Processing with Recalls/Technical Campaigns 

Purpose

You use this process if you want to enter and process warranty claims with reference to a recall.

In a recall, products that have already been sold are recalled publicly to production so that a serious defects or technical errors in the object can be rectified. The costs of rectifying the defect are carried by the reimburser or claim processor, even if the warranty conditions are no longer fulfilled. We are therefore dealing here with a special form of warranty claim processing.

The same applies to a technical campaign, but without the products being recalls publicly. For all products that have to be maintained or repaired anyway, the technical error is eliminated at the same time without the end customer necessarily knowing.

There is no difference between processing with recalls and processing with technical campaigns in warranty claim processing. This documentation therefore just refers to recalls.

Prerequisites

·        For prerequisites, see: Processing With Postcrediting/Precrediting

·        You have created a special claim type for recalls (indicator: recall) in Customizing for Warranty Claim Processing under Define Warranty Claim Types.

Two special screen layouts for recall warranty claims are contained in the standard system: one with and one without a navigation tree.

Process Flow

...

       1.      The reimburser gives you an external recall number with the appropriate data, i.e.: the validity period of the campaign, the affected objects and the materials and labor values that are incurred in the course of the recall.

       2.      You enter this recall data in the system in the form of a warranty claim with the special claim type for recall claims (transaction WTYRCL).

       3.      You release the recall (action A400 Release Recall).

       4.      You check which of the affected objects have been sold to which customers/claimants and send them appropriate information.

       5.      Your customers provide you with a warranty claim including a dummy item that references this recall (material = dummy, reference type field = RC, reference number = external recall number).

       6.      The claim is automatically checked against the recall data. The system checks whether the object in the claim is contained in the recall and whether the reference date is within the recall validity period (action A095, Find Recalls for Object).

       7.      The dummy item is automatically replaced by the items in the recall (action A096, Use Recall). The prices from the recall are copied to the warranty claim. For the purposes of reporting, the system stores data specifying for which technical objects warranty claims have been entered with reference to recalls.

       8.      The warranty claim is automatically processed further.