Warranty returns

Check in a device that's back under its repair warranty as a free, top-priority warranty return, and settle the claim.

When a repaired device comes back with a problem while its repair is still covered, check it in as a warranty return. Its services are free, it goes straight to the top of the queue, and it stays linked to the repair it's claiming against.

How OnSite knows it's covered

Each repaired device is covered for a number of days from when it was marked ready for pickup. Owners and managers set the store's warranty days in Service order settings, and a service in the price book can have its own. Only the device's most recent finished repair is covered.

You can see the cover in three places:

At check-in, the device shows Under warranty when you pick it.
On the original repair's Warranty tab: Covered until and the date.
On the customer's device page, which shows the date and how many days are left.

Check in a warranty return

Start a check-in and choose the customer.
Pick the device. A banner says This device is under warranty, with the original order and the date it's covered until.
Select Make it a warranty return. The banner changes to Warranty return: covered.
Describe what's wrong and tick the services. They show as free.
Finish the check-in as usual. The priority is locked to Top priority.

You can also start from the original repair: open its Warranty tab and select Open a warranty claim.

When the warranty return is created, a note goes on the original repair and its technician gets a notification.

Note: If the device isn't covered any more, OnSite won't create it as a warranty return. Select Not a warranty return and check it in as a normal repair.

Customers can start a claim themselves

From the device page their label's QR code opens, a customer can select Start a warranty claim while the repair is covered. They confirm a code texted to the phone on file and describe the problem. OnSite creates the warranty return, assigns it to the original technician, and notifies the counter. A note on it says the device isn't in the store yet. The customer is told to bring it in with the order number.

Settle the claim

Every warranty return carries a claim that starts as Requested. Once you know whose fault it is:

Open the warranty return and go to its Warranty tab.
Choose Approved when the fault is the earlier repair's, so it counts against that repair. Choose Not Approved when it isn't.

The answer is noted on both orders.

Find warranty returns

The Warranty claims tab on Service orders lists warranty returns, and its count shows how many claims are still Requested.
The Filters drawer has a Warranty return option.
Cards and rows show a warranty tag, and the order header links back to the original repair.
The original repair's Warranty tab lists every claim against it.