Blackpurl handles warranty claims for parts and merchandise through the Customer Order Service Job workflow. All warranty claims must be processed through Customer Order > Service Job, regardless of whether the customer needs paperwork or a direct swap.
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Scenario A applies when a customer purchased a faulty part and the dealership is performing a direct swap using a unit from stock, with no need to track serial numbers or process a customer return.
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In this case, skip the customer return process entirely. Instead, create a Service Job with a Third Party payment directed to the provider or warranty company.
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1. Create a new Service Job and set the payment type to Third Party, selecting the relevant warranty provider or warranty company.
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​2. Add the replacement part as a line item under Labor, parts & job items.
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​3. Finalise the Customer Order through the normal warranty process, progressing the status through Claim Submitted, Claim Resolved, and any other required stages.
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For more detail on Third Party payment options in Service Jobs, see Service Job Payment Types Explained.
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Scenario B applies when a customer purchased a faulty part or has changed their mind and the dealership needs to maintain a complete paperwork trail. This scenario requires two separate actions.
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Keep this Customer Return completely separate from the Service Job created in Action 2.
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For more detail on Third Party payment options in Service Jobs, see Service Job Payment Types Explained.