Custom Warranty Processing Solution

Solution Details

The warranty record for each part/unit is created at the customer invoicing stage, after the order has been shipped. Once the customer invoice is posted in the system, a warranty form is automatically generated from the invoice information. The warranty information is pulled into the form from customer and sales order information, or entered manually, thereby creating a warranty record in the system.

Receival and Processing

1. Customer sends a warranty claim via web entry
2. The claim is received and entered into the system through a custom Warranty Claim Form
3. The claim is reviewed, and a decision is made:

• Reject and email an explanation
• Grant customer with internal credit
• Process a return

4. In the case of return, a tracking return number is generated and sent to a customer via an integration with the Epicor Return Merchandise Authorization (RMA) functionality
5. Once return is received, the part/unit is assessed, and a decision is made:

• Approved for repair or replacement
• Denied with reasoning

6. Internal tracking of resources used for the repair or replacement is enabled through a custom credit log, which generates an internal invoice with a credit number

This solution can be tailored to your specific business requirements and integrated with other platforms outside of Epicor upon request.