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⚡ How to Process the Warranty Claim for a Repair Service?


If you're in the repair industry, you know that warranty claims are inevitable. Faulty parts, incomplete repair or other issues may force an angry customer to bang at your doors. At this time of panic, you are lost in verifying if the warranty is still applicable or not and how to address multiple types of warranty issues!

But fret not! RepairDesk is here to help and make your life easy. This is why we have redesigned our warranty functionality. Now you can add warranty on all repair services by default so that when a customer comes back during warranty period, you can quickly perform warranty repair and ticket history is updated accordingly.

The first step is to setup warranty duration against each replacement part in inventory. You can either do this manually or via .CSV import.

Process a Warranty Claim

A repair ticket is only eligible for the warranty claim if (A) the repair ticket already had warranty specified for it, (B) its invoice has been paid, and (C) the warranty claim falls in the specified warranty period. (D) the ticket has a status of "Completed", "Repaired" or "Repaired and Collected".

Warranty for a Repair can be specified while adding a new Repair, from the Store Settings, or while creating a ticket from the POS.

The Warranty period starts for a repair ticket from the day its status has been updated to Repaired, Completed, or Repaired & Collected. 
When a customer walks in for a warranty claim, they are expected to produce a ticket number. When they do, you can check the warranty status of their Repair ticket, and then process or decline the claim accordingly. In addition, you can also issue refund, or create an RMA.

So, let's see how to process the warranty claim.

  1. On the POS screen, click on Warranty Claim.

  2. Enter the Ticket ID.

  3. Click Search.

  4. Review the warranty status and scroll down.

  5. Review the ticket status and details.

  6. Go to Actions.

At this stage, you can take one of the two decisions related to processing warranty claim for Repair Services:
  1. Accept the warranty claim by creating a new ticket for it with the status of In Warranty Repair

  2. Accept the warranty claim by creating a new refund invoice using Issue Refund option
In case you need to process warranty claim for a part instead of the repair service, checkout this article where the Part Warranty Claim option is used. 

In the following sections, we will explore the above two paths separately.

A) Create a new ticket with "In Warranty Repair" status

  1. Click In Warranty Repair

  2. From the Repair Task Status field, update the ticket status as needed, and scroll down.

  3. From the Problems field, select the appropriate problem(s)

  4. Click Confirm

  5. Click Create Ticket.

  6. Click View Ticket.

  7. Whenever you are done with fixing the problem, come back to the ticket details and update the Repair Status to either "Completed", "Repaired" or "Repaired & Collected".

  8. Click Make Invoice.

You have now successfully processed the warranty claim for a repair service.

B) Create a New Invoice with "Issue Refund" Status

  1. Click Issue Refund.

  2. Click Proceed.

    You can go to Refund Details and set how much amount you need to refund to the customer.

  3. Click Checkout

Proceed with the payment method as per your needs, and you have successfully processed the warranty claim for a repair service.

Don't forget to check the FAQs related to Warranty

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