Warranty Claims

Warranty Claims in dealer workflows means Warranty-classified line items on Service Orders that are eligible for OEM reimbursement. The Support → Warranty Claims tab is your queue for grouping those lines into Warranty Claim Batches for a single OEM submission.

What counts as a claim#

A claim starts on Service Order Details → Items when classification is Warranty:

• Defect documented in Defect Note.
• Requires physical return flagged when the OEM needs the hardware back.

Items already in a batch show Already in a warranty batch (or Warranty Batch column populated) — do not double-submit.

Claim status (line lifecycle)#

Track each line informally by batch membership and OEM outcome:

Stage	Meaning
Draft	On the service order only — not yet in a batch.
Submitted	Included in a batch Submitted (Digital) or later pipeline state.
Approved	OEM accepted the line (batch Approved or Partially Approved).
Rejected	OEM denied — revise Defect Note or photos and re-batch.

Batch-level statuses (Shipped (Physical), Received at OEM, In Inspection, Completed) apply once the group leaves your shop — see Warranty Claim Batches.

Search and filters#

Find eligible lines before batching:

1. Support → Service Orders — filter orders with warranty items or Waiting Parts / In Progress RMA work.
2. On Service Order Details → Items, use row Select item checkboxes.
3. Add Items to Batch drawer — Search by ticket code or ERP quote ID... lists # warranty item(s) found per order.

List-level Warranty Claims tab filters batches by All statuses including Draft, Submitted (Digital), Approved, Rejected, etc. Use it to see which claims still need grouping.

Bulk add to batch#

1. 1

   Select warranty lines

   On a service order Items tab, check multiple Warranty rows (Select all items when appropriate).

2. 2

   Open batch add

   From an existing Draft batch → Items → Add Items, or create New Batch first.

3. 3

   Search source orders

   In Add Items to Batch, search Service Order and tick lines not marked Already in batch.

4. 4

   Confirm

   Add Selected Items — success: Items added.

Bulk actions on the service order also include Set as Warranty when intake misclassified a line.

Evidence expectations#

Strong claims include:

• Checklist photos from Receiving / Release with Issue Found notes.
• Flight Reports when the defect relates to application logs.
• Defect Note text that references serial numbers.

Permissions#

Action	Role
Classify items Warranty	Technician, admin.
Build batches	Technician, admin.
Submit to OEM	Admin (per contract).

Related#

• Warranty Claim Batches — submit once for OEM review.
• Service Order Details.
• Dashboard — Claims pending KPI.