Viindoo demo handbook for trading and distribution
Part VI. Warranty repairs
This part answers the question: when a machine your customer has bought breaks down, how do you receive it, repair it, charge for it (or not) and record it in the books, and how do you look up the full history of one machine by its serial number. The main readers are warranty technicians, the Warranty Warehouse (Kho Bảo hành) storekeeper, customer care staff and cost accountants.
The running example uses the customer Công ty CP Sản xuất Chế biến Gỗ Tân Phú Lâm and two machines this customer has bought:
- the industrial computer PN64-DI, serial number TVS261001246, bought on order S00145 and delivered on 21/10;
- the industrial computer with integrated 15.6 inch display (DPC-9156C), serial number TVS260900667, bought on order S00082.
The orders KBH/RO/00010, KBH/RO/00011 and KBH/RO/00012 are open orders of the story; your company only looks at them and does not process them.
Lesson 39. Configure warranty repairs
About 10 minutes. By the end of this lesson your company knows the three things that make a repair order run correctly: the operation type of the Warranty Warehouse, the location that receives replacement parts (tied to account 6418) and the Under Warranty box.
The Warranty Warehouse (code KBH) is a separate warehouse for the warranty technicians. Spare parts were received into this warehouse from 01/09 on a purchase order that records the serial number of every part, so every part used in a repair can be traced back to its source.
Step 1 - Open the location "Linh kiện thay thế bảo hành"
Open the list of warehouse locations, choose the line Linh kiện thay thế bảo hành (Warranty replacement parts) and read the Accounting Information section.
Inventory > Configuration > Warehouse Management > Locations
What you should see: the Location Type is "Inventory Loss" and the Loss Account is 6418 Other cash expenses. This is the "destination" of every part used in a repair: when a part leaves the KBH warehouse for this location, its value goes straight into the expenses of the period (Debit 6418, Credit 156), instead of staying on work in progress.
What you lose if you do not configure it: the other warehouses of the company still use the Repair operation type that moves parts to the default production location, so the value of the parts does not fall into warranty expense 6418 and the accountant cannot read the warranty cost of the period.
Step 2 - Open the operation type "Kho Bảo hành: Repairs"
Open the list of operation types and choose the line Kho Bảo hành: Repairs.
Inventory > Configuration > Warehouse Management > Operations Types
What you should see: the Type of Operation is "Repair" and the Sequence Prefix is RO (so orders carry the number KBH/RO/xxxxx). In the Locations group: the source and destination of the product (the machine the customer brings in) are both Customers, because the machine belongs to the customer and is not stock; the component source is KBH/Tồn kho and the component destination is Linh kiện thay thế bảo hành (the location from Step 1). The boxes Create New and Use Existing ones are both ticked so that the order takes exactly the serial number of the customer's machine.
What you lose if you do not configure it: an order created in another warehouse takes parts from that warehouse and pushes their value to that warehouse's default destination, and the warranty technicians do not see the spare parts of the Warranty Warehouse.
Step 3 - Read the three deciding fields on a new order
Open a new order and read three fields: Operation Type, Lot/Serial (it appears after you choose the machine) and Under Warranty. Your company only looks and does not save.
Repairs > Orders > New
What you should see: the Operation Type defaults to Kho Hà Nội: Repairs, not the Warranty Warehouse, because a repair order takes the default warehouse of the user who is logged in. On every new order your company must change it to Kho Bảo hành: Repairs. Under Warranty is empty; when you tick it, the sales price of every product moved from the order to the sales order is set to 0 (exactly as the field's tooltip says).
What the system does not do: the system does not calculate the warranty expiry from the serial number. The staff member checks the delivery date of the machine (see the lesson Look up the history of a machine by serial number) and ticks Under Warranty by hand according to the company's warranty policy.
Lesson 40. Receive a machine under warranty and replace a part
About 20 minutes. By the end of this lesson your company has opened a repair order for a machine of the customer Tân Phú Lâm, replaced one RAM module taken from the Warranty Warehouse, run the order from New to Repaired and read the warranty cost entry Debit 6418 / Credit 156.
Step 1 - Open the list of repair orders
Open the list of repair orders to see the existing orders.
Repairs > Orders
What you should see: orders numbered KBH/RO/..., the Status column (Confirmed, Under Repair, Repaired), and the Sale Order column holding the order number for the orders that are charged.
Step 2 - Click New and enter the intake information
Click New. Enter, in this order:
- Operation Type: choose Kho Bảo hành: Repairs;
- Customer: Công ty CP Sản xuất Chế biến Gỗ Tân Phú Lâm;
- Product to Repair: the machine Industrial Computer PN64-DI (code DEMO-PC-FUL-2452);
- Lot/Serial: type TVS261001246;
- tick Under Warranty (the machine was delivered on 21/10, still within the period under the company's policy).
Repairs > Orders > New
What you should see: the form shows the right customer, machine, serial number and operation type Kho Bảo hành: Repairs, and Under Warranty is ticked. The title of the order stays "New" until you save.
Step 3 - Add the replacement part
On the Parts tab, click Add a line, keep Type as Add, type the product Memory Module Lexar 16GB SO-DIMM DDR5 5600 (LD5S16G56C46ST-BGS) (code IN-RAM-SD5-16G-LX), demand 1. Click the save icon (cloud) at the top of the form.
Repairs > Orders > (the order just created) > Parts tab
What you should see: the order has the number KBH/RO/00020, the part line carries the label Available (the Warranty Warehouse still has the spare part), and the status is still New.
Step 4 - Confirm the repair
Click Confirm Repair. The machine belongs to the customer and passes through the location Customers, so the system does not ask about stock of the machine.
Repairs > Orders > (order) > Confirm Repair
What you should see: no warning dialog; the status bar moves to Confirmed and two new buttons appear: Start Repair and Unreserve. The part is now reserved in the Warranty Warehouse.
Step 5 - Start the repair
Click Start Repair when the technician starts the work.
Repairs > Orders > (order) > Start Repair
What you should see: the status Under Repair, the only button to go forward is End Repair; the Component Status field already shows Available.
Step 6 - End the repair
Click End Repair when the machine is repaired.
Repairs > Orders > (order) > End Repair
What you should see: the status Repaired, the part line has Quantity 1.00 (issued from stock), and the smart button Product Moves appears. The order has no Sale Order button because the machine is under warranty and the customer does not pay.
Step 7 - Read the warranty cost entry
Open the list of journal entries, remove the Manual Entries filter, search by the order number KBH/RO/00020, then open the entry you find.
Accounting > Accounting > Transactions > Journal Entries
What you should see: one entry in the journal Inventory Valuation with a number of the form STJ/2026/10/..., reference KBH/RO/00020. Open the entry:
What you should see: two lines: Credit 156 Merchandise inventory 754,000 VND (the cost of the RAM module leaving stock) and Debit 6418 Other cash expenses 754,000 VND. This is the warranty expense of the period; the customer has no invoice. The accounting date is the day your company processes the order (the system does not allow back-dating a stock document).
Lesson 41. Repair a machine out of warranty: quote, confirm, invoice
About 25 minutes. By the end of this lesson your company has created a repair order without ticking Under Warranty, prepared a quotation from the order, confirmed the sales order, run the order to Repaired and issued an invoice to the customer.
Scenario: the power adapter of the machine TVS260900667 broke because it was plugged into the wrong voltage at the customer's workshop. The customer caused the fault, so it is not covered by warranty.
Step 1 - Create a new order without ticking Under Warranty
Click New. Enter: Operation Type Kho Bảo hành: Repairs; Customer Công ty CP Sản xuất Chế biến Gỗ Tân Phú Lâm; Product to Repair IN-AIO-DAR-DPC-9156C-J6412-8GB-128GB; Lot/Serial TVS260900667. Leave Under Warranty empty. Add one part line AC 220V to DC 12V/5A Power Adapter, plug type (code CS-ADT-ZB480200-3LS-VN), demand 1. Click save.
Repairs > Orders > New
What you should see: Under Warranty is not ticked; the part carries the label Available; after saving, the order has the number KBH/RO/00021.
Step 2 - Click Create Quotation
On the order you just saved, click Create Quotation.
Repairs > Orders > (order) > Create Quotation
What you should see: a quotation S00229 for the right customer, Pricelist Standard Price List (VND), Payment Terms 30 Days, one power adapter line with unit price 1,814,000 VND, tax 10%, Total 1,995,400 VND. In the top corner a smart button Repairs takes you back to the order.
Step 3 - Confirm the quotation into a sales order
Click Confirm on the quotation.
Repairs > Orders > (order) > Sale Order > Confirm
What you should see: the status bar moves to Sales Order, the buttons change to Create Invoice, Send, Preview and Cancel; the Delivered column of the line is 0.00 because the repair order is not finished yet.
Step 4 - Go back to the repair order
Click the smart button Repairs at the top of the sales order to return to the order KBH/RO/00021.
Sales > Orders > Orders > (order S00229) > Repairs
What you should see: the order is still in the New status, the top of the form has the smart button Sale Order S00229, and the Customer field has become a link that can no longer be edited.
Step 5 - Run the order to Repaired
Click in turn Confirm Repair, Start Repair, End Repair.
Repairs > Orders > (order)
What you should see: when it ends, the order is Repaired, Under Warranty is not ticked, and the top of the form has both Sale Order S00229 and Product Moves.
Step 6 - Check the delivered quantity on the sales order
Open the order S00229 again from the smart button.
Repairs > Orders > (order) > Sale Order
What you should see: the Delivered column of the order line is 1.00 (finishing the repair order is the condition for the system to treat the goods as delivered), and the Invoiced column is still 0.00.
Step 7 - Create the invoice
Click Create Invoice, keep Regular invoice, click Create Draft.
Sales > Orders > Orders > (order S00229) > Create Invoice
What you should see: the dialog has three options (regular invoice, down payment %, down payment amount); after you create it, the system opens the invoice in the Draft status with the button Confirm.
Step 8 - Confirm the invoice
Click Confirm on the invoice.
Accounting > Customers > Invoices > (invoice)
What you should see: the invoice carries the number INV/2026/00188, the status Posted, the revenue line 511 Revenue from sales and services, total 1,995,400 VND, Amount Due 1,995,400 VND. An e-invoice is issued only when your company connects the account of an e-invoice provider.
Note for accountants: the part still leaves stock for the location Linh kiện thay thế bảo hành, so the cost of 1,495,000 VND of the power adapter is also booked Debit 6418 / Credit 156 (like the entry in the previous lesson), while the revenue goes to 511. When you reconcile the gross margin of charged repair services, add the 6418 amount of the orders that have a sales order.
Lesson 42. Look up the history of a machine by serial number
About 10 minutes. By the end of this lesson your company can read from a serial number: which supplier the machine was received from, which customer it was delivered to, and how many times it has been repaired. Do this step before you decide whether to tick Under Warranty.
Step 1 - Find the serial number
Open the list of lots/serial numbers, type TVS261001246 in the search box and open the group Customers (the location group that shows this machine).
Inventory > Products > Lots / Serial Numbers
What you should see: one line TVS261001246 for the product Industrial Computer PN64-DI, in the location group Customers (the machine has been delivered to the customer and is no longer in stock).
Step 2 - Open the serial number and read the smart buttons
Click the serial number line.
Inventory > Products > Lots / Serial Numbers > (serial number)
What you should see: the Customer field shows the customer who bought the machine; the row of buttons at the top of the form: repairs (To Do / Done), Sales, Purchases, Transfers, Location, Traceability.
Step 3 - See the repairs of the machine
Click the repair button (wrench icon) at the top of the form.
Inventory > Products > Lots / Serial Numbers > (serial number) > To Do / Done
What you should see: the list of repair orders linked to this serial number; there are orders already done on this machine, in the status Repaired; the order your company made in the previous lesson is KBH/RO/00020.
Step 4 - Open the traceability report
Go back to the serial number and click Traceability.
Inventory > Products > Lots / Serial Numbers > (serial number) > Traceability
What you should see: lines in time order, newest on top: the repair orders (KBH/RO/00020 of your company), delivery to the customer (HN/OUT/00048, 21/10) and receipt from the supplier (HN/IN/00070, 20/10). The delivery date of 21/10 is the basis for deciding whether the machine is still within the warranty period.
Lesson 43. Warranty repair reports
About 10 minutes. By the end of this lesson your company can read the number of orders by status, by warranty and by customer, and knows where the warranty cost of the period sits.
| Report | Question it answers |
|---|---|
Repairs > Reporting > Repairs |
How many repair orders there are, by machine, by customer, by status, under warranty or not; available as a chart, a list and a pivot table |
Repairs > Orders |
Which orders are open and past their scheduled date; the Sale Order column shows which orders are charged |
Accounting > Reporting > Audit Reports > General Ledger |
How much the warranty cost (account 6418) is for the month |
Accounting > Accounting > Transactions > Journal Entries |
The cost entry of each order (search by the number KBH/RO) |
Inventory > Products > Lots / Serial Numbers |
The history of one machine: who bought it, from whom it was bought, how many times it was repaired |
Step 1 - Group the orders by status and warranty
Open the report and click the list icon (three bars). Remove the default group "Product", open the group-by list (the arrow at the right of the search box), choose Status, then under Custom Group choose Under Warranty. Click the group lines to open them.
Repairs > Reporting > Repairs
What you should see: the groups Confirmed, Repaired and Under Repair with the number of orders, and inside each group two branches Yes (under warranty) and No (out of warranty, charged). The screen title in the title bar reads Repair Orders Analysis.
Step 2 - Group the orders by customer
In the same report, remove the previous grouping and choose the group Customer.
Repairs > Reporting > Repairs
What you should see: each customer is a group with its number of orders; the customer Tân Phú Lâm has two more orders from the two lessons above. Reading it this way tells you which customer's machines break often so you can look after them.
Step 3 - Read the warranty cost 6418 in the General Ledger
Open the General Ledger, set the period to the current month and find the line 6418 Other cash expenses.
Accounting > Reporting > Audit Reports > General Ledger
What you should see: the line 6418 has a positive Debit and Balance; it is the total cost of the parts of the repair orders completed in the month (every entry booked to 6418 in this environment comes from repair orders). The number grows each time an order is completed; it changes by the day, so the handbook does not state a fixed figure.
Lesson 44. Self-study exercise: warranty repairs
About 30 minutes. Your company works alone, without step-by-step screenshots; check each task against the What you should see of the lessons above.
- For the customer Công ty CP Sản xuất Chế biến Gỗ Tân Phú Lâm, look up the serial number
TVS260900764(the server on order S00064). Read the delivery date in the traceability report and note which supplier the machine was received from. - Create a new warranty repair order for this machine, operation type
Kho Bảo hành: Repairs, the replacement part being a server power supply (code IN-PS-PSU 1300W-AS). Run the order to Repaired. - Open the entry of the order and check: the debit account is 6418, the credit account is 156, the amount equals the cost of the part.
- Create a second order for the same customer, machine
TVS260900667, with a fault caused by the customer (do not tick Under Warranty), create a quotation, confirm it, run the order to Repaired, create and confirm the invoice. Compare the invoice Total with the unit sales price of the part plus tax. - Open
Repairs > Reporting > Repairs, group by Status then Under Warranty; identify the number of repaired orders under warranty and the number of charged orders. Compare with the General Ledger of account 6418. - Thinking question: a charged order still books its cost to 6418. If your company wants to separate this cost from warranty expense, what has to change in the configuration (hint: the destination location of the parts in the configuration lesson)?
