Repairs & Warranty — overview
Repairs & Warranty covers a piece from the moment a customer reports a problem to the moment it's fixed, replaced, credited, or scrapped — whether your own bench does the work or an outside vendor does. A repair (numbered RO-2026-00412) can hold several pieces at once, called units, each worked and resolved on its own.
You manage repairs under Orders → Repairs. Claims arrive from your own Start a repair form, a wholesale buyer's Customer Portal, a connected help desk or returns app, your own system through the API, or your team logging one directly — every path lands as a repair in Requested, ready to triage.
In this chapter
| To… | Go to… |
|---|---|
| configure numbering, SLA and bill rates, issue types, checklists, and part compatibility before your bench takes in its first piece | Set up |
| decide what's covered, for how long, and register the pieces a decision checks against | Warranty coverage & registrations |
| take claims from your own form, a wholesale buyer, a help desk or returns app, or the API | Customer claims |
| log a repair, find it on the list or board, and work it through diagnosis and the bench | Take in and work repairs |
| decide the outcome, bill the cost, ship it back, and keep the customer posted | Resolve and return |
| send pieces to an outside repairer or plater, and charge a supplier back for its defect | Outside vendors & supplier recovery |
| see how repair costs post to your books, run the warranty reserve, and read the reports | Accounting & reporting |
| look up every status, email, and CSV column | Repairs reference |
Guides in this section
Set up
- How repairs work
- Configure general repair settings
- Set SLA policies and labour/bill rates
- Build issue types and inspection checklists
- Manage part compatibility
- Import part compatibility
Warranty coverage & registrations
- How warranty coverage is decided
- Set up warranty policies
- Manage warranty registrations
- Import warranty registrations
Customer claims
- Set up the customer repair portal
- Request a repair from the public claim form
- Request a repair from the Customer Portal
- Connect a returns or warranty app
Take in and work repairs
- Create a repair
- Send a return to repair
- Find and manage repairs
- Diagnose and work a unit
- Export repairs
Resolve and return
- Resolve a unit
- Quote, cost and bill a repair
- Ship repairs and manage loaners
- Keep the customer in the loop
Outside vendors & supplier recovery
- Set up and send units to a repair vendor
- Manage a vendor dispatch
- Recover warranty costs from a supplier
Accounting & reporting
- How repair costs reach the ledger
- Run the warranty reserve and accrual
- Read repair dashboards and reports
Reference
- Repair, unit, quote, registration & SLA status reference
- Vendor dispatch & recovery claim status reference
- Repair emails, alerts & webhook events reference
- Repair import & export columns reference
Next steps
- New to repairs? Start with How repairs work, then Create a repair.
- Setting up warranty for the first time? See Set up warranty policies.
- Already have returns flowing in? See Send a return to repair.