Warranty claims
Submit warranty line items from orders to the manufacturer, record the decision, settle and analyse warranty and goodwill costs
→ Open warranty claims in SimpliServ
When you repair under warranty, the manufacturer pays instead of the customer. SimpliServ separates these line items in the order via the cost bearer, collects them as a warranty claim, tracks the manufacturer's decision and settles the accepted amounts with them.
Cost bearer in the order
Every line item of an order has the field Cost bearer:
| Cost bearer | Who pays | On the customer invoice |
|---|---|---|
| Customer | the customer | yes |
| Warranty | the manufacturer, via a warranty claim | no |
| Goodwill | your business (goodwill) | no |
| Internal | your business (internal work) | no |
| Insurance | an insurer, via an insurance case | no |
An order status can suggest a cost bearer, which is then preselected for new line items.
Create a claim from the order
As soon as an order contains warranty, goodwill, internal or insurance line items, the detail page shows the Warranty & cost bearer card:
| Action | When | What happens |
|---|---|---|
| Create warranty claim | at least one warranty line item, permission Warranty claims → Manage | Choose manufacturer and Manufacturer reference; the warranty line items are taken over as a draft |
| Close without invoice | all line items warranty, goodwill or internal, permission Orders → Edit | The order is closed without a zero-value invoice; with a manufacturer a claim is created right away |
| Create insurance case | insurance line items, permission Third-party payers → Manage | Creates an insurance case |
Work on a claim
Clicking a claim (in the list or in the order card) opens the side panel with line items, amounts and settlement document.
Add details
Enter the Manufacturer reference (e.g. the claim number in the manufacturer portal) and notes, then Save details.
Submit
In the draft click Submit. The status changes to Submitted. A draft can still be deleted.
Record the decision
When the manufacturer replies, record the Manufacturer decision in the Accepted amount field and click Save decision. If it is lower than claimed, the claim is Partially accepted; the difference is written off on settlement. For a rejection enter the reason and click Reject.
A rejected claim can be passed on with Bill the customer: SimpliServ creates a draft invoice to the customer (permissions Warranty claims → Manage and Invoices → Create).
Statuses
| Status | Meaning |
|---|---|
| Draft | created, not yet with the manufacturer |
| Submitted | submitted, decision pending |
| Accepted / Partially accepted | ready to settle |
| Rejected | the manufacturer won't pay |
| Settled | settled by invoice or credit note |
| Written off | amount written off |
Settle with the manufacturer
Select claims
In the Claims tab select the accepted claims of one manufacturer and choose Settle. Claims that aren't accepted are skipped.
Choose the type
- Create invoice: draft invoice to the manufacturer with the accepted amounts
- Credit note received: the manufacturer settled by credit note; enter the Credit note number, date and the document (PDF or photo)
Settle
Confirm with Settle. The claims are then Settled, the Settlement column links the document.
Settling needs the permissions Warranty claims → Manage and Invoices → Create.
Reports
| Tab | Content |
|---|---|
| Claims | all claims with manufacturer, Order, status, Claimed and Accepted |
| Aging | submitted and accepted claims not yet settled, by age bucket (not due to over 90 days) |
| Costs | warranty, goodwill and internal costs per month, cost bearer and brand for a chosen year: parts cost (purchase), labour hours and labour cost |
Labour costs only appear if an internal hourly rate is set in the settings. In open items a badge marks documents that have warranty claims.
Related topics
- Orders — record line items and cost bearers
- Invoices — finish the invoice to the manufacturer or customer
- Open items — keep track of open receivables
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