Working with Warranty Policies on Sold Goods

CRM.COM allows you to provide Warranty Policies to traceable physical goods sold to your customers. The process is automatic (without the interaction of the user)  and it takes place on adding the Physical Good to a Job of any type as sold. 

If in the future the customer needs to replace the physical good, a Job of type Swap Subscription Installed Item must be used. (i.e. only physical goods that are provided on subscriptions can be swapped). The system will retrieve any applied warranty policies on the existing physical good and take the following decisions:

• Provide the replaced physical good free of charge or charge for it
• Apply a new Warranty Policy for the replaced physical good
• Apply no Warranty Policy for the replaced physical good
• Transfer the Warranty Policy applied on the existing Physical Good to the new one

Validations & Restrictions

Checking Coverage of Existing Traceable Physical Good when Swapping

The following steps explain how you can check whether a physical good to be swapped is under warranty, and if it is, how to select the reason of replacement which will in turn determine if the new physical good will be charged or not.

1. Follow the steps provided at Creating Jobs for Swapping Installed Items of a Subscription
   AFFECTED PRODUCTS

   1. Specify the affected physical good:
      If the Physical Goods's warranty can still cover the physical good then the following related information is made available

      1. Warranty Policy: Displays the goods' related warranty name. 
         Click on the link to view the warranty applied
      2. Warranty expiration date :Displays when the good's warranty expires. 
   2. Coverage Reason: Select the Coverage Reason from the drop down list
      

      1. Covered: Once the reason is specified the Covered value is set. The value can either be Yes or No

         1. No  = The new Physical Good will be charged

         2. Yes  = The new Physical Good it will not be charged
            

2. Proceed with providing the rest of the information required to save the job as explained at Creating Jobs for Swapping Installed Items of a Subscription

Deciding the Warranty Policy to be applied on the new Physical Good when Swapping

When Swapping a Physical Good the system will have to decide the warranty policy that will be applied on the new physical good. which  is dependent on the Replacement under Coverage Policy applicable for the specified Coverage reason of the existing physical good (if it is under warranty)

Replacement under Coverage Policy is a field available per covergae reason under warranty policies, and according to its setting the Warranty Policy on the new physical good will be affected. There are 3 possible values

• Carry Over Remaining Duration
  • The Warranty Policy is carried over to the new physical good
  • The remaining warranty period is calculated and applied on the new physical good
• Apply New Warranty
  • A new Warranty Policy will be applied as if selling a new Traceable Physical Good
• No Warranty
  • No Warranty Policy will be applied to the new physical good

In the figure below you can see how the warranty policy on the existing installed item (II) will affect the warranty on the new item, during Swap Installed Item Job Type.

Identifying from which warehouse the item will be removed

Each time a Physical good is swapped the system will need to decide from and to which warehouses, goods will be moved from and to based on Configuring Inventory Management Definitions. The decision is also affected based on the Warranty coverage.

The following diagrams shows the warehouses from and to where installed items will be moved according to whether they are Covered or not by Warranty.

Warehouse Transaction Movements when the swapped physical good is provided free of charge

• Covered By Warranty:  Coverage Reason Includes Coverage

Warehouse Transaction Movements when the swapped physical good is not covered by Warranty

Not Covered By Warranty: 

• Coverage Reason does no includes Coverage
• Warranty on existing item has expired
• No Warranty exists