from Customer Address.

3.4 More Information

• Company: The system automatically selects the company from which the Warranty or AMC originated.
• Raised By: Users have the option to input the name of the individual who raised the Warranty or AMC, particularly if the customer represents an organization.
• From Company: Users can specify the name of the company responsible for initiating the warranty or AMC.

If addressing the issue requires a customer visit, users can generate a new Maintenance Visit record directly from this interface.

4. Related Topics

1. Issue
2. Maintenance Visit