Sales — Exceptions — Process Warranty Replacement Tickets

Audience

• Sales reps assigned Warranty Tickets.

• Sales managers who monitor warranty response times and accuracy.

Purpose / When to use this

Use this article when you are assigned a Warranty Ticket in HubSpot.
It explains when you should wait, how to submit the claim to the vendor, and which ticket statuses to use so the warehouse knows when to expect replacement parts.

1. What a Warranty Ticket is

• A Warranty Ticket is created when the warehouse finds a damaged, defective, or missing item during assembly.

• The warehouse team:

  • Creates the Warranty Ticket.

  • Attaches photos and details.

  • Assigns it to you (the Sales Rep).

• Your job is to work with the vendor to get the replacement parts on the way, then update the ticket so the warehouse knows when to expect them.

2. When to start: wait for Build Complete

2.1 Why you should not order immediately

• When a Warranty Ticket first appears, the warehouse is often still building the cabinets.

• If you submit a claim right away, there is a high chance they will find more damaged items later.

• That forces you to submit multiple claims, increasing work and confusion.

2.2 The trigger: Build Complete

• Wait until you receive notification that the deal’s status is Build Complete.

• Build Complete means:

  • The warehouse is done building.

  • All warranty issues for this job should have been discovered.

  • You can safely process all replacements in a single claim per vendor.

3. Step 1 — Review the Warranty Ticket

Once the build is complete:

1. Open the Warranty Ticket assigned to you in HubSpot.

2. Review the ticket details, including:

   • Photos of the damage.

   • Notes from the warehouse describing the issue.

   • Vendor name and specific SKU / color of the damaged piece.

   • Quantity of damaged items.

Checklist before you start:

• Do I have clear photos?

• Do I know exactly which item(s) and how many?

• Do I know which vendor to contact?

If anything is missing or unclear, @‑mention the warehouse team on the ticket and ask for clarification before proceeding.

4. Step 2 — Submit the claim to the vendor (Open → Submitted)

Once you understand the issue:

1. Contact the vendor.

   • Use their portal or email, following the vendor’s normal warranty process.

   • Attach photos and include:

     • Customer/job info.

     • SKU, color, quantity.

     • A brief description of the damage or defect.

2. Update the Warranty Ticket status.

   • In HubSpot, open the Warranty Ticket.

   • Change Ticket Status from Open to Submitted.

What “Submitted” means:

• The claim is with the vendor.

• You are waiting on the vendor to confirm the replacement order (not waiting on warehouse at this point).

5. Step 3 — Vendor confirmation and choosing the right final status

When the vendor confirms the replacement order:

• You must choose between two final statuses on the Warranty Ticket:

  • Shipped — for SHIP vendors.

  • Ready for Pickup — for PICKUP vendors.

5.1 SHIP vendors — use “Shipped”

Use Shipped when:

• The vendor confirms the replacement part is in transit to us (they will ship it to our warehouse).

Steps:

1. Confirm via email/portal that the part has shipped or is scheduled to ship.

2. In HubSpot, open the Warranty Ticket.

3. Change the Ticket Status from Submitted to Shipped.

5.2 PICKUP vendors — use “Ready for Pickup”

Use Ready for Pickup when:

• The vendor confirms the replacement part is sitting at their facility waiting for us to pick it up.

Steps:

1. Confirm via email/portal that the part is ready for pickup.

2. In HubSpot, open the Warranty Ticket.

3. Change Ticket Status from Submitted to Ready for Pickup.

6. What happens next: automatic RECEIVE tickets

As soon as you move the Warranty Ticket to Shipped or Ready for Pickup:

• HubSpot automatically creates a Receive ticket for the warehouse.

• This Receive ticket:

  • Tells the warehouse what replacement part to expect.

  • Drops into their normal daily workflow.

At this point:

• Your work on this specific warranty is complete.

• The warehouse will:

  • Receive the part.

  • Complete the rebuild or finishing work.

7. If the vendor rejects or delays the claim

Sometimes a vendor may:

• Reject the claim.

• Ask for more information.

• Put the item on backorder.

In these cases:

1. Update the Warranty Ticket notes with:

   • Vendor response.

   • Any additional steps they have requested.

   • Expected timelines if available.

2. Keep the ticket in Submitted until:

   • A replacement order is actually confirmed, then move to Shipped or Ready for Pickup, or

   • Management decides the issue cannot be resolved through warranty and directs a different path.

If the issue materially delays the job or affects the customer’s schedule, you may also:

• Coordinate with your manager.

• Use Needs Attention or other exception processes if required.