➡️ Why use Warranty
Failed parts under warranty are easy to lose track of: the part sits in the truck, the manufacturer’s deadline passes, and the credit 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 a QR sticker that opens the claim when scanned
Work every claim from a board, with the due date counting down
Keep photos, documents, notes and history on each claim
Build the claim packet your distributor asks for 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
Log in to SureStock on the web.
In the left menu, go to Procurement > Returns
Open the Warranty tab at the top. You’ll see three tabs: Warranty claims, Analytics and Archive.
➡️ Before you start: set up Brand rules
Brand rules tell SureStock how long you have to return a part and file a claim for each manufacturer, so every new claim gets the right due date on its own.
Go to Settings > Brand rules.
Each brand shows its Return window (days to send the part back), Claim window (days to file the claim), Failed part (Must be returned or Not required) and any Notes with brand-specific requirements.
Click New brand to add one, or Import from catalog to bring in the brands you already carry.
Use the ... menu on a row to edit a brand.
⚠️ Restore defaults resets the whole list, including your edits.
➡️ Step 1: Work the claims board
Each claim is a card on the Warranty claims board, sorted by status:
Inbox: new claims, split into Overdue and Expiring within 14 days so the urgent ones stay on top.
Claim submitted: sent to the supplier.
Awaiting credit: waiting on the supplier to issue the credit.
Credit received: credit is in and the claim is closed.
The totals at the top show Expiring / Overdue, Open claim value and Credited (last 90 days). Each card shows the part, claim number, manufacturer, customer and job, days left, due date and expected amount.
➡️ Step 2: Create a claim
You can start a claim in two ways: from the board, or by scanning a blank pre-numbered sticker a tech already put on the failed part (see Step 4).
From the board:
In the Warranty claims tab, click New claim . The New warranty claim form opens, split into three sections.
Unit & Part
Location (truck / warehouse): where the failed part is now. Picking one narrows the catalog search below to that location’s stock.
Brand (required): the brand’s rule sets the claim’s due date automatically. If the brand isn’t listed, type it in.
Manufacturer
Claimed item: choose Material or Tool, then search your catalog for the item.
Failed part: what failed, for example “compressor” or “control board”.
Failed part #, Model number, Serial number and Outdoor serial number: fill in what you have. Most manufacturers ask for the serial number.
3. Customer & Job
Job (optional): picking a job prefills its materials, equipment and customer details. You can also file a claim without one.
Customer name, Customer phone and Customer address: fill them in by hand if you didn’t pick a job.
4. Purchase & Claim
Supplier: who you bought the part from.
Repair date (required): when the part was replaced.
Expected amount: the credit you expect to get back.
Notes: anything the team should know, like where the part is stored.
5. Click Create claim. The claim lands in the Inbox with its due date already set.
💡 Pick the Job first. Selecting a Job can clear the Material or Tool you already chose, so if the part came off a job, set the Job before filling in Unit & Part.
💡 Where do RMA # and External claim # go? You add them later, when you move the claim to a new status (for example, Claim submitted). They’re not part of this form.
➡️ Step 3: Open a claim
Click a card to open the claim panel. Here’s what you’ll find:
Unit & Part: failed part, part #, serial #, 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 (for example, HOLD), submission channel, RMA # and External claim #, credit memo # and credit date, the Claim by deadline, and notes
Expected / Approved / Received amounts, and how long the claim has been waiting on the supplier
Add attachments: scroll to Attachments, click Add Files and upload. Supported: PDF, JPEG, JPG, PNG, DOC, DOCX, XLSX and XLS, up to 4 MB each. Use the ... menu on a file to manage it.
Check the history: the Activity section logs who created the claim, status changes, notes and files. Filter by All / Status / Notes / Files. To leave an update for your team, type it in Add a note at the bottom of the panel.
➡️ Step 4: Tag the failed part with a QR sticker
Every claim gets its own numbered QR sticker. Scan it and the claim opens, so the part and its paperwork never get separated.
Click Print sticker in the claim panel (or open the Print stickers window from the board to print several).
Under Claims, choose: Selected claims, All claims in Inbox, or Blank pre-numbered batch (stickers with no claim yet; scanning one starts a new claim).
For a blank batch, also choose the Warehouse sequence and How many blanks.
Pick your Label stock (for example, Avery 5162, 1-1/3" x 4") and check the Preview.
5. Click Download PDF, print it, and stick the label on the part.
💡 Keep a stack of blank stickers in every truck. Techs can tag the part right on the job, before it gets lost on the way back to the warehouse.
➡️ Step 5: Send the claim packet
In the claim panel, click Claim packet.
SureStock builds a PDF with the claim info plus its attachments.
Download it and send it to your distributor.
➡️ Step 6: Record the credit
When the credit comes in:
Open the claim and click Record credit.
Set Move to: Credit received, then fill in the Date, Amount approved, Amount received, Credit memo # and an optional Note (handy for partial credits).
Click Confirm.
➡️ Step 7: See your results in Analytics
Open the Analytics tab, pick a date range and switch Measure by between Amount and Claims.
Credited: money recovered in the period
Denied / not warranty: rejected claims and your denial rate
Expired unclaimed: money lost to missed deadlines
Median days to credit: how long credits usually take
The charts break it down by month, by outcome, by brand and by supplier.
➡️ Step 8: Find closed claims in Archive
Closed claims move to Archive so the board only shows what still needs work. Use Search archived claims to find one. Each row shows Claim #, Brand, Part, Customer / Job, Return by date, Expected amount and final Status.
➡️ Weekly reminder email
Every week, SureStock emails you the claims that are about to lapse. Treat it as your to-do list.
➡️ Best practices
Set up Brand rules before your first claim. Due dates depend on them.
Work the Inbox every day. Overdue first, then Expiring within 14 days.
Photo every claim. At least the nameplate and the failed part; most manufacturers ask for both.
Fill in RMA # and External claim #. Follow-ups with the supplier get much faster.
Always log the credit memo #. You’ll need it to match your supplier’s statement.
Pick one owner. One person reviews the board and the weekly email.
Check Analytics once a month. If Expired unclaimed keeps growing, review your Brand rules and your Inbox habits.
➡️ FAQs
Do I need special stickers?
No. You print them as a PDF on standard label sheets (for example, Avery 5162).
If I change a Brand rule, do existing claims update?
No. Changes only apply to new claims. 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 part back. The Claim window is how long you have to file the claim.
What happens if a claim is denied or expires?
It shows in Analytics as Denied / not warranty or Expired unclaimed, so you can see what was lost and why.
Does warranty info sync to ServiceTitan?
Not yet. Warranty claims are tracked in SureStock for now.
Still need help?