Warranty Claim

A Warranty Claim within ERPNext is a formal application by a customer for free replacement, repair, or service during the warranty period of your product or service. It is an important aspect of after-sales support that enables organizations to efficiently deal with after-sales service commitments.

Your company sells products and has a warranty period or provides lengthy service deals such as the Annual Maintenance Contracts (herein referred to as AMC ) so that, in the event of a failed product or a product with problems, your customers will resolve to contact you. Customer would typically provide the Serial Number of the product in question, that would be used as primary source of determining warranty eligibility in ERPNext.

Warranty Claim List can be found under:

1. Prerequisites

Prior to creating a Warranty Claim, ensure the following records are already created and associated:

• Customer: The person or business that bought the item.
• Item: The product that has the warranty.
• Serial Number: A distinct number for the product, which monitors warranty status.

ERPNext automatically checks if the item is within warranty or AMC duration based on the Serial Number and its metadata.

2. Creating a Warranty Claim

1. Go to the Warranty Claim list and click New.
2. Choose the Customer raising the claim.
3. Click on the Serial Number of the under warranty item. Provided it is selected, ERPNext will automatically populate the following information:

• Item Name Warranty Start And End Date Details of AMC (where applicable) Warranty status: (Active/Expired)

4. Type a brief description of the issue. You can:

Include photos with background. Record detailed regions of problems or a failure section, with the help of the Issue Table.

5. Click Save to save the claim.

2.1 Additional Options when Creating a Warranty Claim

• Status: A new Warranty Claim will be by default Open. To indicate progress, you can change the status by hand:

  • Work In Progress: The product is being diagnosed or serviced.
  • Closed: The issue was solved well and the complaint is complete.
  • Cancelled: The claim was rejected, not valid, or no longer necessary.

• Issue Date: The field gets populated with the date on which the claim is being created. However, it can be manually changed if the issue was brought to light on a previous date, to ensure proper historical tracking.

3 Features

3.1 Item and Warranty Details:

Once a Serial Number is selected in a Warranty Claim, ERPNext looks up detailed information associated with the product and warranty status associated with it. These are:

• Item Code
• Item Name
• Item Description

ERPNext utilizes the Serial Number to calculate the conditions of warranty and AMC (Annual Maintenance Contract) by fetching:

• Warranty / AMC Status: Values can be "Under Warranty", "Out of Warranty", "Under AMC", or "Out of AMC". These are automatically calculated from pre-configured warranty/AMC duration in the Serial Number record. The status can, however, be overridden manually (e.g., to "Out of Warranty" if the product has been compromised or the warranty is invalidated by policy breaches).
• Warranty Expiry Date: This indicates the official date of expiry of the free maintenance.
• AMC Expiry Date: Here the expiration date of AMC in case it is enabled is set.

The information in these details is up to date and accurate because the system automatically updates and shows instant information on the product status without human confirmation.

3.2 Resolution

• Resolution Date: When a Warranty or AMC claim is transitioned to a "Closed" state, the present date and time automatically get filled in this field. A manual adjustment of this area can be undertaken in case the need arises in order to reflect the resolution date better.
• Resolved By: This field enables you to enter the User's Email ID who resolved it. It should be a user profile in the system for accurate accountability and tracking.

• Resolved Details: A rich text field where the user may detail how the issue was fixed. You can:

  • Include description text.
  • Insert images to display before/after states or part replacements.
• Create a table to list out components repaired, replaced, or tested during the resolution process.

These inputs assist in having an open support history for audit and customer communication.

3.3 Customer Details

When a Customer is chosen in the Warranty Claim, ERPNext brings the following details automatically from the Customer master:

• Customer Name
• Contact Person
• Territory
• Customer Group
• Customer Address

In addition:

• Service Address: A field manually editable in case the service has to be rendered to some other site other than the default customer location (e.g., a factory or a distant warehouse). This helps the support team escape logistical confusion when they visit sites.

3.4 More Information

• Company: The default company of the logged-in user or the linked item settings will auto-fill the company from which the Warranty Claim or AMC is issued.
• Raised By: Add the name of the individual who initiated the claim, particularly convenient if the customer is an enterprise and the contact is not the same as the Official Customer record.
• From Company: Record the name of the original vendor or supplier that issued the warranty if it is different from your company. This is useful when you handle third-party warranties or deal with products that are sold through distribution channels.
• If a Customer Visit is required to sort out the problem on-site, you can initiate a new Maintenance Visit record directly within the Warranty Claim. This provides smooth scheduling and traceability of all physical support treatments that are associated with the warranty.

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