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Process documentationWarranty Claim Processing in CRM Locate this document in the navigation structure

 

You can use this business process to manage warranty claims. You can create warranty claims manually or automatically, based on a service order or service confirmation. You can also create warranty claims for one or more items per claim.

A warranty claim can be sent automatically to the various vendors (manufacturers, suppliers, and so on) and you can then process them further once they have been checked and returned by the vendors. In other words, you can send any decisions that you do not accept or any corrected warranty claims back to the vendors immediately. When warranty processing is complete, the system generates an overview of total costs and revenues.

Process

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The following business process runs in SAP CRM:

  1. Create warranty claim

    You trigger automatic creation of a warranty claim by running a warranty check in a service order or service confirmation. This check is run using an action. If the system finds warranty-relevant items, a warranty claim is created automatically.

    Alternatively, you can create a warranty claim manually, either with or without reference to a reference transaction, such as a service order.

  2. Maintain or verify items copied from ref. transaction

    If the warranty claim was generated automatically, verify that the items that were selected automatically are correct.

    If the warranty claim was created manually, either enter the items directly or select them from the reference transaction.

  3. Verify and update items

    In the warranty claim item, you check and maintain the information that was copied from the reference transaction, such as time data, codes, counter readings, and quantities.

    The system uses the reference object in the warranty claim to automatically determine the warranty that is relevant for the warranty claim.

  4. Update communication status

    You use the communication status to record whether the warranty claim has already been sent to the vendor for processing, or whether you have already received an answer from the vendor (Returned by Vendor).

  5. Update acceptance status

    The vendor checks the warranty claim, edits the status of each item as well as other item details such as quantities, values, or texts, and sends the revised document back to you, the claimant. If the warranty process is not carried out in a format that is supported by the system (such as via e-mail, fax, or telephone), you must make the vendor's changes yourself.

    You use the acceptance status to record the vendor's response, such as Accepted by Vendor.

  6. Create debit memo subitems

    As soon as there is an agreement between the vendor and your company about the reimbursement, you use an action to automatically generate a debit memo subitem for the warranty claim item.

  7. Complete and save warranty claim

    You set the status of the warranty claim to Completed and save your changes. You also monitor the status of other existing warranty claims.