With this process, you can process warranty cases in the service order from order processing for Vehicle Sales and Service (VSS) and generate warranty claims. You can monitor the status of warranty claim processing using the relevant VSS order.

Prerequisites

For the vehicle and the part, you have defined possible warranties in Customizing for VSS under Service > Warranty, as well as in the Processing of Warranty Master Data transaction, using the Criteria Technique.
For the vehicle, you have assigned the vehicle warranties in the vehicle master record and defined a start date.
To copy VSS-specific data to warranty claims, you have made the changes described in Customizing for VSS under Service > Warranty > Business Add-Ins (BAdIs) > Warranty Documentation.

Process

Depending on the settings you make in Customizing, the process flow may be as follows:

You create a VSS order with one of the following order types:
- Service Workshop (workshop order)
- Service Workshop (Warranty) (warranty order)

Note

To execute warranties for parts orders, use the order type Service Workshop 2000 without vehicle and split, or the order type Service Workshop (Warranty) 2001 without vehicle.

The system finds the possible warranties that have been defined in the system.

2. Depending on the order type, proceed as follows:

Workshop order

In a dialog box, you select the warranty that is to be used for this order, or do not transfer any warranties.

Warranty order

In a dialog box, you select the warranty that is to be used for this order.

The warranty is thereby defined at header level on the basis of the warranty category. On the tab page for the split, you can change the warranty category for each split order.

3. Enter the required data at header, job, and item level.

4. If you have created a workshop or parts order, split the total amount or a partial amount between one or more guarantors as the bill-to parties by means of an order split. For this purpose, choose the order type Service Workshop (Warranty).

On the basis of the warranty category, the system automatically finds the relevant car manufacturer as the bill-to party of the split order.

5. On the tab page for the warranty, enter the data relevant for the warranty. In the subscreen for the warranty item data, you can define items as damage-causing, as secondary defective parts, or as parts to be returned to the reimburser. The system adopts these settings in the warranty claim. In accordance with the Customizing settings, the action Change Item (Warranty) (ITEM_WTY_CHANGE) checks that not too many items are selected as causing damage.

6. Once you have released the order, you can generate a warranty claim. The system generates the warranty claim for the warranty data. The claim adopts the values from the split. The warranty-relevant split acquires the status Warranty Claim Created (CLAIM_CREATE).

The system transfers the warranty claim to Warranty Claim Processing (LO-WTY).

Note

Before you release the order, you can simulate a warranty claim to check whether all data that is relevant for the warranty is available in the system. You can find the result of the simulation in the action log.

The warranty claims are further processed in Warranty Claim Processing (LO-WTY):

You send the warranty claim to the reimburser.
Once you have received the reimburser's response, you record it in a new version with the transaction Edit Warranty Claim (WTY). Through the action Post and Change VSS Order Status (DBM2), the system checks whether there is a difference between the amount claimed and the amount reimbursed.

Without difference

The system posts the version received in FI. The revenue from the warranty is posted directly to the internal order of the warranty-relevant split. The system posts the costs to the internal order of the warranty-relevant split with a percentage in accordance with the split distribution from the internal order of the order header.
The warranty-relevant split acquires the status Claim Split Reimbursed (CLAIM_REIMBURSED) and Close Order (ORD_CLOSE).

With difference:

The system does not post the version received immediately in FI, but initially sets the Difference Between Claim and Reimbursement (CLAIM_DIFFERENCE) indicator in the warranty-relevant split of the VSS order.
You call up the Split for Difference Warranty Claim (CLAIM_DIFF_SPLIT) event in the VSS order (transaction /DBE/Order02), with which you then reduce the warranty-relevant split. Depending on the order type you choose, the system either charges the negative difference to the customer (order type Service Workshop 2000 or Service Workshop (Warranty) 2001) or posts them internally (order type Service Workshop Internal 4000). You create a new warranty-relevant split for the difference. The system posts the revenue from the warranty and the cost portions from the internal order of the order header to the internal order of the warranty-relevant split. The warranty-relevant split acquires the status Claim Split Reimbursed (CLAIM_REIMBURSED) and Close Order (ORD_CLOSE).

You can also still post costs to the split of the order header after creation of the warranty claim, which means that you can create the warranty claim before the goods issue for parts is posted or before confirmation of the working times.

Note

In cases where the reimburser rejects the warranty claim due to incorrect information and it is required to update the VSS order, then you can create a custom rejection action of type “ Interlinking Action” which triggers action DBE1 “Allow relevant claim updates in the VSS Order”, DBE1 action will set the warranty claim creation status as “B” and thus you will be able to amend the requested information in the VSS order (i.e. item QTY). Once the changes are performed in the VSS order, you can resubmit the claim from the warranty case screen and the changes will be synchronized to the warranty claim via a new claim version.

Result

In Warranty Claim Processing (LO-WTY), continue to process the warranty claim until it is complete. You can monitor the status of warranty claim processing in the associated VSS order.

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