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 Warranty Processing

2026/08/26 • 1 min. to read
A warranty claim often requires different handling than a normal Return Order. There is a "Warranty" field in the complaint header for differentiation. The field can be automatically updated via the Repair Status. The "Warranty" indicator is passed on to the document lines in the Sales Return Order. It cannot be overridden in the lines, i.e. Items from warranty cases cannot be used together with Items from other business cases in one document. The indicator is transferred to the posted return receipt, the posted credit memo, the item ledger entries and the customer ledger entries during posting and can therefore be evaluated separately. When creating Return-Related Documents, the indicator is also transferred to the purchase documents. In contrast to normal Sales Return Orders, the following logic applies to warranty Return Orders:

• The Sales Price is always = 0 because there are no refunds/payments for the customer
• Depending on the "Warranty Rcpt. Zero Unit Cost" setup, the Unit Cost is also always = 0, since the item may still be owned by the customer.
• The posted credit memos always have the document total = 0 and are posted in a separate number range if a corresponding number series is set up in the "Posted Warranty Cr. Memo Nos." field.