Back to Warranty Policies Main Page
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Understand the usage of Warranty Policies within CRM.COM | Red | |
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Table of Contents
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What are Warranty Policies?
A Warranty Policy defines how physical goods Physical Goods bought by customers can be replaced, free of charge, within a specific period of time after the purchase.
Multiple warranty policies can be defined and be active at the same time. Each warranty policy defines the traceable goods or product types or brands or families which can be covered and the period during which the physical goods will be covered after their purchase. They are applicable only for traceable physical goods which are sold to customers - ether directly or indirectly - within CRM.COM (through Jobs).
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Warranty Policies are applicable only for sold traceable physical goods that are provided on subscriptions. |
Glossary of key terms
Warranties are provided based on configured Warranty Policies that provide the rules that the Warranty follows. Warranty Policies establish the Physical Goods covered by the Warranty, the period following their purchase for which the Warranty is valid, and the cases in which the Warranty offers a free replacement. Warranties are then automatically applied by the System on the Physical Good during the sale. As there can be multiple Warranty Policies in effect applicable to a Physical Good, the latest Warranty Policy set up in the System is the one applied.
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Warranties are only offered for Physical Goods that are either directly or indirectly sold. i.e. Rented Installed Items do not have any Warranty. |
Warranty Policies Glossary
| Term | Description | ||
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Warranty Policy | Simply this is the definition of the policy on how a set of traceable goods are covered by warrantyWarranty. | ||
| Coverage | The term that indicates whether Whether a traceable item is under warrantyWarranty, or in other words, covered by a specific warranty policyWarranty Policy. | ||
| Physical Good under Warranty | Indicates that the physical good has a valid Warranty Policy with remaining coverage periodPhysical Good is still under Warranty. | ||
| Physical Good out of Warranty | Indicates that the physical good Physical Good does not have a warranty policy or if a warranty policy exists, then Warranty or that its coverage period has expired. | ||
| Coverage Reason | Indicates the reason a physical good which is under warranty is required to be changed. According to the reason the system decides if the The reason for the replacement request of a Physical Good under Warranty, which the System uses to determine whether or not the replacement will be free of charge or not. | ||
| Replacement Coverage Policy | On changing a physical good which is under warranty, the Replacement Under Coverage Policy will determine whether the warranty policy Determines whether or not the Warranty of a replaced Physical Good will be transferred to the new physical good, or notone, or whether a new oneWarranty will be applied. | Warranty Remaining Duration | On changing a physical good which is under warranty, if the warranty policy is carried over to the new item then the Warranty Remaining Duration represents the time left till the warranty period is over. The period is calculated based on the date that the warranty policy was applied on the old physical good and the coverage period defined on the warranty policy. Note that this is only applicable when warranty policies are carried over from one physical good to another Replacement Coverage Policy is defined per Coverage Reason on a Warranty Policy, therefore it is the Coverage Reason selected that determines what happens with the Warranty of the new item. |
| Warranty Remaining Duration | The time left before the Warranty runs out after being carried over to a replaced Physical Good. |
Warranty Policies Key Processes and Concepts
| Processes / Concept | Description | |
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| Automatic determination of Warranty coverage | At The System applies the Warranty Policy automatically at the point of order and sale (through CRM.COM Jobs) the system will apply the Warranty Policy automatically. If more than one policy Policy can cover the physical goodPhysical Good, then the most recently created (most recent valid from date) policy one is applied. | |
| Checking Warranty coverage of physical goods | When a physical good requires replacement then the agent can check whether the physical goodPhysical Goods | By raising a Service Request, agents can check whether a Physical Good requiring replacement is still covered by warranty as well as if its replacement a Warranty and if there will be free of charge, a charge for its replacement (depending on the cause of damage, via raising a Service Request. |
| Transferring Warranty coverage between physical goodsPhysical Goods | Define Determines whether a good that replaces a defective good carries over replacement Good benefits from the remaining warranty Warranty time or resets for the whole warrantygets a new Warranty. | |
| Billing of replaced physical goods Physical Goods with Warranty coverage | On replacing a physical good under warranty, decision on the billing (bill new physical good or replace for free) is automatically determined, based on the coverage reason that the good needs to be replaced, which is The decision on whether a new Physical Good replaced under Warranty should be billed or not is undertaken automatically based on the Coverage Reason selected by the agent. Note:Coverage reasons are configurable. | |
| Moving damaged replaced physical goods Physical Goods to specific warehouses | Sold physical goods under warranty, that Physical Goods which are replaced for free , of charge under Warranty are returned back to one of your company's warehouses. (As opposed to damaged sold physical goods a company Warehouse, while damaged Physical Goods that are not replaced for free , which remain to at the customer's location). Physical goods Goods are returned to different warehouses, based on whether Warehouses depending on who made the initial sale was done by your (company or a partner). | |
| Warranty Policy Management Tools | Dashboards and a report are available to Report offer an overall picture of warranties provided by your companyoverview of Warranty Policies:
In addition for For each Installed Item with warranty Warranty coverage, a Printout is also available that can be printed directly from the item's page. |
Access & Viewing Controls
Network Characteristics define the level of access for each record. i.e. Whether whether it will be available for selection, for viewing or editing etc.
| Entity | Network Characteristic | Description |
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Warranty Policies | Controlled Selection Entities | A warranty policy Warranty Policy can be applied on a physical good, Physical Good only if the user User adding the physical good on the Job belongs Physical Good on the Job belongs to one of the Organisational units Units added in the Allowed Organisational Units (AOU) of the warranty policyWarranty Policy, or a collaboration exists between his unit their Unit and the AOU of the warranty policyWarranty Policy, or is a superuserSuper User. |
| Warranty Coverage Reasons | Global Viewing Entities | Warranty coverage reasons Coverage Reasons have no access restrictions. They can be viewed and selected by all logged in usersUsers. |
Warranty Policies Related Modules
| Entity | Interaction of Warranty Policies with Entity | How |
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| Installed Items | The Installed Items are the traceable physical goods Physical Goods that the Warranty Policies Warranties are applied to when added or swapped via Jobs. | |
| Jobs | Warranty Policies Warranties are applied automatically by the system on physical goods at order taking (through a Job).On swapping a damaged physical good under warranty that has been sold to the customer, System on Physical Goods when orders are made through Jobs, based on configured Warranty Policies Jobs for Swapping Subscription Physical Goods are used to determine the coverage of the physical good and replace it accordinglydamaged Physical Goods sold to the customer and replaced under Warranty. | |
| Service Requests | Raise Service Request Requests on damaged physical goods and check whether they are under warranty coveragePhysical Goods are raised to check Warranty Coverage. | |
| Inventory Management | Allows you Used to specify the warehouses where damaged physical goods under warranty and replaced for free will be returnedPhysical Goods under Warranty that are replaced free of charge should be returned. | |
| Reports | Reports specifically Reportsspecifically developed for warranties, such as a report to provide Warranties, providing the number of physical goods Physical Goods that have been sold and are under warranty Warranty or their warranty whose Warranty has expired. | |
| Dashboards | Dashboards specifically Dashboardsspecifically developed for warranties, such as Dashboards to provide Warranties, providing information on raised Service Requests or Jobs for swapping physical goodsPhysical Goods. |
Warranty Policies - Business Examples
The following section provides business examples to help you understand on how the CRM.COM Warranty Policies module is used.
Apply Warranty to replace damaged
physical goods for freePhysical Goods free of charge
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Business Requirement Company ZX would like wants to provide a 24-month Warranty period for 24 months to decoder products that have been bought by its customers.
CRM.COM Solution
Set up the following Coverage Reasons
• Warranty Policies Set up
24 months New Sales Warranty | ||||
Name | Description | |||
| Name | 24 MONTH DECODER WARRANTY - CARRY OVER | |||
| Life cycle state | Effective | |||
| Validity | Always Valid | |||
| Duration | 24 months | |||
| Coverage Reasoning |
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| Physical Goods Covered | Product Type = Decoders |
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More Information on Specific modules can be found at: |
Replace physical good
on the Warranty. |
Replace Physical Good and charge for its replacement
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Business Requirement Company ZX would like wants to provide a 24-month Warranty period to decoder products that have been bought by its customers for 24 months. The warranty Warranty will cover the full replacement of the product for free in case that free of charge if it is faulty, however if the damage is identified as intentional then the but the customer will need have to pay for the new item if the damage is identified as intentional. In both cases, the new item should get a new warranty policy whose warranty period will start from the beginning. (i.e. for another 24 months)renewed 24 month Warranty Policy.
CRM.COM Solution Configuration•
Set up the following Coverage Reasons
• Warranty Policies Set up 1 Warranty Policy with the following attributes 24 months New Sales Warranty
• Job Types Set up 2 Job Types
User Process • Create a new Subscription - Sell a new Decoder For The decoders added on every new Subscription created via New Subscriptions Jobs, any decoders added on a subscriptionSubscription Jobs, will automatically get a warranty Warranty that will expire expires 24 months after their removal from the warehouse (i.e. on the day of the addition.) The Warranty is applied only if the decoder is sold (directly or indirectly). The Warranty is not applied for Rented Installed Items)
. • Customer requires Decoder Swap due to broken decoder When a customer requires to swap his requests a replacement decoder and the agent identifies that the damage has been intentional then: Raise Service Request Create Swap Subscription Installed Item Job • Transfer the new item to the customer.
Note | More Information on Specific modules can be found at: . |
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