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The Warranty Loop: Processing Replacement Parts

The Warranty Loop: Processing Replacement Parts

Even with the best QA processes, things happen. A door might arrive scratched, a hinge might be defective, or a cabinet might get damaged.

When the warehouse discovers a damaged item during assembly, they will create a Warranty Ticket, attach all the necessary photos and details, and assign it to you (the Sales Rep). Your job is to process that claim with the vendor—but timing is everything.

🛑 Step 1: The Waiting Game (Do Not Order Yet!)

When you are first assigned an Open Warranty Ticket, do not immediately process it. Because the warehouse is still actively building the kitchen, there is a high risk they might find another damaged piece tomorrow. If you submit the claim immediately, you will end up having to submit a second or third claim days later.

  • The Trigger: Wait until you receive the notification that the deal's status is Build Complete. This is your official green light. It means the warehouse is done building, no additional warranties will be reported, and you can safely process all replacement needs at once.

Step 2: Review the Ticket Evidence

Once the build is complete, open your assigned Warranty Ticket. Review the ticket to ensure you have what you need:

  • Clear Photos: The warehouse will have uploaded photos of the damage.

  • The Exact Item: The ticket notes will contain the vendor info, the specific SKU/color of the damaged piece, and the quantity needed.

Step 3: Process the Claim (Submitted Stage)

Use the evidence provided in the ticket to secure the replacement part.

  1. Reach out to the specific vendor (via their portal or email) and submit the photos and claim details.

  2. Go to the HubSpot Warranty Ticket and change the status from Open to Submitted. This logs that the claim is actively with the vendor.

Step 4: Vendor Confirmation & The Warehouse Hand-Off

Once the vendor confirms the replacement order, you must update the ticket status one final time. The status you choose depends on the vendor type, and this is what tells the warehouse to expect the part.

  • For SHIP Vendors: Once the vendor confirms the part is in transit, move the ticket status to Shipped.

  • For PICKUP Vendors: Once the vendor confirms the part is sitting at their facility waiting for us, move the ticket status to Ready for Pickup.

🪄 What Happens Next (The Background Magic): The moment you move the ticket to Shipped or Ready for Pickup, HubSpot automatically generates a RECEIVE ticket for the warehouse. This slots the replacement part directly into the warehouse's normal daily workflow so they know exactly what to look for or go pick up. Your job for this warranty is now complete!