Explaining the Process Steps and Business Roles for Warranty Claim Management - Customer Claim Processing

Objectives

After completing this lesson, you will be able to:

  • Understand the customer warranty claim workflow

The Process Steps for Warranty Claim Management - Customer Claim Processing (63Y)

Process Steps for Customer Claim Processing (63Y)

The following table contains the preliminary steps that need to be taken care of before the actual execution of the process steps can start:

Preliminary StepExplanation
Maintain equipment data and customer warranty dates

If you have entered the start date and end date for the customer warranty of an equipment in its master record, the system checks the validity of the claim based on these dates. Before you use the warranty for individual objects within your claim process, you need to enter the warranty start date and warranty end date in the equipment master record.

Maintain customer data

In the warranty claim process, a business partner representing the customer is used to derive the correct prices, post the amount to accounting, and identify where the claim statement should be send to.

Check pricing condition records

To ensure that the appropriate amount can be reimbursed to the customer, the correct prices need to be maintained in the system. Each of the different item types (material, labor, etc.) has its own conditions to ensure proper maintenance and relationship to the already existing pricing records.

A warranty is a commitment from a manufacturer, supplier, or salesperson to a customer that a product has no defects, and that services such as repairs and partial or complete exchange of defective parts are guaranteed for a particular period of time, without the customer being billed.

The process here starts with the creation of a customer claim (based on a performed repair), continues with the validation for completeness of this customer claim, the eligibility for reimbursement, and then the identification of the correct prices for material, labor tasks, and so on.

The process supports the transparent maintenance of values and reimbursement of amount to a customer and is based on the supported and performed validations.

Step 1 is the creation of a customer warranty claim. Besides the customer and the equipment involved, the customer warranty claim contains information like the damage date, the repair end date, the person responsible, the pricing date and so on. Another important thing to record is the part causing the damage.

Note
The customer warranty claim is created with the SAP Fiori app called Manage Customer Claims.

After the customer warranty claim has been created, it needs to be validated for completeness and checked. The following are the three stages in validation:

  • Validate on submit
  • Formal validation
  • Content validation
Note
Use the following link to find out more details concerning these three validation steps: https://help.sap.com/docs/SAP_S4HANA_CLOUD/adbae5bcd5994f159bf2847a11397b61/7e5aaec6b8244f748e7d8c02cb6dba46.html?version=2202.500

Once a customer warranty claim is validated, the number of fields that can still be edited is very limited. This is done to ensure consistency. You can however reset the claim to Created status, in order to adjust more fields.

Step 3 is the acceptance of the customer warranty claim. You can accept a customer warranty claim, irrespective of whether validation errors exist or not.

After accepting the claim, in step 4 it can be posted to SAP S/4HANA Cloud Public Edition, finance. In case of an incorrect posting, the posting can also be reversed later on.

Note
If needed, a customer warranty claim can also be rejected. After validating the customer warranty claim, the user then needs to select the option called Reject Claim.

The last step of this process (see step 5) is the closing of the customer warranty claim. This can be done for example after a successful financial posting of the claim.

Note
If needed, a customer warranty claim can also be reopened. After closing the customer warranty claim, the user then needs to select the option called Reopen Claim.

Simulation of the Main Process Steps for Warranty Claim Management - Customer Claim Processing (63Y)

You can use the following simulations to work your way through the main process steps for solution process 63Y:

Business Roles for Warranty Claim Management - Customer Claim Processing (63Y)

Business Roles for Testing and Executing Warranty Claim Management - Customer Claim Processing (63Y)

Business RoleBusiness Role ID as Delivered by SAP
Maintenance PlannerSAP_BR_MAINTENANCE_PLANNER
Master Data Specialist - Business Partner DataSAP_BR_BUPA_MASTER_SPECIALIST
Claims AnalystSAP_BR_CLAIMS_ANALYST_COMPL
Master Data Specialist - Product DataSAP_BR_PRODMASTER_SPECIALIST
Master Data Specialist - Warranty ManagementBR_MD_SPECIALIST_WRNTY

The table above provides an overview of all the standard business roles that are used in scope item Warranty Claim Management - Customer Claim Processing (63Y).

Note

This information is based on the test script for scope item Warranty Claim Management - Customer Claim Processing (63Y), which can be found on and downloaded using the SAP Signavio Process Navigator (using the URL https://me.sap.com/processnavigator).

These roles can be used as a template to create your own business roles for your business users working with scope item Warranty Claim Management - Customer Claim Processing (63Y).

Note

These are the same business roles that are also user in scope item Warranty Claim Management - Supplier Recovery Processing (5HR).

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