This following describes the standard process for warranty claim processing.
in postcrediting cases, i.e.: cases in which the claimant is not provided with a credit memo until an answer has been received from the reimburser.
in precrediting cases, i.e.: cases in which the claimant is provided with a credit memo immediately and the claim is then sent to the reimburser later.
You are familiar with the structure and concepts of the warranty claim .
You have created the necessary master data .
You have checked the control data for warranty processing in Customizing and adjusted the settings to suit your business processes.
The claimant creates a warranty claim with individual items (material, labor value, external services, lists) and measurement data (number of kilometers or operating hours) in his/her own system, for example as an XML document, and sends it as an IDoc via EDI to the processor of the claim. Alternatively, he/she creates the claim in the Dealer Portal or Warranty Web Interface directly in the claim processor’s system.
A warranty claim is created automatically from the IDoc in the processor’s system ( Version 1: version fromclaimant). This takes place either manually or via a batch program with appropriate mapping that is processed periodically, for example once a day.
Flexible checks run automatically in the processor’s system to check, for example, whether the claimant is authorized to create warranty claims, all the necessary data is complete etc. This all takes place via
action control
in combination with
VSR checks
. Furthermore, the system then decides, on the basis of the measurement data, whether the claim is accepted, automatically corrected, transferred to manual processing or rejected (
Warranty Check
). If the prices for the claim items are not given by the claimant, they are automatically determined using
pricing
functions. The entire automatic processing is executed via program
RWTY0001 of the
mass processing function
in connection with
action control
If the claim is rejected, it is automatically returned to the claimant for follow-up processing using message determination . The claimant can then resubmit the claim in a new version. If the claim is accepted, message determination functions are used to automatically forward a new version of the claim to the reimburser via IDoc/EDI (version 2: version to reimburser).
The claim, having been processed by the reimburser, returns to the claim processor (version 3: version from reimburser).
The claim processor checks this claim. All this again takes place using action control functions in combination with the VSR checks A decision is then made whether the version is accepted by the reimburser or transferred to manual processing.
After manual processing, the claim processor can send a new version for processing to the reimburser (resubmission). Accepted versions are automatically returned to the claimant using message determination (version 4: version to claimant).
The accounting documents are posted: credit memo to claimant, debit memo to reimburser etc..
The values are updated in FI and CO on the basis of revenue account determination and CO account determination .
The claim is completed either automatically via an action or manually by choosing the appropriate function .
You can open the claim again by choosing
Warranty Claim
→
Process Again
.
Warranty Claim Processing: Standard Process
The sequence of the versions is as follows for precrediting:
Version 1: version from claimant
Version 2: version to claimant
Version 3: version to reimburser
Version 4: version from reimburser
The rest of the processing steps correspond to those for postcrediting.
Processing is complete. In the best case scenario, i.e.:
if automatic processing has been programmed and correctly defined in Customizing
and
if no errors occur during processing that would otherwise make manual processing necessary
processing runs completely automatically in the background.
The person responsible can display a work list of warranty claims by using the transaction WTYOQ. You can select according to processing status. You can, for example, choose to display only the warranty claims for which errors occurred during processing, i.e. ones that have not yet been completed. You can call and process the warranty claims separately from the work list.
You can archive completed warranty claims by using transaction WTY_SARA.