Operations • Module glossary
This glossary explains common words and fields you’ll see when using Warranty Center in XFatora.
Also known as: Warranty Management
What it is: Claim approval is the decision to accept a warranty claim and proceed with service.
When you use it: Use approvals to control cost and apply policy consistently.
Example: Claims above a certain value require manager approval.
Common fields (and what they mean):
Related terms: Eligibility, Audit Trail
What it is: Claim rejection is refusing a warranty request due to ineligibility (expired, misuse, missing proof).
When you use it: Use clear rejection reasons to reduce conflict and to guide next steps (paid repair, replacement offer).
Example: Warranty is expired; you offer a paid repair option instead.
Common fields (and what they mean):
Related terms: Eligibility, Customer Communication
What it is: Coverage defines what the warranty includes (parts, labor, replacements) and exclusions.
When you use it: Use coverage rules to make decisions quickly and fairly.
Example: Warranty covers parts and labor but excludes physical damage.
Common fields (and what they mean):
Related terms: Warranty, Policy
What it is: Eligibility means whether a product qualifies for warranty service (within period, correct use, valid proof).
When you use it: Use eligibility checks to ensure consistent decisions and avoid unnecessary cost.
Example: Claim is eligible because product is within 12 months and has valid serial number.
Common fields (and what they mean):
Related terms: Warranty Period, Warranty Claim
What it is: Parts and labor are the two main cost components of warranty service.
When you use it: Use tracking to understand warranty cost and improve product quality over time.
Example: You see labor time increasing on a product line, indicating a design issue.
Common fields (and what they mean):
Related terms: Repair Order, Manufacturing KPIs
What it is: Proof of purchase is documentation showing when and where the product was bought (invoice, receipt).
When you use it: Use it to validate warranty start date and customer ownership.
Example: Customer uploads invoice PDF as proof of purchase.
Common fields (and what they mean):
Related terms: Customer, Invoice
What it is: A repair order is the instruction to repair a returned product and track the work performed.
When you use it: Use repair orders to manage technician tasks and parts usage.
Example: A technician replaces a faulty component and records time and parts used.
Common fields (and what they mean):
Related terms: Work Order, Inventory, Service Ticket
What it is: Replacement is providing a new or refurbished item instead of repairing the original product.
When you use it: Use replacement when repair is not economical or when policy requires replacement.
Example: A device cannot be repaired, so it’s replaced with a new unit under warranty.
Common fields (and what they mean):
Related terms: Inventory, Warranty Claim
What it is: RMA (Return Merchandise Authorization) is a reference number and process for returning a product for service.
When you use it: Use RMA to track returned items and prevent lost hardware in transit.
Example: You issue an RMA number before the customer ships the product back.
Common fields (and what they mean):
Related terms: Returns, Logistics, Warranty Claim
What it is: A service ticket is the internal record used to handle warranty service steps (diagnosis, repair, updates).
When you use it: Use it to coordinate between support, technicians, and customer communication.
Example: Support creates a ticket and assigns it to the technician team.
Common fields (and what they mean):
Related terms: Support Desk, Warranty Claim
What it is: Turnaround time is how long it takes from claim submission to final resolution.
When you use it: Use it to improve service experience and set expectations.
Example: Your target is 5 days; current average is 7 days—workflow improvements are needed.
Common fields (and what they mean):
Related terms: SLA, Warranty Reporting
What it is: A warranty is the promise to repair, replace, or service a product for a defined period under certain conditions.
When you use it: Use warranty tracking to protect customer trust and control service costs.
Example: A customer buys equipment with 12‑month warranty coverage.
Common fields (and what they mean):
Related terms: Warranty Claim, Serial Number, Service Request
What it is: A warranty claim is a customer request for repair or replacement under warranty terms.
When you use it: Use claims to organize the process from submission to resolution.
Example: Customer reports a defect and submits a claim with proof of purchase.
Common fields (and what they mean):
Related terms: Service Ticket, Repair Order, RMA
What it is: Warranty period is the time window when warranty coverage is valid.
When you use it: Use it to decide whether a claim is eligible for free repair/replacement.
Example: A claim is rejected because the warranty expired last month.
Common fields (and what they mean):
Related terms: Warranty, Eligibility
What it is: Warranty reporting summarizes claims volume, reasons, costs, and turnaround time.
When you use it: Use reports to reduce future claims and improve customer satisfaction.
Example: Reports show top failure reasons by product model.
Common fields (and what they mean):
Related terms: Goals Tracker, Quality Check
What it is: Warranty status shows whether a product is within coverage and claim conditions.
When you use it: Use status to quickly answer: “Is this eligible?”
Example: Status shows “Active” until the warranty end date.
Common fields (and what they mean):
Related terms: Warranty Period, Eligibility
