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Warranty Claim Lifecycle

Warranty claim and batch statuses from Draft through OEM review, approval, and rejection — mapped to the dealer portal and OEM workflow.

Service technician
Dealer admin

Warranty reimbursement flows through Warranty Claim batches, not loose line items. Each batch groups warranty-classified rows from one or more Service Orders and advances through statuses the OEM recognizes. This concept page uses the simplified lifecycle; the product UI exposes additional logistics states.

Simplified lifecycle

Draft ──► Submitted (in batch) ──► Under Review ──► Approved
                                      │              │
                                      └──────────────┴──► Rejected

Draft

Draft batches are editable workspaces.

WhoWhat happens
TechnicianCreates batch (New Batch), adds warranty lines via Add Items to Batch
AdminReviews grouping before submission window

Eligible lines must be Warranty on the service order, include Defect Note, and must not show Already in a warranty batch. Physical-return flags (Requires physical return) should be set before submission.

Submitted (in batch)

Submitting sends the digital package to the OEM. In the UI this is Submitted (Digital) on Actions → Update Status.

WhoWhat happens
Technician / AdminConfirms Items Summary, clicks Update Status

After submission, item edits may be locked. If your process ships cores, the next UI step is often Shipped (Physical) with a Tracking Code — still part of "submitted" from a dealer perspective because the OEM clock started digitally.

Mapping to OEM: creates an RMA case id; dealer Description becomes the OEM reference title.

Under Review

Under Review covers OEM processing after digital receipt and optional physical receipt.

Portal substates commonly include:

  • Received at OEM — warehouse scan
  • In Inspection — engineering evaluation
  • Partially Approved — split decision across lines
WhoWhat happens
OEMValidates photos, serials, defect notes against policy
DealerMonitors timeline; responds to information requests via your account manager if asked outside the portal

Dealers should not create duplicate batches for the same line while status is Under Review.

Approved

Approved (and Completed after credit) means the OEM accepted the claim.

OutcomeDealer action
Full approvalRecord OEM Credit Memo; move batch to Completed
Partially ApprovedRemove denied lines from financial expectations; document denial reason on the service order

Approved lines may trigger credit on your distributor statement — follow your Distributor finance SOP.

Rejected

Rejected means the OEM declined the package or specific lines.

Common causeDealer response
Missing photosRe-run Receiving evidence; refile in new Draft batch
Customer damageReclassify to Billable on the service order

See Claim rejected for a fix checklist.

How batches relate to service orders

  • Lines originate on Service Order → Items with Warranty classification.
  • Linking logs Warranty batch linked on the customer ticket timeline (high level only).
  • One batch may span multiple orders if they share a submission window and failure program.

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Last updated Oct 20, 2018