Overview

A warranty claim is how you ask Samsung to pay for a repair. Fixably sends the claim to GSPN for you when the repair is closed, and shows the result on the order. If Samsung finds a problem with the repair's warranty data, it reports a warranty error (WER). You answer a WER with a WER request, which Samsung calls a warranty appeal (WAR).

At a glance:

• Warranty status: Fixably shows whether the repair is In warranty, Out of warranty or Hybrid.
• Warranty claim: sent to Samsung together with Goods Delivered (status ST040), the last step of closing a repair.
• WER errors: warranty errors Samsung reports on the service order. An error that is not on your ignore list stops the repair from closing.
• WER request (WAR): your appeal to Samsung against a warranty error, with comments and files.

Before you begin

• The order must have an open GSPN service order. See Creating a Samsung GSPN service order.
• To open the Samsung repair window, you need the View GSPN repairs permission.
• To create a claim by hand, you need the Create warranty claim for GSPN repair permission.
• To raise a WER request, you need the Create WER request for GSPN repair permission.
• To change the Ignored WER errors setting, you need the Manage IGSPN permission.

Warranty status

Fixably shows the repair's warranty status in the Warranty row of the order's info card:

Fixably takes the status from Samsung's warranty terms on the service order or the device. If Samsung has not sent any, it uses the warranty chosen when the device was created. An approved SAW request can upgrade an out-of-warranty repair to Hybrid or In warranty, depending on the SAW category. See Samsung GSPN SAW requests.

Who pays: the warranty claim type

Every claim has a Warranty claim type, which tells Samsung who pays:

If the repair already has a claim type, for example one Samsung sent or one chosen in the Warranty claim form, Fixably uses that one instead. The repair window shows the current type under Warranty Claim Flag.

How the warranty claim is sent

Automatically, when the repair closes

By default, Fixably adds the warranty claim to the Goods Delivered update it sends when the repair is closed, for example by the gspn.check_out step. You do not need to do anything else. See Closing a Samsung repair.

The claim carries the repair's Type of defect, Service indicator, Service grade and remarks. The claim's reference number is the Fixably order number.

Fixably support can turn off automatic claims for your account. If they have, create the claim by hand as described below.

By hand, from the repair window

Use this to enter extra claim details, or when automatic claims are off.

1. Make sure the repair is Completed in Samsung (status ST035), for example with Mark complete in the repair window or a check-out step that stops after Completed.
2. Open the order and click the Repair number on the order's info card.
3. In the repair window, click Warranty claim. The button only shows while the repair is Completed.
4. Fill in the form. The main fields are:
   • Warranty claim type,
   • Type of defect,
   • Warranty service type (required), pre-filled with the repair's service type,
   • Service journey distance, Service indicator and Service grade,
   • extra costs, such as Other billing costs, Additional freight and Toll fee, with an Other cost description.
5. Click Create warranty claim.

Fixably sends the claim together with Goods Delivered, so this also closes the service order in GSPN. You see "Warranty Claim successfully created" when Samsung accepts it.

If you enter a Service journey distance over 390, Fixably warns you: "This distance has to be approved". The Force 60 km distance setting in the IGSPN settings sends 60 as the distance whatever you enter. It only matters for in-home repairs.

After Samsung processes the claim

When Samsung returns the claim, Fixably saves it on the repair:

• The order header shows the claim number and status, as "Wty Claim No: ... - Status: ...".
• The repair window gets a Warranty claims tab with the Reference number, Invoice number, Labor Amount, Delivery Cost, Other Amount, Tax Amount and Total Parts Amount, plus the amount for each part.

WER errors

A WER is a warranty error report: Samsung's way of saying something in the repair's warranty data needs checking before it will pay. Samsung may ask for evidence, such as a serial number label or a proof of purchase. Samsung sends WER errors when Fixably updates the service order, and when Fixably syncs it.

You see WER errors in three places:

Why WER errors stop the repair from closing

Fixably will not send Goods Delivered, and so will not send the claim, while the repair has a WER error that is not on your Ignored WER errors list. The check-out step stops with "Repair has warranty errors". This keeps a claim Samsung would reject from going through.

Samsung can report WER errors in its reply to the Completed update. The repair then stays Completed, and you can close it once the errors are resolved.

Fixably removes an error from the repair when Samsung no longer reports it in the reply to an update of the service order.

The Ignored WER errors setting

Some warranty errors are informational and should not stop a repair from closing. List them in Ignored WER errors on System Settings > Integrations > IGSPN.

• Until the setting is saved for the first time, Fixably ignores three codes: MC113, SN024 and PC029.
• Once you save the IGSPN settings, Fixably ignores exactly the codes in the field. The three default codes are not added for you.
• If you save the settings with the field empty, no codes are ignored, and every WER error stops closing.

To keep the default codes, type MC113, SN024 and PC029 into the field, plus any codes of your own, before you save the IGSPN settings.

An ignored error still shows in the order header and on the Warranty Errors tab. It just does not stop the repair from closing.

Raise a WER request (warranty appeal)

When Samsung needs more information to accept the warranty, answer the error with a WER request.

1. Open the order and click the Repair number on the order's info card.
2. In the repair window, open the Warranty Errors tab.
3. Click Create WER Request. Fixably fetches Samsung's list of errors that need an answer.
4. Read General WER requirements. It shows the WER Request Number and whether Samsung needs an S/N Label, a Proof of purchase or an Official document.
5. Under WER Reason requirements, read each reason and the evidence Samsung asks for. Write your answer in Request comment.
6. To add evidence, click Add file, choose the file, and choose its Description: S/N Label, Proof of Purchase, Official Document, EWP, Att06 or Other. Accepted files are pdf, heic, jpg, gif or png, up to 10MB each.
7. Click Upload.

Fixably attaches the files to the service order, waits a short time, and then sends the request. Your service location's name, phone number and email are sent as the requester. You see "WER request created" when Samsung accepts it, or Samsung's error message if not.

Samsung then reviews the appeal. When it accepts it and stops reporting the error, you can close the repair.

Troubleshooting

"Repair has warranty errors"

The repair has a WER error that is not on your ignore list. Open the Warranty Errors tab, fix the cause or raise a WER request, then close the repair again. If the error is one your team always ignores, add its code to Ignored WER errors.

Repairs suddenly stop closing because of MC113, SN024 or PC029

The IGSPN settings were saved without these codes in Ignored WER errors, so they are no longer ignored. Add them back to the field if you want to keep ignoring them, and save.

The Warranty claim button is missing

The button only shows while the repair is Completed in Samsung. Mark the repair complete first. If the repair is already closed, the claim was sent with Goods Delivered.

"No data from WER_DUE_LIST"

Samsung did not return any errors that need an appeal for this service order. There is nothing to answer yet. If you think there should be, contact Fixably support.

"Error fetching WER due list"

Fixably could not get the list of errors from Samsung. Try again in a few minutes.

"File extension not allowed"

The file is not a pdf, heic, jpg, gif or png. Save it in one of those formats and add it again.

Samsung accepted the appeal, but the error still shows

The error stays on the repair until Samsung's reply to a service order update no longer includes it. Contact Fixably support if it does not clear.