Warranty requests
The warranty requests provide a tool for the adjustment of indirect sales within the installed base and the warranty contracts.
These warranty requests represent the computerised translation of the receipt of a warranty voucher, sent by the customer.
Prerequisite
Refer to documentation Implementation
Screen management
The different components of a warranty voucher are entered in a single tab.
Header
Chrono
This field is by default associated with an automatically functioning sequence number counter. Consequently, the user should not normally concern him/herself with its contents.
By default, the Warranty requests code will be composed of a sequence number of 15 characters generated automatically.
Site
This field is used to enter the site code for which the warranty voucher is entered.
| Site (field FCY) |
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This field contains the code of the site where the warranty coupon is registered. |
| Sequence no. (field RQWNUM) |
Tab Warranty request
Benefiting customer
This field is used to indicate the customer code which identifies the installed base mentioned in the warranty voucher.
Installation site
This field is used to specify the installation site for the installed base mentioned in the warranty voucher.
Contact
This field is used to enter the identify of the individual that has either the warranty voucher or uses the item.
Installed base used
Product
This field is used to indicate the product reference for the installed base declared by the final user.
Reseller
This field is used to indicate the reseller or sales outlet from which the user has made the acquisition of the goods.
Serial no.
This field is used to control the serial number (STOSER table) and the stock status report for the customer base selected.
For a product managed with serial numbers, its unique identifying code must be entered in order to ensure the traceability of the product.
Different controls are carried out by the system, in order to warn the user if no link has been found between either the management of the stocks or in the customer base. Two different selections are proposed in order to avoid this type of situation :
- A selection on the basis of the contents of the customer installed base.
- A selection on the basis of the contents of the stock.
Quantity
This field is used to enter the quantity used by the final user. If the product is managed with serial numbers, the quantity cannot be greater than one.
Purchase date
This field contains the acquisition date of the installed base by the final user.
Purchase price
This field contains the acquisition price of the installed base by the final user.
Purchase currency
This field contains the purchase price currency of the installed base.
Brand title
This field is used to enter the commercial brand of the installed base used by the final customer.
This is a multi-use field where the object is set up via the general setup MACBRAUSE. This setup determines the text that will replace by default the Brand, everywhere where it will be used in the application. It is also possible to enter a brand or to recover one by default, from amongst those declared in miscellaneous table 408 : Brand.
Location / notes
This field is used to indicate the location specified in the installation of the goods Thus, in the case of an intervention at the site (maintenance or repair) by a technician, he/she will be able to verify if the equipment has not been relocated by the customer. In certain contracts, the relocation of the goods by the customer can be an exclusion clause for the warranty or the maintenance.
This field applies specifically to high volume goods.
Request entered the / by
These fields contain the date and time of the creation of the warranty request as well as the user that has created the request. By default, this information is initialized by the current date, the time, the surname and name of the user connected to the folder.
Certain automatic processes for the update of the customer base can be implemented as a function of the sales movement carried out :
- The sales orders
- The sales and loan shipments
- The sales and loans invoices
- The sales and loan returns
- The warranty requests
The integration mechanisms are different according to the movements concerned :
- A direct customer, a reseller or a wholesaler
- A product managed or not by serial number
- A product benefiting from a warranty
- A normal or loan shipment
- A product accumulating purchase credits (tokens)
The different automatic processes are summarized below. Several situations can be distinguished linked to the sales movement type as well as the target population.
Automatic process linked to normal sales shipments
Target population : directs customer
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Confirmation of a shipment |
Creation of a warranty request |
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Installed base creation |
Voucher printing |
Warranty creation |
Installed base creation |
Installed base update |
Warranty creation |
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Installed base managed in serial no. with warranty |
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Installed base NOT managed in serial no. with warranty |
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Installed base managed in serial no. WITHOUT warranty |
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Installed base NOT managed in serial no. WITHOUT warranty |
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Automatic process linked to sales shipments
Target population : the resellers or wholesalers
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Confirmation of a shipment |
Creation of a warranty request |
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Installed base creation |
Voucher printing |
Warranty creation |
Installed base creation |
Installed base update |
Warranty creation |
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Installed base managed in serial no. with warranty |
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Installed base NOT managed in serial no. with warranty |
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Installed base managed in serial no. WITHOUT warranty |
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Installed base NOT managed in serial no. WITHOUT warranty |
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Automatic process linked to sales returns
Target population : all
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Sales returns |
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Add an installation history |
New current installation |
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Installed base managed with serial no. Status of stock for returned goods : A |
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Installed base managed with serial no. Status of stock for returned goods : Q, R |
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Installed base NOT manage with serial no. |
Manual modification. Usage of the Installed base menu to access the installed base filtered on the customer |
Manual modification. Usage of the Installed base menu to access the installed base filtered on the customer |
Automatic process linked to loan shipments
Target population: all
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Confirmation of a loan shipment |
Loan return |
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Installed base creation |
Voucher printing |
Warranty creation |
Deletion of the installed base |
Add an installation history |
New current installation |
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Installed base managed with serial no. Status of stock for returned goods : A |
X |
X |
In stock |
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Installed base managed with serial no. Status of stock for returned goods : Q, R |
X |
X |
Rejected |
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Installed based not managed with serial no. |
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Automatic process linked to loan invoices
Target population: directs customer
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Validation of a loan invoice |
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Installed base deletion |
Installed base split |
Add an installation history |
New current installation |
Voucher printing |
Warranty creation |
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Installed base managed in serial no. WITH warranty |
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Installed base NOT managed in serial no. WITH warranty |
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Installed base managed in serial no. WITHOUT warranty |
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Installed base NOT managed in serial no. WITHOUT warranty |
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Automatic process linked to loan invoices
Target population: the resellers or wholesalers
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Installed base record type |
Validation of a loan invoice |
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Installed base deletion |
Installed base split |
Add an installation history |
New current installation |
Voucher printing |
Warranty creation |
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Installed base managed in serial no. WITH warranty |
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Installed base NOT managed in serial no. WITH warranty |
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Installed base managed in serial no. WITHOUT warranty |
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Installed base NOT managed in serial no. WITHOUT warranty |
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Customer
| Customer (field BPC) |
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This field is used to enter the customer code which identifies the installed base mentioned in the warranty voucher. |
| Installation site (field BPAADD) |
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This field is used to indicate the installation address for the customer base noted in the warranty coupon. |
| Contact (relationship) (field CCN) |
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This field is used to enter the identity of an individual who has either returned the warranty coupon or uses the declared customer base. |
| field CCNCLA |
Grid Installed base used
| Product (field ITMREF) |
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This column is used to indicate the product reference for the customer base declared by the final user. |
| Reseller (field RSL) |
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This field is used to indicate the reseller or sales outlet from which the user has made the acquisition of the goods. |
| Serial number (field MACSERNUM) |
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If the declared products is managed with serial numbers, its unique identifier must therefore be entered in order to ensure the traceability for the life of the product. Different controls are carried out by the system in order to warn the user if no correspondence has been found either in the stock management or in the customer installed base. Two different selections are proposed in order to avoid this type of situation : - A selection on the basis of the contents of the customer installed base. - A selection on the basis of the contents of the stock. In the case where a large number of warranty coupons concerning the same type of product must be entered, it is possible to request an automatic pre-loading of the lines. A contextual menu "Pre-loading of the lines" is used to indicate the number of lines to be generated in the base for the selected line. It then remains only to enter the serial number for each of the generated lines. |
| Quantity (field QTY) |
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This field is used to indicate the quantity of a single product declared by the final user. If the product is managed with serial numbers, the quantity cannot be greater than one. |
| Purchase date (field MACBPCDAT) |
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This field indicates the date at which the installed base has been acquired by the end user. |
| Purchase price (field MACBPCPRI) |
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This field contains the acquisition price of the installed base by the final user. It indicates the ex-tax amount negotiated for the acquisition of the equipment. This field is important notably in the case of a second hand product. In this case, the amount results always from a negotiation. In addition it is used in the case of numerous reinstallations of the same equipment, with a measure of progressive depreciation. |
| Purchase currency (field MACBPCCUR) |
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This field contains the currency that is used to value the purchase price of the installed customer base. |
| field MACBRA |
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This field is used to save the commercial brand of a product. |
| Localization / comments (field PLE) |
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This field indicates the precise location where the equipment is installed. In the case of an intervention at the site (maintenance or repair) by a technician, he/she is able to verify if the equipment has not been relocated by the customer. In certain contracts, the relocation of equipment by the customer can be an exclusion clause in the warranty or maintenance. This field applies specifically to high volume goods. |
Source
| Validation date (field CFMDAT) |
| Validation time (field CREHOU) |
| Validated by (field FULNAMUSR) |
| Date created (field CREDAT) |
| Time created (field CFMHOU) |
| Created by (field CFMUSRCLA) |
| Product notes |
Menu Bar
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Basis |
This button gives access to the generated installed base, following the validation of the warranty request. |
Error messages
In addition to the generic error messages, the following messages can appear during the entry :
This product reference represents a service contract. Entry rejected.
This message appears when the product code entered is used in a service contract.
Warning. This serial number does not exist in the installed base file.
This message appears when the serial number does not belong to the selected product reference. It is then necessary to enter a serial number exists for the product code.