Garantihantering

Garantihantering is the set of activities used to manage warranties that accompany products or services. It encompasses terms creation, registration, claim handling, fulfillment, and retirement of warranties. The goal is to protect customer rights while controlling costs and ensuring product quality.

Scope includes determining warranty terms, recording each warranty in a central registry, tracking eligibility by serial numbers or order records, and coordinating repairs, replacements, refunds, or service credits. It also covers extended warranties, third-party warranties, and warranty renewals.

Key processes: warranty registration by manufacturer or retailer; claim intake, documentation, and verification; assessment of coverage and exclusions; disposition (repair, replacement, credit); communication with customers; closure and archiving.

Data and systems: relies on product master data, serial numbers, purchase dates, warranty terms, and claim histories. Often integrated with ERP, CRM, or field-service systems. Data quality and audit trails are important for compliance.

Governance and performance: roles include after-sales, procurement, finance, and legal. Metrics include claim rate, average time to resolve, cost per claim, fraud detection, and customer satisfaction. Regular reviews ensure policy alignment with consumer law and supplier contracts.

Best practices: maintain a centralized warranty policy, standardize claim workflows, automate reminders for expirations, manage extended warranty offerings separately, conduct periodic audits, and train staff. A transparent warranty process supports trust and reduces disputes.