Warranty Claim
A Warranty Claim is raised when a customer requests free repairs or service for an item that is covered under its warranty period or an active Annual Maintenance Contract (AMC).
It helps organizations record customer issues, verify warranty eligibility using the item’s Serial Number, monitor repair progress, and maintain complete service history.
How to Access Warranty Claim
Go to:
Home > Support > Warranty > Warranty Claim
Prerequisites
Before creating a Warranty Claim, ensure the following records are available:
- Customer
- Serial Number
- Item
1. Create a Warranty Claim
Follow these steps to create a new Warranty Claim:
- Open the Warranty Claim list and click New.
- Select the Customer.
- Select the Serial Number of the item.
- The system automatically retrieves the item’s warranty or AMC details.
- Enter a description of the issue.
- You can also upload supporting images and create tables if required.
- Save the document.
Selecting the Serial Number automatically determines whether the item is currently under Warranty or AMC.
2. Warranty Claim Status
Every newly created Warranty Claim is assigned the Open status by default.
The status can later be updated as work progresses.
- Open — The claim has been created.
- Work In Progress — Repair or servicing is currently underway.
- Closed — The issue has been resolved successfully.
- Cancelled — The claim is invalid or has been cancelled.
The Issue Date is automatically populated with the current date but can be modified if required.
3. Features
3.1 Item and Warranty Details
Once a Serial Number is selected, ERPNext automatically retrieves the associated item information.
The following item details are fetched:
- Item Code
- Item Name
- Item Description
The system also retrieves warranty and AMC information, including:
- Warranty / AMC Status
- Warranty Expiry Date
- AMC Expiry Date
The Warranty / AMC Status can display one of the following:
- Under Warranty
- Out of Warranty
- Under AMC
- Out of AMC
You can manually change the status to “Out of Warranty” or “Out of AMC” if the warranty becomes void due to misuse or tampering.
3.2 Resolution Details
After the repair work is completed, the resolution information can be recorded.
- Resolution Date — Automatically populated when the claim is marked as Closed. This field remains editable.
- Resolved By — Select the ERPNext User who completed the repair.
- Resolved Details — Record the repair notes, upload images, or include formatted tables.
Resolution details help maintain a complete service history for future reference.
3.3 Customer Details
Selecting a customer automatically retrieves related customer information.
The following information is populated automatically:
- Customer Name
- Contact Person
- Territory
- Customer Group
- Customer Address
If service needs to be performed at another location, you can specify a separate Service Address.
3.4 More Information
The More Information section stores additional administrative details.
- Company — Automatically selected based on the current company.
- Raised By — Name of the individual who reported the issue.
- From Company — Name of the customer’s organization.
If an on-site visit is required, you can directly create a Maintenance Visit from the Warranty Claim.
Summary
- Create Warranty Claims using the Customer and Serial Number.
- Automatically verify warranty or AMC eligibility.
- Track repair progress using claim statuses.
- Maintain complete warranty, customer, and resolution information.
- Record repair outcomes and create Maintenance Visits when required.
