Warranty claim
What it's for
A warranty claim record is one claim from draft to credit: what failed, what you are claiming, what the manufacturer decided, what came back as a return, and what you were actually credited. It is built so a claim cannot quietly stall.
Reach it by opening any row on Service & Assets → Warranty. The route is
/warranty/<claim>.
Tabs
The record has no tabs. Claim items are the body; the manufacturer record, evidence, and activity sit alongside.
Panels and controls
Fact strip
Equipment, Claimed, Due, Assignee, and Recovery.
Claim items
Item, Type, Claimed, Approved, Denied, Credited, Discrepancy, and Status. Discrepancy is the column to work: it is the gap between what you claimed and what you were credited, and it is where warranty recovery is won or lost. Add item adds a line with a Type, a Description, a Qty, and an Amount.
Decisions
Record decision captures the manufacturer's answer per item, with optional Decision notes — "Optional — why this outcome". Record override is for going against the coverage decision, and it requires a reason: "Why override the coverage decision?"
The manufacturer record
Case / reference # ("e.g. CAR-99213"), RMA #, Channel, and a Status note ("e.g. Awaiting RMA"). This is what a manufacturer will ask you for on the phone, so keeping it current is what makes the phone call short.
Returns and replacements
Initiate return starts a physical return, Raise PO orders the replacement, and receipt of it is recorded when it arrives. Record credit captures what the manufacturer actually credited, with a Ref # and the Credited amount.
Evidence and activity
Evidence type attachments back the claim. Redact removes sensitive content from an attachment and requires a Redaction reason. Add note keeps a timeline. No evidence yet and No activity yet are the empty states.
Assignment
Assignee and Due date put a person and a date on the claim, which is the simplest thing that stops claims ageing.
What it accepts
| Field | Format | Required | Rule |
|---|---|---|---|
| Type | Pick a type | Yes, per item | "Invalid item type." |
| Description | Free text | Yes, per item | "A description is required." |
| Qty | A number | Yes, per item | |
| Amount | Dollars | Yes, per item | "A valid amount is required." |
| Decision notes | Free text — optional | No | |
| Assignee | Pick a person | No | |
| Due date | A date | No | |
| Case / reference # | Free text | No | |
| RMA # | Free text | No | |
| Channel | Pick a channel | No | How the claim was submitted |
| Status note | Free text | No | |
| Timeline note | Free text | Yes, to add a note | "A note is required." |
| Override reason | Free text | Yes, to override eligibility | "A reason is required to override eligibility." |
| Redaction reason | Free text | Yes, to redact | "Attachment and redaction reason are required." |
| Unit cost | Dollars | Yes, on a replacement purchase | |
| Credited | Dollars | Yes, to record a credit | |
| Ref # | Free text | No |
How to configure it
- Warranty settings decide the rollout controls and whether secure attachments are available. They stay unavailable until private storage and an approved scanner are configured — the screen says so rather than degrading quietly.
- The policy behind the claim decides the coverage percentages, the deductible, the approval threshold, and what evidence is required.
- Job costing settings decide how a credit lands back against the job.
Who can see it
This screen sits behind the Warranty area.
Owners, office managers and dispatchers can open and work a claim. Technicians cannot. Redacting evidence is owners and office staff only, and changing the warranty rollout controls is owners only — both checked on the server, not merely hidden.
The full role matrix is on Roles & permissions.