Selling Spare Parts Covered by Warranty

Outcome

The spare part is delivered, an invoice is created and sales statistics are updated.

If the spare part is connected to a warranty, then the accounting transactions are sent to the warranty department and sales statistics are updated for each piece of equipment and warranty type.

Warranty management at sales order entry enables spare parts to be processed through customer order entry, including warranty entitlement check and claim generation.

With the updated sales statistics for spare parts, you can follow up on the spare part sales in connection with a specific component or equipment or warranty type.

You can track and follow up all warranty events and transactions in the M3 Equipment Profitability application.

The following tables are updated:

• MILOSW – Equipment warranty.
• MILOTW – Equipment warranty details.
• ACUINV – Invoice specification.
• ACLHED – Claim header.
• ACLVER – Claim version.
• ACLSPC – Claim specification.
• CAABAL table – Updated with the fund amount when the general ledger is updated. The CAABAL table is read by the M3 Equipment Profitability application.
• OSASTD – Updated with the customer order statistics at order registration.
• OSBSTD – Updated with the customer order statistics at invoicing.

Before you start

• The spare part sale fields 'Product' and 'Serial Number' must be made available for entry according to the settings in 'CO Type. Update Field Selection' (OIS014).

• Spare part sales pop-up window: The pop-up window is either displayed automatically by setting 'Entitlement check' on the customer order type to 3 (Active, pop-up) or by using function key F23 in 'Customer Order. Open Lines' (OIS101).
• Customer order line: How the 'Product' and 'Serial number' fields are displayed on the B panel in (OIS101) (the 'Input alt pnl B' field must be set to 8 in settings in (OIS101)) according to the settings on the field selection in 'CO Type. Update Field Selection' (OIS014/K).

• On the detail panel in (OIS101/G) the fields 'Product' and 'Serial Number' and 'Warranty type' are displayed according to the settings on the field selection in 'CO Type. Update Field Selection' (OIS014/K).
• A warranty record must exist for the equipment for which the item is sold as a spare part. A warranty record is created automatically when equipment is sold in 'Customer Order. Open' (OIS100).
• Warranty entitlement settings on the customer order type must be defined in 'CO Type. Open' (OIS010):

• 'Entitlement check' must be set to 2 (Active) or 3 (Active, pop-up) on the F panel. When you activate the entitlement check, a check verifies that both the 'Product' and the 'Serial number' fields on the customer order line are entered when you sell a spare part.
• The price origin sequence must include price origin W (Warranty) on the I panel.

• An internal claim customer order line charge must be created in 'Order Line Charge. Open' (CRS275). The warranty claim charge is automatically added at customer order line entry and must be defined in 'Settings – Customer Order Entry' (CRS720/E). A warranty claim charge is used as a dummy charge to be automatically added to warranty-entitled customer order lines valid for claim management.

Follow these steps

1. Enter Item to Be Sold as Spare Part

   When you create a customer order in 'Customer Order. Open' (OIS100), enter the item to be sold as a spare part in the 'Item' field on the order line.

2. Enter the Equipment for Which the Item Is a Spare Part

   Enter the equipment for which the item is a spare part in the 'Product' and 'Serial number' fields on the customer order line in 'Customer Order. Open Line' (OIS101). The equipment is used for the warranty entitlement check to see whether the equipment is a part of a warranty agreement.

3. Check Warranty Entitlement Automatically

   The warranty entitlement check is processed when the customer order line is confirmed. Warranty entitlement check means that a sales price search is done, including a check for warranty. The sales price is retrieved according to the price origin settings on the customer order type in 'CO Type. Open' (OIS010).

   The outcome of the warranty entitlement check can be one of the following scenarios:

   • Entitled by warranty period

     The spare part is covered by a warranty period. The sales price is set to 0 (zero) and the price origin is set to W (Warranty). The warranty type connected to the valid warranty is saved on the customer order line. The equipment for which an entitlement check is made and the warranty type are displayed on the G panel in (OIS101). Continue with Delivery steps.

   • Entitled by goodwill period

     The spare part is covered by the goodwill period of the warranty. An information message is displayed stating that goodwill may be applied. Applying goodwill to a customer order line is a manual step, further described in the next step. The sales price is automatically set according to the next valid price origin in the price origin sequence. The 'Qualified for goodwill' field is set to 1 on the order line, which indicates that the order line is qualified for goodwill entitlement.

   • If the order lines are not approved for goodwill, continue with Deliver and Invoice.
   • Not entitled by a warranty or goodwill period

     The sales price is set according to other price origins in the price search sequence. Continue with Deliver and Invoice.

4. Entitle a Customer Order Line for Goodwill Period

   You must manually approve the customer order line for which a goodwill period applies. To do this, you use related option 'Apply Goodwill' or you enter the valid warranty type on the G panel in (OIS101). The price origin is the automatically set to 'G' (Goodwill) and the sales price is set to 0 (zero). You can change the sales price manually if the customer will pay part of the amount.

5. Add an Internal Claim Order Line Charge Automatically

   An internal claim order line charge is automatically added to the warranty-entitled customer order lines (with price origin W). The warranty-entitled order lines are displayed in 'Customer Order. Connect Line Charge' (OIS107). The claim creation charge is set to a negative amount equal to the cost of the customer order line. The charge creates an invoice line with information type 68 (Internal item charge).

   On the claim creation charge the following is displayed: the payer on which the spare part claim is made and the agreement with the payer. The payer of the claim amount and the payer agreement are retrieved from the warranty record that is defined for the item entered on the customer order line. The claim payer and payer agreement are defined on the warranty claim details for the equipment for which the sold spare part is a component in 'Equipment. Open Warranty Details' (MOS393/E).

   For a scenario where no supplier will be claimed for the spare part item, it is recommended that an internal claim payer is defined for the spare part item instead.

6. Deliver

   The customer order is delivery reported in 'Picking List. Report' (MWS420) and the spare parts are thereby dispatched from the warehouse.

7. Generate Claim Records Automatically

   Claim records are automatically created for order lines that have an internal claim charge attached. The claim records are created when the spare parts are dispatched from the warehouse. The information is displayed in the Warranty Claim Management application.

   The following M3 claim records are created:

   • The table ACLHED stores information about the equipment for which the spare part is sold, the claim payer, and claim agreement, which are retrieved from the claim creation charge.
   • The table ACLSPC stores information about the spare parts, the sales price retrieved from the claim agreement, the claim settlement percentage retrieved from the warranty claim details, and the cost of the spare part item.

8. Invoice the Customer Order

   The customer order is invoiced in 'CO Invoice. Print' (OIS180). The warranty information is printed on the invoice as well as on the quotation and the order confirmation documents. The warranty information includes the warranty type ID and description.

9. Accounting Transactions for Internal Claim Creation Charge

   A claim amount is automatically generated during invoicing of the customer order. For the claim amount the transaction 'Claim in progress' is created.

10. Update Sales Statistics per Equipment and Warranty Type

    The sales statistics are updated. The equipment and warranty type that is connected to the spare part sales are updated in the statistics and can also be used as a key object. This allows you to obtain statistics for each piece of equipment or warranty type.

11. Deliver and Invoice

    The customer order is delivery reported in 'Picking List. Report' (MWS420) and invoiced in 'CO Invoice. Print' (OIS180).

12. Update Sales Statistics per Equipment

    Sales statistics are updated. The spare part sale connected to the equipment is updated in the statistics and can also be used as a key object. This allows you to obtain statistics for each piece of equipment.