ওয়ারেন্টি ও গ্যারান্টি
এই অধ্যায়টি এখনও অনুবাদ হয়নি, তাই ইংরেজিতে দেখানো হচ্ছে।
এই পাতায়
The Warranty & Guarantee addon keeps one warranty card per serial number, tells you which cards are about to run out, and handles replacement claims from the first report of a fault to the new serial in the customer's hand. It is for every centre that sells hearing aids with a warranty, with or without dealers.
A warranty covers repair or replacement for a number of months. A guarantee is the shorter period in which a faulty unit is simply replaced. Both are set per product in the catalogue (see Catalogue) and copied onto each card.
Switching it on
Warranty & Guarantee is free and comes with the script. Open Admin → Addons and press Enable on the Warranty & Guarantee Addons card. Switching it off hides warranty registration and claims everywhere, in your panel and in the dealer portal.
Where to find it
| Place | What is there |
|---|---|
| Sales & Service → Warranty | All warranty cards, with search and filters, and + Register a warranty. |
| Sales & Service → Claims & Replacement | All claims, and + Raise a claim. The menu shows a count of claims waiting. |
| Admin → Addons → Settings on the card | The settings below. The addon has no sidebar heading of its own. |
| Dealer portal: Warranty and Claims | The dealer's own cards and claims, when the Dealer Network addon is on. |
Settings
| Setting | What it does |
|---|---|
| Warranty card prefix | Start of every card number. Default WR. |
| Claim number prefix | Start of every claim number. Default CLM. |
| Dealers may register warranty cards themselves | Lets a dealer register the sale of a unit allocated to them. Off, registration is done by head office. |
| Dealers may raise replacement claims | Lets a dealer send a claim from the portal. Off, head office raises claims for them. |
| Start the warranty when stock is invoiced to a dealer | Off (the default) means the cover begins only when the dealer registers the sale to the end customer, so shelf time is not charged against the customer. Each dealer invoice can override this with Start the warranty from this invoice date. |
| Warn this many days before a warranty expires | Default 30. Drives the dashboard card and the dealer notice. |
| Mark the old serial "replaced" when a claim is completed | Keeps the faulty serial from being sold again. On by default. |
Warranty cards
Warranty → + Register a warranty asks for the Serial number (pick one from the list or type it), Product and Sold by (both can be left to come from the serial), the customer's name, phone, e-mail and address, Purchase date, Warranty (months), Guarantee (months), Status and a Note.
A card's status is active, expired, void or replaced. The top of the screen counts Warranty cards, Active, Expiring soon (within 60 days) and Expired; each figure opens the matching list. Every row shows how many days are left. Claim on a row starts a claim for that card.
Cards are also made for you:
- when a dealer invoice starts the warranty (see Invoices);
- when a dealer sells a unit to a customer through Retail Sales and the Dealer Network setting Start the customer warranty when the dealer sells the unit is on;
- when a dealer registers the sale in the portal.
Claims and replacement
A claim's status moves through pending, in review, approved, replaced, rejected and closed.
- A claim is raised: by you with + Raise a claim, or by a dealer from the portal. It carries the Faulty serial number, the Claim type (Warranty (repair or replace) or Guarantee (replace)), the dealer, the product, an Attachment and the Reported fault.
- Open the claim with Open. Under Move this claim on press In review while you check the unit, then Approve or Reject. Close ends a claim without a replacement.
- To replace the unit, type or pick the Replacement serial under Issue a replacement and press Complete the replacement. Only a serial that is in stock or allocated can be used.
- The new serial takes over the card. It inherits the remaining warranty of the original unit, so the clock does not restart. The old serial is marked replaced when the setting is on, and the claim becomes replaced.
The dealer gets a notification when the claim changes status, and another with the new serial number when the replacement is done. The top of Claims & Replacement counts Claims, Awaiting action, Replaced and Rejected.
What the dealer sees
In the portal, Warranty (Register a sale and track the cover) lists the dealer's own cards. + Register a warranty accepts only a serial allocated to that dealer, with the date it was Sold on and the customer's details. Products and the invoice view carry a Warranty or Register button beside each allocated serial.
Claims (Ask head office to repair or replace a unit) has + Raise a claim with Faulty serial number, Claim type, What is wrong? and Photo or report, then Send the claim. Head office is notified straight away.
Each dealer's dashboard counts their Active warranties. When the cron job runs (see Cron), a dealer gets a Warranty expiring soon notice for each card that ends in the number of days you set.
A typical day
- Invoice ten units to a dealer with the warranty left off.
- The dealer sells one and registers it, or raises a retail sale; the card starts that day.
- Eight months later the customer brings it back. The dealer raises a claim with a photo.
- You press In review, test the unit, then complete the replacement with a serial from stock.
- The customer leaves with a new unit and the four months of warranty they had left.
Tips
- Your staff need the right permissions to see warranties and to handle claims; set them in Users & Roles.
- Customers can check a serial number on your website with the Product Verification addon, which reads these cards.
- A unit back for repair rather than replacement is a job for the Repair Lab.