Creating Warranty Claims

This chapter describes how to create warranty claims in TRASER DMS 365. It is divided into the following sections:

• Warranty Claim Data
• Creating Warranty Claims Based on Service Orders
• Creating Warranty Claims for Sub-Dealers
• Adding Media Files to a Warranty Claim
  • Deleting Media Files from a Warranty Claim
• Creating an Invoice from a Warranty Claim
• Creating a Credit Memo from a Warranty Claim
• Archiving Warranty Claims
• Deleting Warranty Claims
• Exporting Items from Warranty Claim Lines into Shopping Baskets
• Importing Items from Warranty Claim Lines into Shopping Baskets

Warranty Claim Data

Warranty claims consist of the following FastTabs and FactBoxes:

FastTab

FactBoxes

Creating Warranty Claims Based on Service Orders

This method of warranty claim creation is recommended, as most required information can be taken from the service order and service worksheet. In addition, it simplifies reporting and accounting processes.

Important!

Before creating a warranty claim, make sure that the following conditions are met:

• Regarding the service item manufacturer, a vendor is set up in the Manufacturers table which has the Warranty Vendor checkbox selected.
• Regarding the service order, a service order type is selected which has the Warranty checkbox selected. The only exception are special allowance warranty cases.
• All required service work has been finished, as an already created warranty claim will not be updated automatically when information is updated in the corresponding service order.

To create a warranty claim based on a service order, please proceed as follows:

• Use the quick search (ALT+Q) to find the Service Orders page.
• Open the service order from which you want to create a warranty claim, or click on New in the menu bar to create a new service order.
  Information on creating a service order can be found here.
• Click on Line > Create Warranty Claim in the Lines FastTab to create a warranty claim from this service order.
• Confirm the dialog window with Yes to open the warranty claim. From now on, you can open the warranty claim from the service order at any time by clicking on Line > Open Warranty Claim in the Lines FastTab.
• Fill in the fields in the General FastTab according to the following table:

• Navigate to the Claim Statistics FastTab. It shows the specific amounts handled in the warranty claim and is used for information purpose.
• Optional: Adjust the value in the Deductible Amount (excl. VAT) field as needed.
• Navigate to the Warranty Claim Lines FastTab.
• Click on Create Claim Lines in the menu bar to copy the service lines from the FastTabs below (including Unit Price and Line Amount).
  • If only one of the Service Lines and Posted Service Lines FastTabs contains lines, the lines from this FastTab are copied.
  • If both of the Service Lines and Posted Service Lines FastTabs contains lines, only the lines from the Service Lines FastTab are copied.

• Make all necessary adjustments (edit, delete, add) to the lines. Please consider that all lines available in this FastTab are part of the final warranty claim including all printouts, and that adjustments do not affect service lines, only warranty lines.
• Optional: Edit the Dealer Contribution, Manufacturer Contribution, and/or Customer Contribution values for analysis purposes.
• Once all fields are filled in and the warranty claim is ready for settlement, click on Release in the menu bar of the warranty claim card to release the warranty claim.

You have successfully created and released a warranty claim. The warranty claim is now available in the Service History of the service item, as long as it is linked to the warranty claim. The service history can be opened by clicking on Home > Show Service History in the menu bar of the Service Item Card page. To make changes to a released warranty claim, click on Reopen in the menu bar of the warranty claim card.

Creating Warranty Claims for Sub-Dealers

You can create warranty claims without a corresponding service order, e.g. if warranty claims must be created for sub-dealers. This is necessary if the sub-dealer performed service work, but the main dealer must create and issue the warranty claim, as only the main dealer is authorized by the manufacturer to submit warranty claims.

To create a warranty claim for a sub-dealer, please proceed as follows:

• Use the quick search (ALT+Q) to find the Warranty Claims page.
• Click on New in the menu bar to create a new warranty claim.
• Fill in the fields in the General FastTab according to the following table:

• Navigate to the Warranty Claim Lines FastTab.
• Enter the lines required for the warranty claim by clicking into an empty line or by clicking on New Line in the menu bar of the FastTab.
• Make all necessary adjustments (edit, delete, add) to the lines. Please consider that all lines available in this FastTab are part of the final warranty claim including all printouts.
• Optional Edit the Dealer Contribution, Manufacturer Contribution, and/or Customer Contribution values for analysis purposes.
• Enter the required descriptions into the Fault and Resolution FactBoxes.
• Once all fields are filled in and the warranty claim is ready for settlement, click on Release in the menu bar of the warranty claim card to release the warranty claim.

You have successfully created and released a warranty claim for a sub-dealer. To make changes to a released warranty claim, click on Reopen in the menu bar of the warranty claim card.

Adding Media Files to a Warranty Claim

You can store media files in a warranty claim. This is useful to e.g. send damage reports or pictures alongside the warranty claim to the manufacturer.

To add media files to a warranty claim, please proceed as follows:

• Use the quick search (ALT+Q) to find the Warranty Claims page.
• Open the desired warranty claim or click on New in the menu bar to create a new warranty claim.
• Navigate to the Media Files FastTab.
• Click on Upload file in the menu bar.
• Upload the desired file using drag & drop or via the explorer.
• Your changes are saved automatically and the file is added to the Media Files FastTab.

You have successfully added a media file to a warranty claim. In order to view stored files, click into the desired line in the Media Files FastTab, then click on Download in the menu bar of the FastTab.

Deleting Media Files from a Warranty Claim

You can delete media files that have been added to a warranty claim, e.g. because they are irrelevant for the claim.

To delete a media file from a warranty claim, please proceed as follows:

• Use the quick search (ALT+Q) to find the Warranty Claims page.
• Open the desired warranty claim or click on New in the menu bar to create a new warranty claim.
• Navigate to the Media Files FastTab.
• Click into the line of the media file you want to delete, then click on Delete Line in the menu bar of the FastTab.
• Click OK to confirm the dialog.

You have successfully deleted a media file from a warranty claim.

Creating an Invoice from a Warranty Claim

You can also create an invoice from a warranty claim. To do so, the warranty claim must be released. To create an invoice from a warranty claim, please proceed as follows:

• Use the quick search (ALT+Q) to find the Warranty Claims page.
• Open the warranty claim from which you want to create an invoice.
• Click on Create Invoice in the menu bar.
  • If the warranty claim is based on the service order of a customer, click on Create Customer Invoice to create a service invoice.
  • If the warranty claim was created for a sub-dealer, click on Create Vendor Invoice to create an invoice for the manufacturer. (Only required for self-billing purposes.)
• Continue in accordance with internal processes to finish the invoice creation.

Note

If the Use Resources in Documents checkbox has been selected during Warranty Setup, available lines from the Service Lines or Warranty Claim Lines FastTab (if no Service Lines exist) will be automatically copied into the Lines FastTab of the document:

• Lines with Resources for Labour are accumulated to a single Labour line.
• Lines with Resources for Parts are inserted individually as resource lines.
• Lines with Resources for Misc. are accumulated to a single Miscellaneous line.

You have successfully created an invoice from a warranty claim. You can now view created invoiced by clicking on Show Linked Documents in the menu bar of the warranty claim, then selecting the corresponding document.

Creating a Credit Memo from a Warranty Claim

You can also create a credit memo from a warranty claim. To do so, the warranty claim must be released. To create a credit memo from a warranty claim, please proceed as follows:

• Use the quick search (ALT+Q) to find the Warranty Claims page.
• Open the warranty claim from which you want to create a credit memo.
• Click on Create Credit Memo > Create Customer Credit Memo in the menu bar.
• Continue in accordance with your internal processes to finish the invoice creation.

Note

If the Use Resources in Documents checkbox has been selected during Warranty Claim Type setup, available lines from the Service Lines or Warranty Claim Lines FastTab (if no Service Lines exist) will be automatically copied into the Lines FastTab of the document:

• Lines with Resources for Labour are accumulated to a single Labour line.
• Lines with Resources for Parts are inserted individually as resource lines.
• Lines with Resources for Misc. are accumulated to a single Miscellaneous line.

You have successfully created a credit memo from a warranty claim. You can now view created credit memos by clicking on Show Linked Documents in the menu bar of the warranty claim, then selecting the corresponding document.

Archiving Warranty Claims

You can archive completed warranty claims. In doing so, they will be transferred from the Warranty Claims page to the Archived Warranty Claims List. To archive a warranty claim, please proceed as follows:

• Use the quick search (ALT+Q) to find the Warranty Claims page.
• Open the warranty claim you want to archive.

• Click on Archive > Archive Warranty Claim in the menu bar of the warranty claim card.

You have successfully archived a warranty claim and can access it from the Archived Warranty Claims List page from now on. Archived warranty claims can no longer be edited, this includes stored media files. To make changes to an archived warranty claim, click on Reopen in the menu bar of the warranty claim card.

Deleting Warranty Claims

You can delete warranty claims, e.g. If they are no longer needed. To delete a warranty claim, please proceed as follows:

• Use the quick search (ALT+Q) to find the Warranty Claims page.
• Open the warranty claim you want to delete.
• Click on the garbage can icon at the top of the screen.
• Click OK to confirm.

You have successfully deleted a warranty claim.

Exporting Items from Warranty Claim Lines into Shopping Baskets

Users can export an item shopping basket from warranty claim lines using CSV or TXT files to be imported into a manufacturer portal. Please proceed as follows to export items from warranty claim lines into a shopping basket:

• Define a shopping basket setup as per the instructions in the Shopping Baskets section.
• Use the quick search (ALT+Q) to find the Warranty Claims page.
• Open the warranty claim from which you want to export the shopping basket as a CSV or TXT file.
• Click on Actions > Shopping Basket > Export Shopping Basket in the menu bar.
• The Shopping Basket Setup page is displayed.
• Select the shopping basket setup defined for the CSV or TXT file to export and confirm your selection with OK.
• The exported file is downloaded. It can now be sent to and imported in a manufacturer portal.

You have successfully exported item lines from a warranty claim into a shopping basket.

Importing Items from Warranty Claim Lines into Shopping Baskets

Users can import an item shopping basket from a manufacturer portal into warranty claim lines using CSV or TXT files. Please proceed as follows to import items from shopping baskets into warranty claim lines:

• Define a shopping basket setup as per the instructions in the Shopping Baskets section.
• Use the quick search (ALT+Q) to find the Warranty Claims page.
• Open the warranty claim into which you want to import the shopping basket as a CSV or TXT file.
• Click on Actions > Shopping Basket > Import Shopping Basket in the menu bar.
• The Shopping Basket Setup page is displayed.
• Select the shopping basket setup defined for the CSV or TXT file to import and confirm your selection with OK.
• Select and upload the file via the Select File window.
• After import, the lines from the CSV file are added to the Warranty Claim Lines FastTab.

You have successfully imported item lines from a shopping basket into a warranty claim.