Working with Warranty Claims as a Service Company
When operating as the service company that owns a warranty, you will use warranty claims
to reimburse external partners for the work done on equipment, based on a pre-defined
agreement given to the customer.
Process Flow
- If authorization is required of a reseller/customer before submitting a claim, the initial warranty requests from the reseller/customer come through an incident.
- The user authorizes the warranty request by generating a service order or rejects the request by closing the incident. This process is automated using the Warranty Claims Authorizations form.
- Submit the warranty claim to the manufacturer using the Bill To Override field on the Warranty Claims Submittal form.
- The reseller/customer is reimbursed using the Warranty Claims Reimbursements form, in conjunction with the Partner Reimbursements form.
- After the work has been completed, the warranty claim can be invoiced to a third party using the Warranty Claims Workbench form. This form leverages the billing override functionality to allow the user to pick and choose which operations should be sent to the third party and which should be invoiced to the customer.