Claim Rejected
Why the OEM rejects warranty batches and how to correct evidence before refiling.
Symptom
Warranty Claim batch status is Rejected (or lines show denial under Partially Approved). Finance did not issue credit; customer or internal pressure to refile quickly.
Diagnosis
Match the OEM denial reason (portal note, email, or credit memo absence) to these common buckets:
| Reason | What failed |
|---|---|
| Incomplete evidence | Missing Photo required checklist images or empty Defect Note |
| Wrong classification | Customer damage or wear filed as Warranty |
| Physical return missing | Requires physical return set but batch never reached Shipped (Physical) |
| Duplicate claim | Line shows Already in a warranty batch elsewhere |
| Out of policy | Unit outside warranty window or modified hardware |
Cross-check the Service Order Diagnosis verdict, Items rows, and Receiving/Release timestamps — OEM reviewers compare all three.
Fix
Read the rejection detail
Open Warranty Claim Batch Details → Overview and OEM correspondence. Note per-line vs whole-batch denial.
Repair the service order record
Update checklist photos and the Defect Note on the originating Service Order. Reclassify lines to Billable if denial was policy-based damage.
Create a new Draft batch
Do not resurrect Rejected batches unless your Distributor explicitly allows revert. New Batch → add only corrected warranty lines.
Resubmit with cover note
Description should reference the prior RMA id and what changed (e.g., "Resubmit — added ESC photo set + corrected defect note"). Submit Submitted (Digital) again; ship cores if required.
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Last updated Oct 20, 2018