What does this section cover?

Working with Warranty Policies on Sold Goods

CRM.COM allows you to provide warranty policies Warranty Policies to Physical Goods (traceable) sold to  to your customers. The process is automatic (without the interaction of the user)  and the main process is performed on adding the installed item to a Job.

A warranty may be applied when creating a Job of any Scope, given that a sold Traceable Physical good is being added on the Job.
In addition to this functionality,   when creating a job of  the system will 

While in all of the Job types a new warranty policy will be applied on the installed item (if applicable) and the installed item will be charged, in the case of creating a Swap Subscription Installed Item Job Type, while warranty will be applied on the new installed item (if applicable), the charging of the new installed item and the warranty period are dependent on the warranty policy of the existing installed item.
In greater detail:

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. 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

When adding a new traceable physical good to a job, a warranty will be automatically added if the good is eligible.

The process is automatically executed given that:

• A Job of any scope is created with Installed Items defined as sold to the customers
  OR
• A Job of Swap Subscription Installed Item is created with Installed Items defined as sold to the customers, and no warranty/expired warranty exists on existing installed item
  OR
• A Job of Swap Subscription Installed Item is created with Installed Items defined as sold to the customers,  and Coverage Policy on existing installed item is set to: New Warranty
  AND

• Effective Warranty Policies exist in the system that are satisfied by the selection of items on the Job

Deciding which New Warranty Policy to apply

Many Warranty Policies may be set up in the system and consequently a physical good may be eligible to more than one. The system will automatically decide which policy to apply to the selected physical good based on the following logic

1. Find all Warranty Policies that:
   • Are included in the Job Type's Allowed Warranty Policies (if any are defined).
     If the Job Type does not include any Allowed Warranty Policies configuration, then no Warranty Policy can be applied
   • Have an Effective life cycle state 
   • Are not yet expired, i.e. their validity period has a future expiration date (if any is defined) 
   • The Unit of user who manages the sale is included within the Warranty Policy's Allowed Organisational Units.
     • If more than one warranty policies exists then the system will retrieve the one having the most recent Effective Date set which is equal or before the date of execution

Once the Warranty Policy to be applied is selected the following actions will be done

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 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 coverage reason Covered value is set. The value can either be Yes or NoThis will affect the billing of the new physical good. If Covered is set to No then the

         1. No  = The new Physical Good will

         be billed
         If Covered is set to Yes then the

         1. be charged

         2. Yes  = The new Physical Good it

         will

         1. will not

         be billed

         1. becharged
            Image Modified

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

The process is automatically executed given that:

• A Job of Swap Subscription Installed Item is created with traceable physical goods defined as sold to the customers, 
  And
• Coverage Policy on existing traceable physical good is set to: Carry Over Remaining Duration

Deciding the Warranty Period to be applied on the new Traceable Physical Good

Carrying Over existing Warranty Policy 

The following steps will be carried by the system

1. If the Replacement under Coverage Policy is equal to Carry Over Remaining Duration then the system will
   • Set the warranty policy equal to the warranty policy of the previous traceable physical good
   • Set the warranty remaining period equal to the warranty policy duration minus the days that the previous installed item was under warranty.
     The remaining coverage period is calculated in days.
   • Set the warehouse issue date equal to the date that the item was moved out of the warehouse

Applying New Warranty

The following steps will be carried by the system

1. The warranty information is set in the same way as in selling a new Traceable Physical Good

Applying No Warranty

The following steps will be carried by the system

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 Warranty Policy of the existing physical good (if it is under warranty)

Replacement under Coverage Policy is a field available in the Warranty Policy 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 physcial 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.

Image RemovedImage Added

Identifying from which warehouse the item will be removed

Each time an installed item is being a Physical good is swapped the system will need to decide from and to which warehouses, items goods will be moved from and to based on 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

Image Removed

Image Added

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

Image RemovedImage Added