A warranty job that is waiting on a part is not stalled or lost. The job stays open any Parts step in the job workroom and picks back up as the part moves through ordering, shipping, delivery, and requires when require. You do not need to request authorization again or open a new job.

Do not mark the repairs complete while you're waiting on parts. Once repairs are marked complete and forward in the workflow.

Once parts have been requested for a repair item — or the manufacturer's team marks the parts as ordered and shipped — a Parts step appears in the warranty job workroom. This is where you can follow the status of the parts associated with the repair.

If the manufacturer requires a part to be returned, the job will also include a Parts & Returns step. This is where the return label can be request and return progress is tracked.

Keep the job open and use the job workroom for updates or questions while you're waiting. This keeps the parts, repair, and manufacturer communication connected to the same warranty request.

No. If you've completed an approved diagnostic and initial trip but the repair is now waiting on parts, you cannot submit an invoice for only the completed portion of the job.

The portal builds one invoice for the entire warranty job, including the approved work you've already completed. Nothing is lost while you're waiting for the remaining repair to be completed.

Keep the job open while you wait for the parts. Once the job is complete, you'll move forward with the invoice for the full job.

If the wrong part arrives — or the part arrives damaged — do not install it or independently source a substitute.

Keep the part and keep the issue connected to the existing warranty job. Use on platform instant messaging to provide the Partner Representative with details about the wrong or damaged part, including photos and identifying part information when available.

The Partner Representative can then determine the appropriate next steps and initiate a replacement or confirm an alternative sourcing of the part.

Some warranty repairs require the removed part to be returned to the manufacturer. When a return is required, follow the instructions provided through the warranty job workroom. You will be prompted to request the return label and notify the Partner Representative directly from the workroom.

If the repair is complete but you're still waiting for the return label or return instructions, do not ship the part at your own expense or dispose of it. Keep the part until you receive further instructions.

If you have questions about a part requiring return, use the instant messaging function in the workroom to contact the Partner Representative. You can also call the Partner Representative if you need additional assistance.

A manufacturer may determine that a physical return is no longer necessary and that photos or other documentation are sufficient. Continue following the instructions associated with the warranty job rather than making that determination independently.

Having the needed part in stock does not automatically make it approved for the warranty repair.

Get authorization for the part before installing it if you expect the manufacturer to cover the cost. Do not assume an unapproved part can be added to the warranty invoice afterward.

Sometimes a part arrives after the RV owner has moved locations or is no longer available to complete the repair.

Do not mark the repair complete simply to close the job. Add an update to the warranty job so the situation can be addressed while the request is still open.

If the RV owner needs to be contacted or the remaining repair needs to be coordinated, RV Help can help determine the appropriate next step.