How do I handle a warranty replacement?
When a customer returns an item for warranty reasons, a new task should be created.
Before you begin, check whether the product's serial number is registered in the system and confirm whether it was purchased from your store or a different location.
To create a warranty job:
- Create a new task - click here to learn how to do this.
- Ensure the task type is set to Warranty (or create a new task type called Warranty by clicking the pencil icon).
- Add the product being returned into the Customer products section.
- Add the replacement product into the Invoice product entry section at the bottom of the task entry page.
- Tick the Warranty free checkbox to set the charge value to zero.
- (Optional) Add any additional items to be charged to the customer e.g. labour or materials used in the service.
From here, you can do any of the following as you require based on your own workflow:
- Link the job to a quote
- Change the job status e.g. "Sent to supplier"
- Upload photos and documents
- Print labels
- Print the job sheet
- Send SMS messages to update your customer about the job status
- Record service notes and actions taken
- Log timesheets
Once the job is completed, create an invoice to commit stock adjustments for any replacement products used, and to charge the customer if there is a charge.
Watch a quick video on creating a warranty:
