➡️ What Warranty does
Many teams lose track of failed parts under warranty, miss the manufacturer’s deadline, or never follow up on the credit, and that money never comes back. Warranty keeps every claim in one place so you can:
Set return and claim deadlines per manufacturer with Brand rules
Tag failed parts with QR stickers that open the claim when scanned
Track every claim on a board, with the due date counting down
Keep photos, documents, notes and full history on each claim
Build the claim packet your distributor needs with one click
Record credits and see what’s been approved and received
See what you’re recovering (and losing) in Analytics
Get a weekly email with claims about to lapse
➡️ Where to find it
Warranty lives inside the Returns tab in Ply.
Log in to Ply on the web.
In the left menu, go to Procurement > Returns.
Open the Warranty tab at the top
Inside you’ll find three tabs: Warranty claims, Analytics and Archive.
⚠️ Don't see it? Refresh the page (or log out and back in). The feature was turned on for all accounts, and an open session may need a refresh to show it.
➡️Warranty claims
Every failed part gets its own claim, tracked from the moment it comes off the job until the credit lands.
➡️ Before you start: set up Brand rules
Brand rules set the return and claim deadlines for each manufacturer, so every new claim gets the right due date automatically.
Go to Settings > Brand rules.
For each brand you’ll see:
Return window: days you have to send the failed part back.
Claim window: days you have to file the claim.
Failed part: whether the part Must be returned or is Not required.
Notes: brand-specific requirements under the brand name (for example, serial registration rules or photos the manufacturer asks for).
Click New brand to add one, or Import from catalog to pull brands from your catalog.
Use the ... menu on a row to change a brand.
⚠️ Restore defaults resets the list.
➡️ Step 1: Understand the board
The Warranty claims board shows every claim as a card, organized by status:
Inbox: new claims, grouped into Overdue and Expiring within 14 days so the urgent ones are on top.
Claim submitted: the claim was sent to the supplier.
Awaiting credit: waiting on the supplier to issue the credit.
Credit received: the credit came in and the claim is closed.
At the top you’ll see your totals: Expiring / Overdue, Open claim value and Credited (last 90 days).
Each card shows the part, claim number, manufacturer, customer and job, the days left, the due date and the expected amount.
➡️ Step 2: Review the claim details
Click any card to open the claim panel. It includes:
Unit & Part: failed part, part #, serial number, model # and manufacturer
Customer & Job: customer, job, location, address and phone
Purchase & Supplier: supplier, replacement PO and repair date
Claim details:
Failure reason
Part disposition: what’s happening with the physical part (for example, HOLD)
Submission channel: how the claim was sent to the supplier
RMA # and External claim #: reference numbers from the manufacturer or distributor
Credit memo # and Credited on: filled in once the credit comes in
Claim by: the deadline to file the claim
Notes: any extra context for the team
Expected / Approved / Received amounts
How long the claim has been waiting on the supplier
Attachments
Add photos and documents to back up the claim, like a nameplate photo or a picture of the failed part.
Scroll to Attachments and click Add Files.
Upload your file. Supported formats: PDF, JPEG, JPG, PNG, DOC, DOCX, XLSX and XLS (4 MB max per file).
Use the ... menu on a file to manage it.
The Activity section keeps a full history of the claim: who created it, status changes, notes and files added. Use the All / Status / Notes / Files filters to find what you need.
To leave an update for your team, type it in Add a note at the bottom of the panel.
➡️ Step 3: Tag the failed part with its QR sticker
Every claim has its own numbered QR sticker. Scanning it opens the claim, so the physical part and its claim are always connected.
Open the Print stickers window. To print for one claim, click Print sticker in its claim panel.
Under Claims, choose what to print:
Selected claims: stickers only for the claims you selected.
All claims in Inbox: one sticker for every claim in the Inbox.
Blank pre-numbered batch: blank stickers with no claim yet. Techs stick one on the failed part in the field, and scanning it starts a new claim.
If you chose a blank batch, also set:
Warehouse: which sequence the numbers come from (for example, Business-wide sequence).
How many blanks: the number of stickers to print.
Choose your Label stock (for example, Avery 5162, 1-1/3" x 4").
Check the Preview to see how the label will look.
Click Download PDF and print it on your label sheets.
Stick the label on the failed part. Anyone can scan the QR code to open the claim, or click the code in the claim panel to copy its scan link.
💡 Best practice: keep a stack of blank pre-numbered stickers in every truck. Techs can tag the failed part on the spot, and nothing gets lost on the way back to the warehouse.
➡️ Step 4: Generate the claim packet
In the claim panel, click Claim packet.
Ply builds the packet your distributor asks for: a PDF plus the claim’s attachments.
Download it and send it to your distributor.
➡️ Step 5: Record the credit
Once the manufacturer or distributor issues the credit:
Open the claim and click Record credit.
In the Change claim status window, fill in:
Move to: Credit received
Date: the date the credit was issued
Amount approved: what the manufacturer approved
Amount received: what you actually got back
Credit memo #: the supplier’s credit memo number
Note (optional): extra context, like a partial credit
Click Confirm.
The claim moves to Credit received and the amounts show on the claim.
➡️ Step 6: Track results in Analytics
The Analytics tab shows how much warranty money you’re recovering and where it’s getting stuck.
Open the Analytics tab inside Warranty.
Pick a date range (for example, Last 6 months) and use Filter to narrow the results.
Use Measure by to switch between Amount ($) and Claims (count).
At the top you’ll see four totals:
Credited: money recovered in the period
Denied / not warranty: claims the manufacturer rejected, with your denial rate
Expired unclaimed: money lost because claims missed their window
Median days to credit: how long credits usually take to come in
Below, the charts break it down:
Outcome by month: claim dollars by outcome, grouped by repair month. Switch between Chart and Table view.
Outcome mix: the share of claim dollars in each outcome.
Credits recovered by brand: which manufacturers are paying out the most.
Days to credit by supplier: which suppliers credit you fastest and slowest.
➡️ Step 7: Find past claims in Archive
Closed claims move to the Archive tab, so your board stays focused on what still needs action.
Open the Archive tab inside Warranty.
Use Search archived claims to find a claim.
Each row shows the Claim #, Brand, Part, Customer / Job, Return by date, Expected amount and final Status.
Use the arrows at the bottom to move between pages, and Rows to show more claims per page.
➡️Weekly reminder email
Ply sends a weekly email listing warranty claims that are about to lapse. Use it as your weekly to-do list so no claim expires unclaimed.
➡️Best practices
Set up Brand rules first. Every claim’s due date depends on them, so review them before you start creating claims.
Keep blank stickers in every truck. Techs can tag the failed part on the spot, before it leaves the job.
Work the Inbox daily. Start with Overdue, then Expiring within 14 days.
Attach photos to every claim. At minimum, a nameplate photo and a photo of the failed part. Most manufacturers ask for them.
Fill in the RMA # and External claim #. It makes follow-ups with your supplier much faster.
Always add the credit memo # when you record a credit. You’ll be able to match it with your supplier’s statement later.
Use notes to keep the team in the loop. For example, where the part is stored or when it’s going back to the counter.
Check Analytics monthly. Watch your denial rate and Expired unclaimed. If Expired keeps growing, check your Brand rules and your Inbox.
Assign one owner. One person reviews the board and the weekly email every week.
➡️FAQs
I don’t see the Warranty tab.
Go to Procurement > Returns and open the Warranty tab. If it’s not there, refresh the page or log out and back in. Still missing? Reach out to us in chat.
Do I need to buy special stickers?
No. You print them from Ply as a PDF on standard label sheets (for example, Avery 5162, 1-1/3" x 4").
What’s the difference between printing stickers for claims and a blank batch?
Stickers for claims are tied to claims that already exist. A blank pre-numbered batch has no claim yet: a tech sticks one on the failed part, and scanning it starts a new claim.
If I change a Brand rule, do my existing claims update?
No. Changes only apply to claims created from now on. Existing claims keep their original deadlines.
What’s the difference between the Return window and the Claim window?
The Return window is how long you have to send the failed part back. The Claim window is how long you have to file the claim with the manufacturer.
What file types can I attach to a claim?
PDF, JPEG, JPG, PNG, DOC, DOCX, XLSX and XLS, up to 4 MB per file.
What should I enter when I record a credit?
The date, the amount approved, the amount received and the credit memo #. You can also add a note, for example if it was a partial credit.
What happens if a claim is denied or expires?
It shows in Analytics as Denied / not warranty or Expired unclaimed, so you can see how much was lost and why.
Where do closed claims go?
To the Archive tab, where you can search them and see their full details and history.
Will I get reminders about upcoming deadlines?
Yes. Ply sends a weekly email with claims that are about to lapse.
Does warranty info sync to ServiceTitan?
Not yet. Warranty claims are tracked in Ply for now