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Repair order case type

Updated on January 18, 2022

A Repair order is a reusable Pega Warranty case type that is used to complete product repairs. It is used by a dealer or repair technician to repair products for customers.

A repair is performed on a particular serial number or vehicle identification number (VIN) of a damaged product or vehicle. To start the repair order process, it is necessary to provide a serial number, or VIN if it is in the automotive layer.

Based on the provided serial number, the system performs the following actions:

  • Automatically populates the relevant product information
  • Fetches the customer, dealer, and warranty details, as well as a repair history
  • Lists all warranties associated with the product
  • Checks if the product serial number has any active and responding warranties associated with it
  • Populates the Product details tab with additional information
  • Populates campaigns associated with the cause of the repair

The customer can choose to do any of the following actions:

  • Call customer care service
  • Schedule an in-field repair
  • Take the product to the in-shop repair center at a dealership where the product can be repaired

The complete Repair order case flow is detailed in the following image:

Repair order process flow

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