AVAILABLE FROM CRM.COM R9.0.0

What does this section cover?

Providing Installed Item Warranty on Sold Goods

CRM.COM allows you to provide warranty policies to Physical Goods (traceable) sold 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:

• Coverage Reason defined on the existing installed item will dictate whether the new item will be charge 
• Replacement under Coverage Policy defined on the existing installed item will dictate the warranty period of the new installed item
  Both of the above attributes are defined in the Warranty Policies
  
  

Validations & Restrictions

Warranty Policies on Selling a New Traceable Physical Good

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

1. The system will:
   1. Set the warranty policy on the installed item
   2. Set the warehouse issue date equal to the date that the physical good was moved out of the warehouse 
   3. Set the warranty coverage period, based on the warehouse issue date and the related warranty's duration.
      The Warranty Remaining Duration is set to empty

Warranty Policies on Swapping an Existing Traceable Physical Good

On swapping a Physical Good (via Jobs) the system is responsible for 2 decisions

1. Whether the existing Physical Good is Under Coverage and it will be replaced for free 
2. Whether the Warranty Policy:
   1. On the existing physical good will be transferred to the new physical good 
   2. No warranty policy will be applied to the new physical good
   3. A new warranty policy will be applied to the new physical good

Checking Coverage of Existing Traceable Physical Good

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 coverage reason is set. The value can either be Yes or No
         This will affect the billing of the new physical good. If Covered is set to No then the new Physical Good will be billed
         If Covered is set to Yes then the new Physical Good it will not be billed
         

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

Transferring Warranty Policy to new Traceable 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

1. The warranty policy is set to empty
2. The warranty remaining duration is set to empty
3. The warehouse issue date is set equal to the date that the item was moved out of the warehouse
   
   

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 an installed item is being swapped the system will need to decide from and to which warehouses, items 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.

Covered By Warranty Warehouse Movements

• Covered By Warranty:  Coverage Reason Includes Coverage

Not Covered by Warranty Warehouse Movements

Not Covered By Warranty: 

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