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Warranty claims

For the helpdesk team

Warranty claims

Section titled “Warranty claims”

Warranty claims

When a device breaks during its warranty window, the warranty claims surface tracks the back-and-forth with the vendor so you know who you’re chasing, what they’ve promised, and when the replacement landed.

What’s on a claim

Section titled “What’s on a claim”
  • Reference — your internal claim ref. Auto-assigned.
  • Vendor reference — the case number the vendor gave you. Update once you have it.
  • Asset — the broken item. Pulled from the register.
  • Supplier — usually the supplier you originally bought from, sometimes the manufacturer. Pre-filled from the asset’s purchase row when present.
  • Owner — internal staff member running the claim.
  • Reported on — when the issue was reported (often before you contacted the vendor).
  • Submitted on — when you opened the case with the vendor.
  • Resolved on — when the case closed.
  • Status — draft, submitted, acknowledged, in repair, returned, replaced, rejected, closed.
  • Issue description — what’s wrong.
  • Replacement asset — link to the new asset in the register (created when replacement lands).

The flow

Section titled “The flow”
draft → submitted → acknowledged → in_repair → returned
                                            ↘ replaced
                                            ↘ rejected
                                            ↘ closed
  1. Asset breaks. Open the claim — status starts as draft, reported_on is set.
  2. You contact the vendor and open a case. Set vendor_reference, transition to submitted — stamps submitted_on.
  3. Vendor acknowledges — transition to acknowledged. Device goes in for repair — transition to in repair.
  4. Device returns repaired — transition to returned. Device is replaced — add the new asset to the register, then transition to replaced and link the replacement asset. Vendor refuses the claim — transition to rejected.
  5. Any terminal state (returned, replaced, rejected, closed) stamps resolved_on.

Use the Transition button on each row to move the status. The claim’s age in days updates live and is the metric you care about for chasing.

When not to raise a claim

Section titled “When not to raise a claim”
  • Asset is out of warranty — raise a PO for replacement instead.
  • User damaged the asset (drop, liquid) — raise an incident and consider whether insurance applies.
  • It’s a software bug — file a vendor support ticket but not a warranty claim.

Gotchas

Section titled “Gotchas”
  • The original asset isn’t auto-retired when the claim resolves. If the broken unit went back to the vendor, retire it manually in the asset register. If it came back repaired, leave it active.
  • Replacement asset is a hard link. If the replacement is itself replaced under a second claim, link the second claim to the first replacement.
  • Vendor reference is free-text. If you have multiple cases per claim, list them comma-separated.
Section titled “Related”