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Author's profile photo Nitin Hans

SAP CRM 7.0: Warranty Claim Processing

In today’s world where cost reduction, increase in revenues and quicker response time are the driving force for any company. It is often a wise choice for a company to procure one or many products/parts (instead of manufacturing them) which might be required to come up with the desired finished product.

Eventually, an organization ends up in a scenario where it has bought a part from its supplier with a valid supplier warranty, uses this part to get its product ready and offers the fully finished product to the customer with valid customer warranty.

In the above scenario, there is a chance that a part’s issue for which the customer complains is due to the “part” that the company had procured from its supplier.

Hence, after the company takes care of fixing the customer issue, they go back to the supplier and claim the amount that it has spent on the fixing the customer issue. This is done with reference to the valid supplier warranty that the company had previously arranged. There definitely can be some negotiations involved here, but once both the supplier and the company agree on the claim, the company bills its supplier and the supplier pays back the company its due amount.

For practical insight, see the accompanied video embedded in this screenshot:.  


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      Author's profile photo Former Member
      Former Member
      Hi Nitin,
      First Thanks for devoting valuable time for uploading the blog for we poor people.
      Second thanks for sharing your experience through this valuable blog.
      Third thanks in advance for another blog which you are going to upload in near future.
      Thanks and Regards,
      Bharat B
      Certified Sap SD Consultant
      Author's profile photo Former Member
      Former Member
      Hi Nitin,

      Thanks for sharing the information.Expecting many more informative blogs like this one in future as well.


      Author's profile photo Former Member
      Former Member
      Hi Nitin,
      Thanks for sharing this.I have have few quetsions..

      1.Where is the warranty claim information stored, is it maintained in IBase for each supplier and customer relation?
      2.For a CRM system integrated with ECC as back end, does the warranty claim document create a debit memo similar to service confirmation?
      3.I would also like ot know about the configuration of warrnty scenario in CRM system.

      If you can point us to link where we can get some more technical and process  details on warranty processing that would be great.
      Thanks for your help.


      Author's profile photo Nitin Hans
      Nitin Hans
      Blog Post Author
      Hi Swapnil,

      Thanks for your comments. Please find below the answers to your queries:

      1) The warranty claim info is stored in the form of vendor warranty & vendor. Both the vendor warranty & vendor needs to be maintained at the respective ibase/ibase-component level.

      2) The creation of credit/debit memo is possible only for service order, service confirmation service contract & complaints. For the first 3 objects mentioned above, directly a debit/credit memo is created in ERP. For complaints there is an SD document created in ERP (a step ahead) that has the credit/debit item.

      For warranty claims the above is not possible. However we do have an XI interface available for which can be used for cases where you need to do the billing in ERP.

      3) Can you please let me know precisely what you would want to know regarding configuration?

      You can find details about warranty claim processing in the link: