PANTHEON™ Help

 Toc
 PANTHEON Help - Welcome
[Collapse]PANTHEON
 [Collapse]Guides for PANTHEON
  [Collapse]Guide for PANTHEON
   [Expand]Settings
   [Expand]Orders
   [Expand]Goods
   [Expand]Manufacturing
   [Expand]POS
   [Collapse]Service
     Service Claim Processing
    [Expand]Receiving to Service
    [Expand]Issue from Service
    [Expand]Service Order
    [Expand]Claim Report
     Billing Adjustment
     Valuation in the Service Module
     Defects
   [Expand]Financials
   [Expand]Personnel
   [Expand]Analytics
   [Expand]Desktop
   [Expand]Help
   [Expand]Messages and Warnings
   [Expand]Additional programs
   [Expand]Old products
  [Expand]Guide for PANTHEON Retail
  [Expand]Guide for PANTHEON Vet
  [Expand]Guide for PANTHEON Farming
 [Collapse]User Manuals for PANTHEON
  [Expand]User Manual for PANTHEON
  [Expand]User Manual for PANTHEON Retail
  [Expand]User manual for PANTHEON Vet
  [Expand]User Manual for PANTHEON Farming
[Collapse]PANTHEON Web
 [Collapse]Guides for PANTHEON Web
  [Expand]Guide for PANTHEON Web Light
  [Expand]Guide for PANTHEON Web Terminal
  [Expand]Guide for PANTHEON Web Legal
  [Expand]Old products Archive
 [Collapse]User Manuals for PANTHEON Web
  [Expand]Getting started PANTHEON Web
  [Expand]User Manual for PANTHEON Web Light
  [Expand]User Manual for PANTHEON Web Terminal
  [Expand]User Manual for PANTHEON Web Legal
  [Expand]Old products Archive
[Collapse]PANTHEON Granules
 [Collapse]Guides for PANTHEON Granules
  [Expand]Personnel Granule
  [Expand]Travel Orders Granule
  [Expand]Documents and Tasks Granule
  [Expand]Dashboard Granule
  [Expand]B2B Orders Granule
  [Expand]Field Service Granule
  [Expand]Fixed Assets Inventory Granule
  [Expand]Warehouse Inventory Granule
 [Collapse]User Manuals for PANTHEON Granules
  [Expand]Getting started
  [Expand]Personnel Granule
  [Expand]Travel Orders Granule
  [Expand]Documents and Tasks Granule
  [Expand]B2B Orders Granule
  [Expand]Dashboard Granule
  [Expand]Field Service Granule
  [Expand]Fixed Assets Inventory Granule
  [Expand]Warehouse Inventory Granule
  [Expand]Archive
[Expand]User Site

Load Time: 390.6256 ms
"
  1078 | 1385 | 336433 | Updated
Label

Service Claim Processing

Service Claim Processing

Service Claim Processing

010381.gif010411.gif010382.gif010383.gif

A typical service claim goes like this:

56039.png

  1. A damaged item is received by the customer and is placed into the service warehouse. Determine whether the item is still under warranty (repairs are free) or not (repairs are charged).
  2. The item is repaired or replaced. If it is replaced, a replacement item must be available at the service warehouse (usually it is transferred from the main warehouse to the service warehouse).
  3. The repaired or replaced item is returned to the customer.
  4. If the damaged item is still under warranty by the supplier, issue it to the supplier.
  5. The item repaired or returned by the supplier is received at the service warehouse.
000001.gif The main difference between service issues and receipts and normal issue and receipts is that in service documents only one piece can be put into each line, even for identical items.

This is due to the nature of service operations, as several identical items brought to repairs don't necessarily have the same defect. Also, a more detailed documentation is produced this way.

 

There are a number of other possibilities when it comes to solving claims.

Replacement from Main Warehouse

It may occur that your service warehouse does not have a replacement item in stock, but the main warehouse does. An inter-warehouse transfer is needed.

56047.png

 

Step Doc. type Item Note
1 130 broken A broken item is received from the customer. The item can be replaced, but a replacement is not available at the service warehouse.
We owe the customer an item.
2 200 intact A replacement item is transferred from the main warehouse to the service warehouse.
3 330 intact The replacement item is returned to the customer (the intact one transferred from the main warehouse).
Now we have one broken item at the service warehouse in excess, but we're one intact item short at the main warehouse.
Noting is owed to the customer.
4 340 broken The broken item is sent from the service warehouse to the supplier for repairs/replacement.
The supplier owes us an item.
5 140 intact The supplier repairs/replaces the item and returns it to the service warehouse.
The supplier owes us nothing.
6 210 intact The returned item is transferred from the service warehouse to the main warehouse. The stock at both warehouses is as it was at the start.
000001.gif Issues and receipts in the Service modules must always be balanced. This means:
- every item received from a customer must be returned;
- every item sent back to a supplier must be returned.
Otherwise records will not be accurate and you won't be able to tell which claims are closed and which aren't.

Replacement to Customer, Credit Note from Supplier

A second possibility is that the supplier is not able to repair or replace the damaged item, but gives you a credit note. In the example below, there is insufficient stock at the service warehouse (to make the example more complex).

56048.png

 

Step Doc. Type Item Note
1 130 broken A broken item is received from the customer. The item can be replaced, but a replacement is not available at the service warehouse.
We owe the customer an item.
2 200 intact A replacement item is transferred from the main warehouse to the service warehouse.
3 330 intact The replacement item is returned to the customer (the intact one transferred from the main warehouse).
Now we have one broken item at the service warehouse in excess, but we're one intact item short at the main warehouse.
Noting is owed to the customer.
4 340 broken The broken item is sent from the service warehouse to the supplier for repairs/replacement.
The supplier owes us an item.
5 140 broken The supplier tells us that he is not able to repair or replace the item, and issues us a credit note.
The broken item is received back to the service warehouse (in the books only). The supplier no longer owes us an item (from step 4), but still the credit note.
6 210 broken The "virtual" broken item is returned to the main warehouse to close the removal from step 2.
The main warehouse now has one broken item.
7 170 When we receive a credit note from the supplier, the "virtual" broken item is issued to the supplier.

 

000001.gif The supplier's credit note must be recorded as an received item with negative quantity and positive price.

Supplier issues credit note without receiving any items for repairs or replacement

The supplier might grant you a credit note without you returning any items.

56049.png

 

Step Doc. Type Item Note
1 130 broken A broken item is received from the customer. The item can be replaced, but a replacement is not available at the service warehouse.
We owe the customer an item.
2 200 intact A replacement item is transferred from the main warehouse to the service warehouse.
3 330 intact The replacement item is returned to the customer (the intact one transferred from the main warehouse).
Now we have one broken item at the service warehouse in excess, but we're one intact item short at the main warehouse.
Noting is owed to the customer.
4 170 When we receive a credit note from the supplier, a  "virtual" item is received at the main warehouse.
5 3K0 broken The broken item can now be written off from the service warehouse.

 

000001.gif The supplier's credit note must be recorded as an received item with negative quantity and positive price.

Customer receives credit note instead of replacement

If you are not able to replace the customer's item (e.g. warranty is void or the supplier offers no replacements), you have to issue the customer a credit note.

56050.png

Step Doc. Type Item Note
1 130 broken A broken item is received from the customer. The item can be replaced, but a replacement is not available at the service warehouse.
We owe the customer an item.
2 330 broken We issue the broken item back to the customer (either physically or in the books only) to close the claim.
3 370 We issue the customer a credit note in the value of the broken item.
000001.gif A credit note is done by issuing an item with zero quantity and negative amount. The document type used for that (370 in the example) must have the option Allow Qty = 0, Value <> 0 enabled.


 

Rate this topic
Was this topic usefull?
Comments
Comment will also bo visible in forum!