Asset management & maintenance
Warranty and repair management for distributors and retailers
Manage warranty claims, repairs, replacements and parts: claim intake, eligibility checks, depot workflows, supplier recovery and after-sales KPIs.
For companies selling appliances, electronics, equipment, vehicles, furniture or tools, the customer relationship continues long after the sale. Warranty and repair management handles what happens when a product fails: receiving the claim, checking eligibility, repairing or replacing, ordering parts and recovering costs from suppliers. Done well, it builds loyalty. Done badly, it creates angry customers and hidden costs.
The warranty claim process
- Intake: customer brings or reports the product; staff record customer, product, serial number, purchase date and problem.
- Eligibility check: warranty period, proof of purchase, terms and exclusions (for example, physical damage or unauthorized repair).
- Diagnosis: technician confirms the defect.
- Decision: repair, replace, refund or reject, according to warranty terms and consumer protection rules.
- Parts requisition: parts requested from the depot or ordered from the supplier.
- Repair or replacement completed and tested.
- Release: customer notified and product released with documentation.
- Supplier recovery: claim filed with the manufacturer or supplier where applicable.
Link warranties to sales records
Eligibility checks are fast when the original sale, serial number and warranty terms are recorded at the point of sale. Without that, staff rely on customers' receipts and guesswork. Connecting warranty to the POS and field sales records makes claims faster and fraud harder.
Depot and service center workflows
Many distributors run a central depot or service center that receives items from branches:
- Items sent from branches with transfer documents
- Status tracked: received, diagnosing, waiting for parts, repairing, ready, returned
- Loaner or replacement units managed as their own inventory
- Turnaround time measured per stage
Parts management
Repairs stall without parts. Keep a parts inventory with minimum levels for common failures, track parts used per repair, and monitor supplier lead times for special orders. See consumables management.
Consumer protection
Philippine consumer law protects buyers of defective goods, and DTI provides guidance on warranties. Write warranty terms clearly, honor statutory obligations, and train staff on how to explain decisions. See returns and refunds.
Supplier recovery
If the defect is covered by the manufacturer's or supplier's warranty, recover parts, labor or replacement costs. Track claims filed, approved and paid. Unrecovered warranty costs are a common margin leak for distributors.
After-sales KPIs
| KPI | Formula or definition |
|---|---|
| Turnaround time | Days from intake to release |
| First-time fix rate | Repairs not returning within a set period ÷ total repairs |
| Claim rate by product | Claims ÷ units sold |
| Warranty cost per unit sold | Total warranty costs ÷ units sold |
| Supplier recovery rate | Amount recovered ÷ amount claimable |
| Customer satisfaction | Survey score after release |
High claim rates for a product or supplier should trigger quality discussions with the supplier.
Where Cirquolus fits
Cirquolus Warranty & repairs manages warranty claims, repairs and replacements, parts requisitions and depot workflows, keeping after-sales records connected to the wider sales and stock workflow. It works with POS, field sales and warehousing.
Frequently asked questions
What is warranty management?
Handling customer claims for defective products under warranty, including eligibility, repair or replacement, parts and supplier recovery.
How do you check warranty eligibility quickly?
Record serial numbers and warranty terms at the point of sale so claims can be checked against the original transaction.
What is a depot workflow?
A process where a central service center receives, repairs and returns items sent from branches or customers, with status tracking.
How can distributors reduce warranty costs?
Track claim rates by product and supplier, improve quality with suppliers, and recover eligible costs from manufacturers.
Bring this workflow to a Cirquolus demo.
Show us your current process, companies and branches. We will map it to the modules you need and propose a realistic rollout.