Warranty window
Set "Warranty length (days)" in your service agreement; 0 means no warranty. Coverage starts when the ticket's latest invoice is paid in full. Customers see "Covered until …" on their on-site visit page.
Original repair records before a warranty rework decision
When a repaired device returns, find its earlier ticket. The original work and your service terms inform the coverage decision. Record the rework with a reference to that repair.
Starts on Standard
Warranty and rework guideReturning devices and coverage decisions
- 1
Find the earlier repair
Select the returning customer and open their repair history. Identify the device and original work before preparing a new ticket for the return.
- 2
Decide whether work is covered
Compare the reported problem with the original repair and your service terms. Staff make the coverage decision after reviewing that context.
- 3
Document the return
A rework ticket records the issue, device identifiers, store and queue. Reference the original repair in intake notes, and enter a no-charge estimate when the shop approves covered work.
Coverage periods and claim records
Returning-customer recognition provides context. Coverage dates and any formal claim record have their own requirements.
Missing coverage information
Without a paid invoice or configured warranty period, a ticket has no calculated coverage window.
Ownership warning
When a matching device identifier belongs to hardware previously brought in by another customer, check-in can show an ownership warning for staff to review.
Formal claims through the API
With enabled API access on Business, integrations can open claims for actively covered tickets, record decisions, link rework and save resolution notes.
Warranty returns and coverage limits
Ticket history and rework are included on Standard, Pro and Business; formal claims through the API require Business.
Compare plans
When does a repair's warranty period start?
BenchKey calculates the coverage window from the ticket's latest paid invoice using the warranty period in your business service terms. Without that paid invoice or a configured period, there is no calculated coverage.
Who decides whether a warranty return is covered?
Selecting a returning customer or recognizing a device does not approve the return. Staff still review the original repair, the reported problem and the shop's service terms before deciding whether to cover the work.
How are formal claim approvals and resolutions tracked?
Formal claim records are available through enabled API access on Business. An integration can open a claim against active coverage, approve or reject it, attach a rework ticket and record resolution notes. Access also depends on permissions and workspace configuration.
What happens if the device now belongs to someone else?
A matching serial number or device identifier can reveal earlier repair history and an ownership warning. Recognition does not replace the saved customer or automatically combine customer records. Staff review the history before accepting the return.
The waitlist is open for repair shops
Leave your email for access updates. Your name and shop name are optional.
Watch the product tour 3:34 Follow a repair from check-in to pickup in BenchKey