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On this page
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Overview
A warranty defines how physical goods bought by customers can be replaced, either free of charge or upon payment, within a specific Warranty policies are the set of rules that determine the application of warranties (an assurance from a supplier that the physical good will be repaired or replaced in case it malfunctions within a predetermined period after the purchase. Warranties are provided based on configured warranty policies that provide the rules that the warranty follows. Warranty policies ). The policies establish the physical goods covered by the warranty, the period following their purchase for which the warranty is valid, validity period and the cases instances in which the warranty offers can offer a free replacement. Warranties are then automatically applied by the system on physical good Once warranty policies are set up in the system, warranties are automatically issued for goods during the sale. As there can be multiple warranty policies in effect applicable to a physical good, the The latest warranty policy set up in the system is the one applied.
Major features
- Automatic application of Automatically apply a warranty to goods sold through jobs but to customers (not to rented goodsAutomatic determination of )
- Automatically determine the warranty coverage of a good through service requests
- Transferring Transfer warranty coverage between exchanged itemsitems
- Billing of Bill replaced physical goods with under warranty coverage
- Moving damaged Move replaced malfunctioning items to specific warehouses
- Preview warranties used through dashboards
Setting Up Warranty Policies
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| Foundation > Warranty Policies > Set Up Warranty Policies Warranty Policies |
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Warranty coverage reasons
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'Coverage reasons' are user-defined and provide a justification for the replacement of a physical good under warranty will be replaced without charge. Once the . Once coverage reasons are configured, they must be added to warranty policies , where it can be determined whether goods replaced using the coverage reason to determine whether the replacement will be replaced free of charge or not,
i.e. the same .
A coverage reason may cover the free replacement of a physical good (for free) good when selected for one warranty policy , and not cover the replacement when selected for a different warranty policyfor another.
Warranty
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policies
A warranty policy defines how physical goods bought by customers can be replaced , within a specific period after the purchase.
Multiple warranty policies can be set up and the most appropriate one will be automatically applied at the time of sale or swap of the good provided the conditions defined in the policy are met, and the policy has an 'Effective' life cycle state. The life cycle state can be changed between 'Effective' and 'Not Effective' using the dedicated action.
Warranty policy fields
The table describes the sections of Warranty Policy Data Entry page, and explains how the fields in the page are used.
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Duration: Determines the period for which a physical good will be covered by the policy, and can be configured in Days, Weeks, Months, Years
Life Cycle State: The Life Cycle State of the Warranty Policy which can be: 'Effective' or 'Not Effective'. Note that only 'Effective' warranty policies can be applied on physical goods.
Company Responsibilities: a free text area that describes the obligation of the retailer regarding the coverage of the Physical Goods by the Warranty Policy.
Customer Responsibilities: a free text area that describes the obligation of the customer regarding the coverage of the Physical Goods by the Warranty Policy.
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The period during which the warranty policy is available to be used when selling physical goods and is defined by an Effective and an Expiration Date.
Providing an Effective Date is always mandatory, while the Expiration Date can be left empty if the Validity period is open-ended.
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The Validity period is used to determine which policy should be applied on goods when more than one policy is applicable. The policy with the most recent Valid From Date is applied and has priority over Always Valid Policies. |
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The physical goods that can be covered by the policy. Specific products, product types, product brands, or product families can be defined. Each policy must include at least one of the aforementioned product categories which can only be traceable Physical Goods can be specified.
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Coverage Reason: Define the reasons listed and available for selection when replacing a physical good which is covered by a warranty policy.
For each reason use Provide Coverage field to indicate whether or not a replaced physical good (using this reason) will be covered by the warranty policy. (i.e. replaced for free or replaced with charge)
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warranty policies can be set up. The most suitable (subject to conditions defined in the policy) is automatically applied when a good is sold or swapped.
A policy must have an 'Effective' life cycle state to be applied. The life cycle state of a policy can be toggled between 'Effective' and 'Not Effective' using a dedicated action.
Warranty policy fields
The table describes the sections of Warranty Policy Data Entry page and explains how the fields in the page are used.
Mandatory Configurable
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Duration: The coverage period, configured in days, weeks, months or years. Life Cycle State: 'Effective' or 'Not Effective'. A policy must be 'Effective' to be applied. Company Responsibilities: The obligations of the retailer regarding the coverage of the physical goods by the warranty policy (free text area). Customer Responsibilities: The obligations of the customer regarding the coverage of the physical goods by the warranty policy (free text area). | |||
| Validity | |||
The period during which the warranty policy is available defined by a 'Valid from Date' and 'Valid to Date'
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| Coverage for Physical Goods | |||
The physical goods that can be covered by the policy. Specific products, product types, product brands, or product families can be defined. Each policy must include at least one of the aforementioned categories. Only traceable physical goods can be specified. | |||
| Allowed Coverage Reasons | |||
Coverage Reason: Select one of the available reasons from the drop-down list. Replacement Under Coverage Policy: For each reason, select the 'under coverage' policy to be used following the replacement must be selected. The available options are:
Provide Coverage: For each reason, enable to indicate that the item can be swapped free of charge. | |||
| Allowed Organisational Units | |||
| The Organisational Units to Define the communities, groups or units to which the user that sells or swaps the physical good should belong to for the warranty policy to be applied on the physical good. | |||
Related
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configuration
The following mandatory modules are related to Warranty Policies to warranty policies and must be configured for the Warranty Policies the warranty policies module to operate at its full capacity.
Manual Link | Manual | Description | Configuration Type |
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| Inventory Management | Inventory Management Definitions | Defines the Warehouses warehouses where physical goods will be taken from and to, are stored before they are distributed or returned when added or swapped via Jobsthrough jobs. | Mandatory |
Using Warranty Policies
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Actions are subject to validations which Validations take place before an action is initiated (prerequisite) or after it is submitted (postcondition). |
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Issuing a warranty
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for sold goods
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Warranties can be provided to issued for traceable physical goods sold to customers based on the configured warranty policies. The process is automatic (no user interaction is required) and takes place when selling physical good through Jobs of any fulfillment scope. Once a physical good eligible to a warranty is added to the job the system will decide which warranty policy should be providedthe goods are sold. When a good that is eligible for a warranty is sold, the system determines the warranty policy that should be issued.
If the good is eligible to for more than one warranty policy, the system will apply the one that has policy with the most recent Valid From Date. A warranty policy that is always valid has a lower priority than one with a Valid From Datefrom Date is applied and has priority over other 'Always Valid' policies.
Once the warranty policy is determined, the system will set:
- Set the warranty The policy on the installed Itemitem.
- Set the The warehouse issue date equal to the current date, noting recording the day that the good was actually sold and removed from the company's warehouse.
- Set the The warranty coverage period, calculated by adding the warranty's duration to the warehouse issue date.
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Replacing a physical good
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under warranty
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Customers at any point may request to replace an owned a physical good for various reasons ; for example(e.g., due to a technical issue , or because they good has been stolen or because they would like to upgrade to a new one. it or because it was stolen).
If their existing physical good is under warranty, the system has the capability to the system can check whether the replacement will be done for free.
When a customer requests a replacement of an owned physical good, a A job of fulfillment scope 'swap subscription installed item' or 'replace physical good' must be used to replace a good. The system considers the warranty policy applied on the existing physical good (if any) and according to the user-selected coverage reason determines good's warranty and the coverage reason selected by the user to evaluate whether to:
- Provide the replacement physical good free of charge
- 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 a free replacement.
- Issue a warranty for the new good.
- Transfer the warranty from the replaced item to the new one.
The following steps describe sequence describes how to check whether a physical good if an item to be swapped is under warranty , and if so, how to select the reason of replacement which will in turn determine replacement reason that determines if the new physical good will be charged or not.
- Create a new Job of a type having type having either a 'Swap subscription installed item' or 'Replace physical good' fulfillment scope and scope and provide the contact and account details , in order for so that the system to load retrieves the customer's physical goods.
- In the Items section the Items section, select under the respective tab the physical good to be replaced under the 'Requested Subscription Physical Goods' or 'Requested Physical Goods To Be Replaced' tab (depending on the fulfillment scope of the job), the physical good to be replaced.
If the warranty still covers the physical good item, then the following related information is made available.
- Warranty policyPolicy: Displays the name of the warranty applied on the good.
Click on the link to view the applied Warrantywarranty applied to the good (Click to view). - Coverage Reason: Select Select the coverage reason from the drop-down list.
Covered: Once the Set automatically once the reason is specified the Covered value is set. The value can either be 'Yes' or 'No'.
No No = The new physical good will be chargedbe chargedYes
Yes = The new physical good will not will not be charged
- Warranty policyPolicy: Displays the name of the warranty applied on the good.
Proceed with providing Provide the rest of the required information required to save and complete the Job.
Checking the warranty coverage through service requests before
replacementreplacing an item
Service requests can be used to check for the coverage of faulty hardware items, before before a new job is created to actually replace the goodit.
- Create a new Service Request and new service request and provide the contact and account details , in order for so that the system to load retrieves the customer's physical goods.
- In the Affected Products section select under the respective tab the Affected Products section, select the good in question under the 'Affected Physical Goods' the physical good in question tab.
- Check for coverage by selecting the coverage reason from the drop-down menu. The covered field indicates whether a free replacement is available free of charge.
If the customer wishes to proceed with the replacement you can then requests a replacement, plan a job through the Service Request page to replace the physical goodservice requests page.
Viewing warranties
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issued on physical goods
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If you would like to know if To find out whether a physical good has been issued a warranty applied to it, or to view historic data with regards to warranties applied to a physical good then the information is all available in the on warranties, refer to the Manage Installed Items Data Entry page.
- Navigate to Foundation > Inventory Management > Manage Installed Item.
- Go toUnder the Warranty Policy Tab Tab
- Warranty Policy: The applied warrantyWarranty Expiration Date: The date which the good will not longer be covered by warranty Name of applied policy
- Warranty Expiration Date
- Warehouse Issue Date: The date day on which the good was moved from left the warehouse to the customer, which is (used to calculate the expiration date, by adding the duration set on the warranty policy the warranty policy 'duration' and the 'issue date').
- Warranty Policy: The applied warrantyWarranty Expiration Date: The date which the good will not longer be covered by warranty Name of applied policy
- Change History
- Warranty Policy: When Displayed if the warranty policy is was removed from a physical good which was replaced by a new one, then it is shown herereplaced item.
- Coverage Reason: When Displayed if the warranty policy is was removed from a physical good which was replaced by a new one then the coverage reason of the replacement is shown herereplaced item.
Determining the warranty policy applied
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on replacement
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On When replacing a physical good (via Jobs) an item through a job the system determines whether:
- the existing physical good is Under Coverage, in which case it The item is under coverage (will be replaced free of charge
- the warranty policy on the existing physical good will be transferred to the new physical good
- No warranty policy will be applied to charge).
- The item's warranty policy will be transferred to the new physical good.a
- A new warranty policy will be applied to the new physical good
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- policy will be issued for the replacement item.
The system follows the Replacement Under Coverage Policy defined on the selected coverage reason (on the Warranty Policy) to determine if a warranty policy warranty coverage reason when replacing the item and uses it to determine which policy (if any) will be applied on the physical good and if so which one.to the item. Replacement under Coverage Policy has three 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 to the new physical gooditem.
- Apply New WarrantyA : A new warranty policy is applied as in the case of a new Traceable physical good sold.
- No Warranty
- No warranty policy is applied to the new physical good.
- issued as if a new traceable physical good was sold.
- No Warranty
The diagram below displays how the warranty policy on the an existing Installed Item installed item (II) affects the warranty on the new item, during a replacement.
Identifying from which warehouse the item will be removed
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Each time When a physical good is swapped, the system must determine the warehouses that goods will be moved to and from, based on the Inventory Management Definitions and the warranty coverage.
The following diagrams display the warehouses that physical goods will be moved to and from, depending on whether or not they are covered by a warranty.
uses inventory management definitions and warranty coverage to determine the warehouse that should be used to perform the swap, as displayed in the following diagrams:
Warehouse transaction movements when the replacement physical good is provided free of charge
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Warehouse transaction movements when the replacement physical good is not covered by
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Not Covered By Warranty:
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a warranty
- Coverage reason does not include coverage (i.e. replacement is not free of charge)
- Warranty on existing item has expired
- No Warranty exists
Warranty Policies Analytics
Dashboards
Dashboards make provide information regarding the key performance indicators of applied warranties from a single integrated view. Dashboards are made up of components such as charts and summary tables. Refer to Dashboards for information on their use and set-up.
Dashboard components
Jobs per Coverage Reason
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and Month
The component displays the jobs that were raised initiated within the last 12 months grouped by warranty coverage reasons, in a stacked bar and chart. The results can be filtered using by warranty coverage reason, job type and status as well as physical goods.Note that only jobs of Swap Subscription Installed Item type are retrieved and as long as , job status and physical good.
Jobs of 'Swap Subscription Installed Items' and 'Replace physical goods' fulfillment scopes are retrieved, provided the requested physical goods include a warranty coverage reason.
Service Requests per Coverage Reason
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and Month
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The component displays the service requests that were raised within the last 12 months, grouped by warranty coverage reasons, in a stacked bar and stacked bar chart. The results can be filtered using filtered by warranty coverage reason, job type and status as well as physical goods, job status and physical good.
Reports
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Information can be extracted in a structured format for analysis by using reports. The included The items included in the report are selected and grouped based on user-defined criteria. The user can select the fields displayed in the report.
Refer to Reports for information on their use.
Warranty Policies for physical goods
The report provides all the physical good that have been sold and are , available under Inventory Management Reports, displays a list of the physical goods sold and covered by a warranty policy and it is available under Inventory Management Reports.
Physical Goods Covered represent Physical Good are goods sold with a Warranty and warranty which are still covered by the Warrantyis still valid, while Physical Goods Sold represent Physical Good are goods which were sold or replaced based on the specified warranty policy specified in the report, and may or may not still be under Warrantywarranty.
Printouts
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A printout displays all the information associated to with the warranty of an installed item. It is available available through the installed items Data Entry page of Installed Items , in one of the following formats: HTML, XLS, CSV, RTF , PDFor PDF.
Refer to to Printouts for information on how they can be created, printed and sent.
Warranty
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policy printout
Warranty Policy Printout policy printout displays detailed information of an installed item's warranty policy coverage in terms of duration and coverage reasoning. The printout is available through Installed Items data entry page and unlike the installed items Data Entry page. Unlike other printouts, it is not available for sending by email.
Business Examples
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Applying a warranty to replace damaged
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physical goods free of charge
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Scenario 1Business Requirement Company ZX wants to provide a 24-month warranty for decoder products bought by its on decoders sold to customers. If the decoder is reported as 'Faulty' within this period the company :will replace the item for free and transfer the warranty to the new item. iI.e., if thea decoder is replaced on the 13th month afterfollowing the purchase, the new decoder will be within Warrantycovered by the warranty for another 11 months.
Solution
User Process • Create a new Subscription - Sell a new DecoderThe decoders added on every new subscription created via 'New Subscription' jobs will automatically get subscription and sell a decoder
The warranty is applied, only if the decoder is sold (directly or indirectly) and not if Rented Installed Items. • Customer with faulty decoder
When a customer with a faulty decoder calls to report a fault on their bought decoder, malfunction the user will: Raise a Service Request
Create a Swap Subscription Installed Item Job On adding the Installed Item installed item on the Jobjob, the System system will require a Coverage Reasoncoverage reason.◘
On completing the Job job the System system will:•
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Charging for the replacement of a physical good
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Business Requirement Company ZX wants to provide a 24-month Warranty to decoder products bought by its customers. The Warranty will cover the replacement of the product free of charge if it is faulty, but the customer will have to pay for the new item if the damage is identified as intentional. In both cases, the new item should get a renewed 24 month warranty policy. If the decoder is replaced due to intentional damage, then Companywarranty on decoders sold to customers. Faulty decoders should be replaced for free. If the customer caused the damage, the customer will be required to pay for the replacement. In either case, the new item will be issued a renewed 24-month warranty. If the customer caused the damage, then the ZX process is as follows:
Solution Configuration
User Process Create a new Subscription - Sell a new DecoderThe decoders added on every new Subscription created via New Subscription Jobs, will automatically get a Warranty subscription through a job and sell a decoder
Customer requires Decoder Swap due to broken decoder to be swapped with a new one When a customer requests a replacement decoder and the agent identifies that the damage has been intentional then:Raise Service Requestwas caused by the customer the user will: Raise a Service Requestservice request (for the ccustomercustomer)
Create Swap Subscription Installed Item Job Create a swapa 'Swap subscription installed item' job .On adding the installed item on the job, the system will require a coverage reason.
On completing the job the system will:
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Glossary
| CRM.COM Term | Definition | |
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| Physical Good | A tangible commodity which is offered to customersitem that is provided to the customer, such as camerasa camera, decoders or magazines. In most cases, the customer has exclusive ownership of the purchased good. Physical Goods can be Traceable or Non-Traceable.decoder or magazine (generally with exclusive ownership); can be traceable or non-traceable. | |
| Installed Item / Traceable Physical Good | A Physical goods physical good that can be traced through a unique identifier which is , usually a serial number. | Installed Item|
| Installed Items are instances of traceable physical goods. | Warehouse | A location location where physical goods are stored before they are distributed or returned. |
| Job | A small project initiated by the operator for customers, involving the delivery and billing of services, products, and activities. Customer requests and orders, such as that for a new subscription, can be initiated and registered through a job. | |
| Job Fulfillment Scope | Determine whether An indication of what the job (type) is for creating a general purpose task, for creating trying to achieve, for example, create a new subscription, modify an existing one, or for managing existing onesaccomplish a general-purpose task. |
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