The Warranty Claims Process

An overview of the warranty claims process in ServiceLink.

Introduction

The following article will describe how to handle warranty claims in Texada ServiceLink, including how to review work order warranty segments, add and resolve held ups, and finalize claims.

Step-by-Step Process

1. Warranty in the Service Pipeline: The main view in ServiceLink reflects the Warranty Claims Pipeline (fig. 2) with any “defected” work orders shown at the different work order stages, from WIP (Work in Progress) to Finalizing, Corrections, Closed, and Invoiced. Each stage is further categorized into "No Warranty" and "Warranty".
   
   If a work order has been “defected” (warranty held up added) it will appear under the column marked with the red circle icon of each status (fig. 1).
                                                      Fig. 1. The Service Pipeline.
   
                                             Fig. 2. The Warranty Claims Pipeline.
2. Colored Hyperlinks: The colored boxes on the Warranty Claims Pipeline (fig. 2) are hyperlinks. Clicking on them provides a detailed list of segments (work orders) in that status.
3. Reviewing Work Order Details: By using the hyperlinks, the warranty department can review the details of each work order warranty segment to ensure all necessary data for filing a claim is present.
4. Defecting Work Orders: If the data is insufficient, the warranty department can "defect" the work order back to the service department by adding a warranty held up, found at the bottom on the Warranty tab of the work order (fig. 3). This moves the work order to the red “HLD” column on the Warranty Claims Pipeline, indicating it was defected (fig. 2). On the Service Pipeline (fig. 1), this increments the work order count under the appropriate column with the red circle icon , indicating it has a warranty held up and needs attention.
   
                                                  Fig. 3. Adding a Warranty held up.
5. Resolving Defects: The service department, upon resolving the issues raised on the work order segment, checks the “Resolved” checkbox in the Warranty Held Up window (fig.3). This moves the work order back to the green check column on the Service Pipeline (fig. 1) and it reappears in the yellow hyperlink box on the Warranty Claims Pipeline (fig. 2), ready for further processing by the warranty department.
   
   Note that once a warranty held up has been resolved, the work order will always remain in the yellow column in the Warranty Claims Pipeline.
6. Creating Claims in DBS: Once the data is sufficient and the work order can be invoiced, the claim is created in DBS (Dealer Business System), and a claim number is obtained. The segment warranty status changes to "Invoiced Partially Claimed”.
   1. Writing the Claim Story: Some dealers write the claim story in SVL and transmit it to DBS, while others do it directly in DBS.
7. Claim Progress and Settlement: After all claims are written, the segment is manually moved to "Invoiced - Fully Claimed - Claims in Progress" in ServiceLink (fig. 4). Once a settlement is visible in the DBS Settlement File, the segment moves to "Fully Claimed - Settled Waiting Closure". 
   
                                          Fig. 4. Marking a segment as fully claimed.
8. Finalizing the Claim: The warranty analyst reviews and accepts the settlements, and the segment is manually moved to "Fully Claimed - And Settled" in ServiceLink (fig. 4), marking the completion of the warranty claim process.