Warranty costs recovered from the supplier instead of written off
How an online retailer automatically files the reimbursement request with the supplier after every warranty claim — with proof of payment and product details.
On low-value items — below an internal pricing threshold — customer service handled warranty claims reliably, without ever contacting the supplier. Items were refunded or replaced, and no one ever filed a reimbursement request. The result: high customer satisfaction, but recurring losses, because the company carried the costs without recovering them.
Fulfilled warranty claims now feed into a monthly report listing all affected products and their suppliers. A robot processes it and sends the reimbursement requests automatically - including proof of payment and product details. Fully integrated into the ERP system, the solution takes over a step that previously had no owner. Analytics show the amounts recovered per month and per supplier - along with the most frequent warranty issues.
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