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