Filing Warranty Claims

Warranty in GTRV is filed at the batch level, not per individual screw. You mark failed items as Warranty on a Service Order, gather evidence during checklist inspection, group eligible items into a Warranty Claim batch, and advance the batch through OEM review statuses until Approved or Completed.

See Warranty Claims and Warranty Claim Batches.

When to file a warranty claim#

File a claim when all of the following are true:

• The item failed under OEM warranty terms (not customer damage or out-of-warranty wear).
• The failure is documented on the Service Order with a Defect Note and supporting checklist Photos.
• Requires physical return is set when the OEM expects the defective unit shipped back.

Do not add items to a batch if diagnosis is incomplete or photos are missing on Photo required checklist lines.

Step 1 — Mark warranty items on the service order#

On Service Order Details → Items:

1. 1

   Classify failed items

   Set Classification to Warranty. For existing rows, use Reclassify or bulk Set as Warranty.

2. 2

   Document the defect

   Open Edit and fill Defect Note — error codes, visual damage, flight hours, test results. Match the language in your Diagnosis verdict.

3. 3

   Flag returns

   Enable Requires physical return on items the OEM wants back. The Return column shows Needs Return on batch views.

4. 4

   Verify checklist evidence

   Confirm Receiving (and Release if applicable) checklist items have photos and Issue Found statuses where relevant. Warranty reviewers cross-reference checklist timestamps with defect notes.

Items already linked to another batch display Already in a warranty batch — you cannot double-claim them.

Step 2 — Create a warranty claim batch#

1. 1

   Open Warranty Claims

   Go to Support → Warranty Claims. Click New Batch.

2. 2

   Describe the batch

   In New Warranty Claim Batch, enter a Description (e.g., "March 2026 pump failures — Region West") and optional Carrier Name for the physical return shipment later.

3. 3

   Create Batch

   Click Create Batch. The batch starts in Draft status.

New Warranty Claim Batch drawer with description and carrier fields

Step 3 — Add items to the batch#

On Warranty Claim Batch Details → Items:

1. 1

   Open Add Items

   Click Add Items to open Add Items to Batch.

2. 2

   Search by service order

   Use Service Order search — placeholder Search by ticket code or ERP quote ID... — to find the order you repaired.

3. 3

   Select warranty lines

   The drawer lists {count} warranty item(s) found. Select the rows you need. Items show Already in batch if claimed elsewhere.

4. 4

   Confirm

   Click Add Selected Items. Repeat for additional service orders until the batch covers your weekly OEM submission.

Review Items Summary on the Overview tab — Total Items, Warranty, and Billable counts should reflect only warranty lines.

Step 4 — Submit and track OEM review#

Advance the batch with Actions → Update Status:

Status	Meaning
Draft	Batch editable; items can be added or removed
Submitted (Digital)	Digital claim sent to OEM
Shipped (Physical)	Return units in transit — enter Tracking Code
Received at OEM	Warehouse confirmed receipt
In Inspection	OEM evaluating parts and evidence
Partially Approved	Some lines approved, some denied
Approved	Claim accepted
Rejected	Claim denied — fix and resubmit
Completed	Credit memo recorded; case closed

1. 1

   Submit digitally

   Open Actions, choose Submitted (Digital) as Next status, and click Update Status.

2. 2

   Ship physical returns

   Pack parts marked Needs Return. Update to Shipped (Physical) and save the Tracking Code in the drawer.

3. 3

   Record OEM outcome

   When finance receives credit, enter OEM Credit Memo and move to Completed.

Download Shipping Label and Packing List documents from the batch detail when your process requires printed paperwork.

Warranty claim batch status timeline from Draft through Completed

Grouping strategy#

Batching reduces freight cost and OEM processing overhead:

• One batch per submission window — weekly or biweekly, per your distributor policy.
• Group by failure type when the OEM asks for separated RMA streams (e.g., pumps vs ESCs).
• Do not mix unrelated dealerships — batches belong to your dealership account.

The ticket timeline shows Warranty batch linked when an order connects to a batch, giving customers audit visibility without exposing OEM internals.

Checklist before you click Update Status#

• Every item has a Defect Note aligned with checklist photos.
• Physical returns are packed and labeled per OEM instructions.
• Batch Description identifies the claim period for your records.

Next steps#

• Process a Warranty Claim Batch — end-to-end tutorial.
• Warranty Claim Lifecycle — status definitions.
• Handling Service Orders — status transitions and classification.