Use the Supplier recovery case to enter and manage supplier recovery claims. When a defect is
caused by a supplied part, the manufacturer submits a claim to the supplier so the
manufacturer can be reimbursed for the warranty-related costs associated with the warranty
claim or work order.
During the supplier claims recovery process, the manufacturer recovers a percentage of the
cost of the failed or replaced part that is provided by the supplier. The supplier manager, as
a representative of the manufacturer, manages a group of suppliers on behalf of the
manufacturer. A supplier can also be a business entity (company) that supplies parts to the
manufacturer. To the Pega® Warranty application, the supplier is a role within this business
entity that manages the supplier claims that are raised against the company.
The complete supplier claim process flow is detailed in the following image:
For a warranty claim, the dealer replaces the failed part with a new part and sends the
failed part to the manufacturer for inspection. For more information about inspection process,
see Managing a Return authorization subcase. The
manufacturer creates a supplier claim to recover the cost incurred from the supplier.
The supplier manager can register new suppliers and specify details, such as the parts that
the supplier is obligated to provide or the supplier’s responsibility ratio for the part. The
supplier responsibility ratio is the percentage of the cost of the part that the supplier is
liable for regardless of the reason why a part has failed and is replaced with a new one. The
recovery amount or the supplier claim amount is calculated by multiplying the total cost of
the replaced part by the supplier responsibility ratio. This is the amount that the supplier
must pay to the manufacturer for the replacement of the failed based on the contract.
The manufacturer can ask the supplier to pay for the part that was replaced based on the
supplier responsibility ratio percentage specified in the contract. The supplier can either
choose to make that payment or dispute that payment completely or partially. The supplier
manager verifies the supplier’s dispute and either approves or denies it. If the supplier
manager determines that the supplier was not at fault and the dealer should pay for the
replacement, the supplier manager initiates a dealer chargeback.
To create supplier recovery cases, log in to the Supplier Manager portal using the default
WarSupplierManager or WarSupplier operator IDs. For more information on login credentials, see
Operators list and description.