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Working with Warranty Policies on Sold Goods

CRM.COM enables its users to provide Warranties to traceable Physical Goods sold to their customers based on configured Warranty Policies The process is automatic (no user interaction is required) and takes place when adding the Physical Good as sold to a /wiki/spaces/WIP/pages/10008551 of any Type. 

If in the future the customer must replace the Physical Good, a Job of Type 'Swap Subscription Installed Item' must be used (only Physical Goods that are provided on Subscriptions can be swapped). The System considers the Warranty Policies that apply on the existing Physical Good and determines whether or not 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 to the new one.

Validations & Restrictions

Checking Coverage of Existing Traceable Physical Good when Swapping

The following steps describe how to check whether a Physical Good to be swapped is under Warranty, and if so, 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 described at Managing Jobs.
   AFFECTED PRODUCTS

   1. Specify the Affected Physical Good:
      If the Warranty still covers the Physical Good then the following related information is made available.

      1. Warranty Policy: Displays the name of the Warranty of the Good. 
         Click on the link to view the applied Warranty.
      2. Warranty Expiration Date: Displays the date on which the Warranty of the Good 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 will not be charged
            

2. Proceed with providing the rest of the information required to save the Job as explained under Managing Jobs.

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

When Swapping a Physical Good the System must determine the Warranty Policy of the new Good.  The Warranty Policy depends on the Replacement under Coverage Policy applicable for the specified Coverage Reason of the existing Physical Good under Warranty.

Replacement under Coverage Policy is a field available for each Coverage Reason, whose setting affects the Warranty Policy on the new Physical Good.  

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 Good.
• Apply New Warranty
  • 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.

The diagram below displays how the Warranty Policy on the existing Installed Item (II) affects the Warranty on the new item, during a Swap Installed Item Job Type.

Identifying from which Warehouse the item will be removed

Each time a Physical Good is swapped the System must determine the Warehouses that Goods will be moved to and from, based on Configuring Inventory Management Definitions and the Warranty coverage.

The following diagrams display the Warehouses that Installed Items will be moved to and from, depending on whether or not they are Covered by a 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 not include Coverage
• Warranty on existing item has expired
• No Warranty exists