Warranty and returns

Service Coordinator opens a warranty check against the parent customer order. The check can record a serial number, activation reference, warranty months, check detail, exception type and decision notes. Its status shows whether the case is being prepared, submitted, approved, rejected or completed. A named team member coordinates the work. The original order and lines give the team the sold product, quantity and order history needed for the assessment.

The return eligibility workflow reads the selected order, its lines and warranty checks. It evaluates recorded evidence, writes an Approved or Returned review decision for the order revision and always writes an operation receipt. It skips a duplicate decision for the same order revision. The decision and receipt make the result visible to service and operations staff.

• Warranty case. The check records the device issue, supporting detail, serial and activation context against the parent order.
• Revision decision. The review decision connects an Approved or Returned outcome to the selected order revision and its rationale.
• Execution receipt. An operation receipt records that the eligibility review ran, even when the decision does not approve a return.

Agree how Service Coordinator verifies serials and activation references and who supplies authoritative warranty terms. The exception categories include expired coverage, serial mismatch, missing activation, accidental damage, an out-of-window claim and counterfeit suspicion. Decide what evidence each category requires and who reviews sensitive cases. Attachment links can hold supporting order documents, but the team should use a stable document source for anything that needs long-term retention.

Decide when a warranty check should move from Draft to Submitted and who may enter decision notes. A Submitted case should reach the right reviewer with the related order lines visible. Returned decisions need a clear next action and a responsible coordinator. Physical return receipt and refund settlement are handled with the connected custody and payment systems.

Take a shipped device order whose customer reports a serial mismatch. Service Coordinator records the serial, check detail and exception type, then links relevant evidence to the order. The reviewer uses the order lines to identify the sold product, then checks the serial and activation details against the responsible warranty source before running eligibility review. Inspect the decision, its revision and rationale, plus the operation receipt. Run the same review again without changing the revision; the existing decision should remain the one for that revision.

Now review a case with valid coverage information. The resulting decision should reflect the recorded evidence. If the order revision changes, the team reviews the new revision separately. Operations Manager can compare the decision with any later correction or escalation without losing the original shipping evidence.

• Warranty Checks Needing Action — Draft, submitted and rejected checks with the parent order and coordinator.
• Returned or Rejected Decisions — Decisions that send a case back for resolution.
• Shipped Customer Orders — Shipped orders that provide the sales and fulfillment context for a return request.

See warranty return review and channel and correction handling.