Creating Warranty Claims

This chapter describes how to create warranty claims in our ERP solution. It is divided into the following sections:

• Warranty Claim Data
• Creating Warranty Claims Based on Service Orders (default)
• Creating Warranty Claims for Sub-Dealers
• Warranty Claim Statistics
• Filtered Field View for Warranty Claims
• 'John Deere Warranty Claim Details' FastTab
• Adding Media Files to a Warranty Claim
  • Deleting Media Files from a Warranty Claim
• Creating an Invoice from a Warranty Claim
• Creating a Credit Memo from a Warranty Claim
• Archiving Warranty Claims
• Deleting Warranty Claims
• Exporting Items from Warranty Claim Lines into Shopping Baskets
• Importing Items into Warranty Claim Lines from Shopping Baskets

Warranty Claim Data

Warranty claims consist of the following FastTabs and FactBoxes:

FastTabs

FactBoxes

Creating Warranty Claims Based on Service Orders (default)

This method of warranty claim creation is recommended, as most required information can be taken from the service order and service worksheet. In addition, it simplifies reporting and accounting processes.

Important

Before creating a warranty claim, make sure that the following conditions are met:

• Regarding the service item manufacturer, a vendor is set up in the Manufacturers table which has the Warranty Vendor checkbox selected.
• Regarding the service order, an order type is selected which has the Warranty checkbox selected. The only exception are special allowance warranty cases.
• All required service work has been finished, as an already created warranty claim will not be updated automatically when information is updated in the corresponding service order.

To create a warranty claim for John Deere from service orders, please proceed as follows:

• Use the quick search (ALT+Q) to find the Service Orders page.
• Open the service order from which you want to create a warranty claim, or click on New in the menu bar to create a new service order.
  Information about creating a service order can be found here.
• In the General FastTab, navigate to the Order Type field, and select the service order type to be used for the warranty claim (Warranty checkbox must be selected in the Order Types table.)
• In the Lines FastTab:
  • Add the service item the service is made for, if it was not added automatically.
  • Click on the Line > Worksheet button to open the worksheet. Fill the worksheet as per the information in the List of Service Item Worksheets chapter.

• In the Lines FastTab, click on the Line > Create Warranty Claim button to create the corresponding warranty claim.
• Confirm the dialog window with Yes to open the warranty claim. From now on, you can open the warranty claim from the service order at any time by clicking on Line > Open Warranty Claim in the Lines FastTab.
• All information from the General and Lines FastTabs are copied to the warranty claim as well as the information from the Operator Complaint, Fault Comments, and Resolution Comments FactBoxes.
• Fill in the fields in the General FastTab according to the following table:

• Navigate to the Claim Statistics FastTab. It shows the specific amounts handled in the warranty claim and is used for information purpose.
• Optional Adjust the value in the Deductible Amount (excl. VAT) field as needed.
• Navigate to the Warranty Claim Lines FastTab.
• Click on Create Claim Lines in the menu bar to copy the service lines from the FastTabs below (including Unit Price and Line Amount).
  • If only one of the Service Lines and Posted Service Lines FastTabs contains lines, the lines from this FastTab are copied.
  • If both the Service Lines and Posted Service Lines FastTabs contain lines, only the lines from the Service Lines FastTab are copied.

• Make all necessary adjustments (edit, delete, add) to the lines. Please consider that all lines available in this FastTab are part of the final warranty claim including all printouts, and that adjustments do not affect service lines, only warranty lines.

Tip

• Users have the possibility to delete and create lines to account for John Deere's warranty claim requirements.
  To change lines in the Warranty Claim Lines FastTab, click on Manage > Create Claim Lines to add the service order lines from the service order, Manage > New Line to create a new line, or Manage > Delete Line to delete an existing line.
• In case multiple labor resource lines with the same Work Type Code and Unit of Measure values are available, they are accumulated per Work Order Type value in the warranty claim after transfer from the service order.
  The accumulated resource lines are named by the LaborResourceNo parameter defined in the Warranty Interface setup.

• Optional Edit the Dealer Contribution, Manufacturer Contribution, and/or Customer Contribution values for analysis purposes.
• When all information is complete (mandatory fields, John Deere Warranty Claim Details FastTab, Operator Complaint, Fault Comments, and Resolution Comments FactBoxes), submit them to JD WAPS via the Actions > Send to John Deere button in the menu bar of the warranty claim. The Status value is changed from Open to New, i.e., the claim was submitted to and created in JD WAPS. It is not yet finally submitted to John Deere.

You have successfully created and released a warranty claim. The warranty claim is now available in the Service History of the service item, as long as it is linked to the warranty claim. The service history can be opened by clicking on Home > Show Service History in the menu bar of the Service Item Card. To make changes to a released warranty claim, click on Reopen in the menu bar of the warranty claim card.

Note

The Warranty Claim Card page has two different Failure Part fields: one from the underlying John Deere DBS 365 development and one specifically developed for John Deere DBS 365 with a different functionality. In order not to confuse users, the fields are used as follows:

• When the service item manufacturer in the warranty claim is John Deere (General > Manufacturer = JD), the General > Failure Part field from John Deere DBS 365 is hidden and not editable.
  • When the John Deere Warranty Claim Details > Failure Part field from John Deere DBS 365 is filled, the hidden Failure Part field from John Deere DBS 365 is automatically filled in the background as well. This is a prerequisite for using the Print Used Parts Information Label report.
  • When the John Deere Warranty Claim Details > Failure Part field from John Deere DBS 365 was already filled in the service order, the hidden Failure Part field from John Deere DBS 365 is automatically filled with that value in the background upon creation of the warranty claim.
• When the service item manufacturer in the warranty claim is not John Deere, only the General > Failure Part field from John Deere DBS 365 is shown, and the John Deere Warranty Claim Details FastTab including the Failure Part field from John Deere DBS 365 is hidden and not filled.

Information about archiving finished warranty claims is available in the Archiving Warranty Claims section.

Creating Warranty Claims for Sub-Dealers

You can create warranty claims without a corresponding service order, e.g. if warranty claims must be created for sub-dealers / B dealers. This is necessary if the sub-dealer performed service work, but the main dealer must create and issue the warranty claim, as only the main dealer is authorized by the manufacturer to submit warranty claims.

To create a warranty claim for a sub-dealer, please proceed as follows:

• Use the quick search (ALT+Q) to find the Warranty Claims page.
• Click on New in the menu bar to create a new warranty claim.
• Fill in the fields in the General FastTab according to the following table:

• Navigate to the Warranty Claim Lines FastTab.
• Enter the lines required for the warranty claim by clicking into an empty line or by clicking on New Line in the menu bar of the FastTab.
• Make all necessary adjustments (edit, delete, add) to the lines. Please consider that all lines available in this FastTab are part of the final warranty claim including all printouts.
• Optional Edit the Dealer Contribution, Manufacturer Contribution, and/or Customer Contribution values for analysis purposes.
• When all information is complete (mandatory fields, John Deere Warranty Claim Details FastTab, Operator Complaint, Fault Comments, and Resolution Comments FactBoxes), submit them to JD WAPS via the Actions > Send to John Deere button in the menu bar of the warranty claim. The Status value is changed from Open to New, i.e., the claim was submitted to and created in JD WAPS. It is not yet finally submitted to John Deere.

You have successfully created and released a warranty claim for a sub-dealer. To make changes to a released warranty claim, click on Reopen in the menu bar of the warranty claim card. Information about archiving finished warranty claims is available in the Archiving Warranty Claims section.

Warranty Claim Statistics

The Claim Statistics FastTab in (archived) warranty claims shows numerous fields for customer, dealer, and manufacturer contribution, total and delta amounts, charges, etc. The fields are automatically filled from the Warranty Credit Memo Header staging table and calculated upon releasing the warranty claim. The proposed contribution fields must be edited manually and are submitted to John Deere together with the claim.

It is possible to check balances for the current warranty claim, so dealers can see how much they charged to the customer, how much they received from John Deere and how much is left for them to either pay or receive. The customer, manufacturer, and dealer balance values can be tracked below the Balance header in the Claim Statistics FastTab of warranty claims.

In order to see all deductible amounts that already have been charged to the customer in a specific warranty claim, check the Charged to Customer for Warranty Claim and Charged to Customer for Service Order fields under the Deductible Amounts header of the Claim Statistics FastTab of warranty claims.

The Charged to Customer for Warranty Claim field is calculated by summing up the linked deductible invoice documents for the present warranty claim. The Charged to Customer for Service Order field on the other hand, also reflects any other warranty claim that is linked in the service order or service item lines. This is necessary, because deductibles need to be issued only once per service order, not per warranty claim. If the two amounts are not matching, users can find out, if the deductible was maybe invoiced by a different warranty claim from the same service order.

Filtered Field View for Warranty Claims

A filtered Warranty Claim page is available showing selected and mandatory fields depending on the John Deere warranty claim type. This way, warranty managers know which fields actually have to be or can be filled in a warranty claim by showing only the fields per General > Claim Type value that can actually be sent to JD WAPS. Thus, no unnecessary fields have to be filled eliminating one source of error and leading to faster warranty claim creation.

The related filtering options can be set up in the Warranty Field Requirements table. When initializing the JD Warranty Interface, a warranty filter set is already predefined based on usual John Deere processes. All lines with the Mandatory checkbox selected must be filled when selecting the corresponding JD Claim Type value in a warranty claim.

If the JD Claim Type value is left empty, the corresponding field is displayed (and mandatory, if the Mandatory checkbox is selected) for each warranty claim type by default.

When trying to release the warranty claim with mandatory fields not filled, the Error Messages dialog with missing values is displayed showing the user which mandatory fields still need a value.

'John Deere Warranty Claim Details' FastTab

It is possible to create a new warranty claim without a parent service order and having the John Deere Warranty Claim Details FastTab automatically filled. When the John Deere Manufacturer value is set up correctly to use JOHN DEERE on the John Deere Setup page, then clicking on the New button on the Warranty Claims page, and finally selecting a John Deere service item, the John Deere Warranty Claim Details FastTab is filled. When changing the service item afterwards to another manufacturer, the claim information is purged, and the FastTab is hidden.

Content handling in the John Deere Warranty Claim Details FastTab of warranty claims is now extended to further processes. The following changes are made to the John Deere Warranty Claim Details FastTab triggered by below situations:

• New entries are created in the John Deere Warranty Claim Details FastTab:
  • after creating new service item lines with Type = Order, manual warranty claim creation, and via the Copy Document functionality
  • after creating a new warranty claim without any relation to the service document, but with relation to a posted service invoice
• Modifications to existing entries in the John Deere Warranty Claim Details FastTab are made when:
  • filling the Warranty Claim No. field after creating the warranty claim with relation to a service order
    clearing the Warranty Claim No. field after deleting the warranty claim with relation to a service order
  • updating the Service Document Type, Service Document No., or Service Item Line No. column after posting a service order
  • updating the Dealer No. field in the John Deere Warranty Claim Details FastTab
• Existing entries are deleted in the John Deere Warranty Claim Details FastTab:
  • after deleting service item lines with Type = Order without relation to a warranty claim
  • after deleting a warranty claim without relation to a service order

The Work Order No. value is now automatically prefilled with the Service Order No. value when creating new warranty claims. This saves time and prevents errors when matching the claim to the actual service order. If the warranty claim is created out of a posted document, the original service order number is used as well for this field.

Adding Media Files to a Warranty Claim

You can store media files in a warranty claim. This is useful to send damage reports or pictures alongside the warranty claim to the manufacturer.

To add media files to a warranty claim, please proceed as follows:

• Use the quick search (ALT+Q) to find the Warranty Claims page.
• Open the desired warranty claim or click on New in the menu bar to create a new warranty claim.
• Navigate to the Media Files FastTab.
• Click on Upload file in the menu bar.
• Upload the desired file using drag & drop or via the explorer.
• Your changes are saved automatically and the file is added to the Media Files FastTab.

You have successfully added a media file to a warranty claim. In order to view stored files, click into the desired line in the Media Files FastTab, then click on Download in the menu bar of the FastTab.

Deleting Media Files from a Warranty Claim

You can delete media files that have been added to a warranty claim, e.g. because they are irrelevant for the claim.

To delete a media file from a warranty claim, please proceed as follows:

• Use the quick search (ALT+Q) to find the Warranty Claims page.
• Open the desired warranty claim or click on New in the menu bar to create a new warranty claim.
• Navigate to the Media Files FastTab.
• Click into the line of the media file you want to delete, then click on Delete Line in the menu bar of the FastTab.
• Confirm the dialog with OK.

You have successfully deleted a media file from a warranty claim.

Creating an Invoice from a Warranty Claim

You can create an invoice from a warranty claim. To do so, the warranty claim must be released. To create an invoice from a warranty claim, please proceed as follows:

• Use the quick search (ALT+Q) to find the Warranty Claims page.
• Open the warranty claim from which you want to create an invoice.
• Click on Create Invoice in the menu bar.
  • If the warranty claim is based on the service order of a customer, click on Create Customer Invoice to create a service invoice.
  • If the warranty claim was created for a sub-dealer, click on Create Vendor Invoice to create an invoice for the manufacturer. (Only required for self-billing purposes.)
• Continue in accordance with internal processes to finish the invoice creation.

Note

If the Use Resources in Documents checkbox has been selected during Warranty Setup, available lines from the Service Lines or Warranty Claim Lines FastTab (if no Service Lines exist) will be automatically copied into the Lines FastTab of the document:

• Lines with Resources for Labour are accumulated to a single Labour line.
• Lines with Resources for Parts are inserted individually as resource lines.
• Lines with Resources for Misc. are accumulated to a single Miscellaneous line.

You have successfully created an invoice from a warranty claim. You can now view created invoiced by clicking on Show Linked Documents in the menu bar of the warranty claim, then selecting the corresponding document.

Creating a Credit Memo from a Warranty Claim

You can also create a credit memo from a warranty claim. To do so, the warranty claim must be released. To create a credit memo from a warranty claim, please proceed as follows:

Note

If the Use Resources in Documents checkbox has been selected during the creation of warranty claim types, available lines from the Service Lines or Warranty Claim Lines FastTab (if no Service Lines exist) will be automatically copied into the Lines FastTab of the document:

• Lines with Resources for Labour are accumulated to a single Labour line.
• Lines with Resources for Parts are inserted individually as resource lines.
• Lines with Resources for Misc. are accumulated to a single Miscellaneous line.

• Use the quick search (ALT+Q) to find the Warranty Claims page.
• Open the warranty claim from which you want to create a credit memo.
• Click on Create Credit Memo > Create Customer Credit Memo in the menu bar. The General, Lines, Invoicing and Shipping FastTabs as well as the Fault Comments and Resolution Comments FactBoxes will be filled in automatically by the system based on the information in the corresponding service invoice, but can be edited as needed.
• Continue in accordance with internal processes to finish the credit memo creation.

You have successfully created a credit memo from a warranty claim. You can now view created credit memos by clicking on Show Linked Documents in the menu bar of the warranty claim, then selecting the corresponding document. You can find more information about credit memos under Service Credit Memos.

Archiving Warranty Claims

You can archive completed warranty claims. In doing so, they will be transferred from the Warranty Claims page to the Archived Warranty Claims List. To archive a warranty claim, please proceed as follows:

• Use the quick search (ALT+Q) to find the Warranty Claims page.
• Open the warranty claim you want to archive.

• Click on Archive > Archive Warranty Claim in the menu bar of the warranty claim card.

You have successfully archived a warranty claim and can access it from the Archived Warranty Claims List page from now on. Archived warranty claims can no longer be edited, this includes stored media files and FactBoxes.

Reopening archived Warranty Claims

In case an archived warranty claim should be reopened to make changes, click on the Restore Warranty Claim button. In this case, all parameters and FactBoxes of the warranty claim are restored, and the warranty claim is removed from the Archived Warranty Claims List page, and it is available in the Warranty Claims table again.

Showing the Service History

In order to see the service history of a service item in an archived warranty claim, click on the Show Service History button on the Archived Warranty Claim Card or Archived Warranty Claims List pages, if a Service Item No. value is available.

Deleting Warranty Claims

You can delete warranty claims, e.g. If they are no longer needed. To delete a warranty claim, please proceed as follows:

• Use the quick search (ALT+Q) to find the Warranty Claims page.
• Open the warranty claim you want to delete.
• Click on the garbage can icon at the top of the screen.
• Click OK to confirm.

You have successfully deleted a warranty claim.

Exporting Items from Warranty Claim Lines into Shopping Baskets

Users can export an item shopping basket from warranty claim lines using CSV or TXT files to be imported into a manufacturer portal.

Please proceed as follows to export items from warranty claim lines into a shopping basket:

• Define a shopping basket setup as per the instructions in the Shopping Baskets section.
• Use the quick search (ALT+Q) to find the Warranty Claims page.
• Open the warranty claim which you want to export the shopping basket CSV or TXT file from
• Click on Actions > Shopping Basket > Export Shopping Basket in the menu bar.
• On the Shopping Basket Setup window, select the shopping basket setup defined for the CSV or TXT file to export.
• Enter a shopping basket text in the Shopping Basket Free Text window. It will be available in the export file.
• Select the directory where to download the export file, and confirm by clicking on Save.

You successfully exported item lines from a warranty claim into a shopping basket to send to and import in a manufacturer portal.

Importing Items into Warranty Claim Lines from Shopping Baskets

Users can import an item shopping basket from a manufacturer portal into warranty claim lines using CSV or TXT files.

Please proceed as follows to import items from shopping baskets into warranty claim lines:

• Define a shopping basket setup as per the instructions in the Shopping Baskets section.
• Use the quick search (ALT+Q) to find the Warranty Claims page.
• Open the warranty claim which you want to import the shopping basket CSV file for.
• Click on Actions > Shopping Basket > Import Shopping Basket in the menu bar.
• In the Shopping Basket Setup window, select the shopping basket setup defined for the CSV file to import.
• Select and upload the file via the Select File window.
• After import, the lines from the CSV file are added to the Warranty Claim Lines FastTab.

You successfully imported item lines into a warranty claim from a shopping basket.