Warranty Management (User Guide)

Warranty Management permissions typically include:

• View: Access warranty information and claims lists
• Create: Create warranty receipt processes, warranty records, and claims
• Edit: Update warranty dates, claim details, and workflow progress
• Delete: Delete claims/process entries when allowed by policy

Recommended roles:

• Warranty Admin: full create/edit + settings access
• Warranty Agent: create/edit claims + process steps
• Read-only: view-only for finance / management review

1) Enable module

• Ensure Warranty Management is enabled and staff permissions are assigned.

2) Define warranty receipt processes

• Go to: Warranty Management → Settings → Warranty Receipt Process
• Create receipt processes for each relevant product group
• Add workflow steps:
• Process name
• Order number
• Person in charge
• Estimated time
• Description (optional)
• Attachments (optional)

3) Configure prefixes (optional)

• Go to: Warranty Management → Settings → Prefix Number
• Set claim code / record numbering preferences

4) Portal visibility (optional)

• If you want customers to access warranty records:
• Enable “display on portal” option (if your deployment uses it)
• Confirm customer portal navigation includes Warranties

### Workflow 1: Register warranty information
Use this when a product is sold/delivered and you want traceable coverage.

Steps:

1. Warranty Management → Warranty Information
2. Choose the customer
3. Choose the covered product / item
4. Set:

• Warranty start date
• Warranty end date (or warranty period)

1. Save the warranty record

Tips:

• Standardize how you calculate start/end dates across product groups.
• If inventory/warehouse integration is enabled, you can link warranty to delivery details.

### Workflow 2: Create a warranty claim
Steps:

1. Warranty Management → Warranty Claim Information → Add
2. Select customer
3. Select invoice/item under warranty (or the warranty record)
4. Select the appropriate receipt process (filtered by product group)
5. Confirm claim code and initial details
6. Save the claim

### Workflow 3: Process the claim through steps
From the claim detail page:

1. Open the claim detail
2. Work through steps in order:

• Mark step Start working
• Mark Pause when blocked
• Mark Done when completed

1. Attach evidence/files to steps if needed
2. Add an activity log entry for key actions and decisions

Best practice:

• Treat the activity log as your “audit trail”. Add notes for diagnosis, approvals, or customer communications.

### Workflow 4: Close the claim
A claim should be closed when:

• all steps are done, OR
• it is cancelled (policy decision)

Before closing:

• Confirm attachments and evidence are stored
• Confirm customer-facing status is correct (if portal enabled)

Common reporting views include:

• Warranty Information table:
• Customer, product, start date, end date, expiration status
• Warranty Claims table:
• Claim code, customer, status, assigned responsibility
• Claim detail timeline:
• logs + actions + attachments
• Time tracking per step:
• useful for SLA measurement and workload planning

### I can’t see the Warranty Management menu

• Confirm staff role has Warranty Management View permission.
• Confirm module is enabled.

### I can’t select an item/invoice in the claim form

• Ensure the customer has eligible invoices/items under warranty.
• Ensure warranty records exist or invoices are “paid/approved” per your policy.

### Warranty end date is wrong

• Verify warranty period logic is consistent.
• Update the warranty record (edit) and recheck linked claim.

### Customers can’t see warranty records in portal

• Confirm portal visibility option is enabled.
• Confirm customer portal navigation includes the Warranties link.
• Confirm the customer is logged in as the correct account/contact.

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✅ Acceptance

docs/user-guide/150-warranties.md matches the same structure as your other “full” guides.