warranty-recovery

Warranty claim exception call

A residual claim exception is what is left when a legitimate submitted claim is rejected, returned, unpaid or stalled and the portal, the documented reject code and the written follow-up have not produced an actionable reason or next step. Somebody has to phone the OEM or distributor, ask what holds the claim and what would move it, and come back with something an operator can act on. This skill packages that call so that what comes back is checkable.

The workflow's hard rule is that the result is allowed to be empty. An unknown that is labelled unknown is worth more than a confident answer nobody said.

When to use this

Use it when all of the following hold:

• a claim was actually submitted, and self-service channels have already been exhausted on it: portal status checked, documented code looked up, written follow-up sent;
• the source record still does not state the next step;
• the counterparty is a business you have an authorization basis to call;
• the outcome the caller needs is the counterparty-stated status, reason, required correction and any reference — not a decision.

Do not use it to adjudicate coverage, dispute or negotiate a claim, resubmit, or call a consumer. It asks questions and records answers.

Before the call

1. Establish the authorization basis. Read references/safety.md for the four bases this workflow accepts and what each requires. No basis, no call.
2. Snapshot the source claim: platform, claim id, immutable source version, exception status, documented code and reason, the ordinary remedies already attempted, and the caller's account context. The snapshot is what every later check compares against, and a write-back only ever happens against an unchanged version.
3. Check the gates in order: residual necessity (the source must not already answer the question), the organization's own economic policy (supplied facts only, never an estimate), then authorization.
4. Derive the idempotency key from the authorization record, the source claim and version, and the contract version — never from the attempt. A retry must reuse the key; a deliberate re-check must not.