Checklist template

Warranty claim and repair order audit for auto dealerships

A ready-to-use checklist with 118 items in 6 sections, covering Repair orders, Time records, Parts retention, Authorizations, Discounts, Trends. Use it as-is in Bindy, or adapt it to your own standards in minutes.

  • 6 Sections
  • 118 Items
  • 95 Yes / No checks
  • 6 Scored ratings
  • 125 Points

Use this template How audits work

1. Repair orders 22 items

  1. Warranty repair orders sampled for this audit Number
  2. Each sampled repair order carries the customer's signature or recorded authorization from write-up Yes / No 1 pt
  3. The concern on each warranty line matches the customer's description at write-up, with no symptom added later Yes / No 1 pt
  4. The odometer reading is recorded at write-up Yes / No 1 pt
  5. The repair order was opened before the technician's first time punch Yes / No 1 pt
  6. Each warranty line states the cause, naming the failed part Yes / No 1 pt
  7. Each warranty line states the correction performed Yes / No 1 pt
  8. The technician's notes were entered by the technician who did the work Yes / No 1 pt
  9. The technician's number appears on each warranty line Yes / No 1 pt
  10. Warranty lines are separate from customer-pay lines on the same repair order Yes / No 1 pt
  11. Test results the manufacturer requires are attached (battery test slip, alignment printout, scan report) Yes / No 1 pt
  12. Photos the manufacturer requires for paint, trim, glass or tire claims are attached Yes / No 1 pt
  13. The odometer and in-service date show the vehicle was within coverage on the repair date Yes / No 1 pt
  14. Recall repairs sampled were open for that vehicle identification number on the repair date Yes / No 1 pt
  15. Sublet invoices are attached to warranty sublet lines Yes / No 1 pt
  16. Rental or loaner claims are supported by an agreement whose dates match the repair order Yes / No 1 pt
  17. Towing claims are supported by the towing invoice Yes / No 1 pt
  18. The vehicle's repair history was checked for a previous repair of the same concern Yes / No 1 pt
  19. Sampled claims were submitted within the manufacturer's deadline Yes / No 1 pt
  20. Each sampled repair order was retrieved with all its attachments during the visit Yes / No 1 pt
  21. Warranty repair orders open for more than 30 days Number
  22. Documentation of the repair orders sampled Rating
    • Complete on every repair order 5 pts
    • Gaps on a few repair orders 3 pts
    • Gaps on most repair orders 1 pt

2. Time records 17 items

  1. Technicians punch on and off each repair order line in the time system Yes / No 1 pt
  2. Punch times on the sampled lines fall within the technician's attendance hours that day Yes / No 1 pt
  3. No technician sampled was punched on two repair orders at the same time Yes / No 1 pt
  4. The labor operation code claimed matches the work described in the correction Yes / No 1 pt
  5. Time claimed equals the manufacturer's time allowance for the operation Yes / No 1 pt
  6. Time claimed beyond the allowance is supported by punch times and a written explanation Yes / No 1 pt
  7. Diagnostic time added to a claim was approved as the manufacturer requires Yes / No 1 pt
  8. Operations that share a disassembly step are not both claimed in full Yes / No 1 pt
  9. Edited punch times carry a manager's initials Yes / No 1 pt
  10. The report of edited punches is reviewed each month by the service manager Yes / No 1 pt
  11. The technician paid for the line is the technician who punched on it Yes / No 1 pt
  12. The technician held the manufacturer training required for the repair Yes / No 1 pt
  13. Gate, loaner or key records show the vehicle was at the dealership at the punch times Yes / No 1 pt
  14. The ratio of hours billed to hours attended is reviewed by technician each month Yes / No 1 pt
  15. Highest ratio of hours billed to hours attended for one technician last month (%) Number
  16. Time records are kept for the period the manufacturer requires Yes / No 1 pt
  17. Support for the labor time claimed Rating
    • Fully supported by punches 5 pts
    • Some lines unsupported 3 pts
    • Most lines unsupported 1 pt

3. Parts retention 16 items

  1. The replaced part for each sampled claim was produced from the retention area Yes / No 1 pt
  2. Sampled claims for which the replaced part could not be produced Number
  3. The tag on each retained part shows the repair order number and the line Yes / No 1 pt
  4. The retained part has the same part number as the part claimed Yes / No 1 pt
  5. The retained part shows the failure described in the cause Yes / No 1 pt
  6. Serial numbers on retained modules match the vehicle's record where they can be traced Yes / No 1 pt
  7. The quantity of parts claimed matches the parts invoice of the repair order Yes / No 1 pt
  8. Fluid quantities claimed match the capacity specified for the repair Yes / No 1 pt
  9. Parts on the claim were issued between the opening and the closing of the repair order Yes / No 1 pt
  10. No part on a paid claim was credited back to stock after the claim was paid Yes / No 1 pt
  11. Parts on the claim are the manufacturer's genuine parts where the manufacturer requires them Yes / No 1 pt
  12. Retained parts are held until the manufacturer's scrap date Yes / No 1 pt
  13. Technicians have no unsupervised access to the retention area Yes / No 1 pt
  14. Exchange units claimed were returned to the manufacturer Yes / No 1 pt
  15. Retained airbags and high-voltage components are stored as the manufacturer instructs Yes / No 1 pt
  16. Retention of replaced parts Rating
    • Every part produced and matching 5 pts
    • A few parts missing or mismatched 3 pts
    • Many parts missing 1 pt

4. Authorizations 22 items

  1. Repairs that need the manufacturer's prior approval show the authorization number on the repair order Yes / No 1 pt
  2. The authorization date is earlier than the start of the repair Yes / No 1 pt
  3. Goodwill repairs are approved in writing by the service manager or the manufacturer's representative Yes / No 1 pt
  4. Each claim is reviewed by the warranty administrator before it is submitted Yes / No 1 pt
  5. The warranty administrator does not write repair orders Yes / No 1 pt
  6. A shop foreman confirms the diagnosis on repairs above the cost limit set by company policy Yes / No 1 pt
  7. A change of a line from customer pay to warranty after write-up is approved by the service manager with a reason Yes / No 1 pt
  8. Claims resubmitted after rejection are supported by the original documents Yes / No 1 pt
  9. Rejected claims written off are approved by the general manager or the controller Yes / No 1 pt
  10. Rejected claims written off last quarter (dollars) Number
  11. Service contract claims show the administrator's authorization number obtained before the work Yes / No 1 pt
  12. Deductibles on service contract claims were collected from the customer Yes / No 1 pt
  13. The customer signed at pick-up for the warranty work performed Yes / No 1 pt
  14. Warranty repair orders on dealership-owned vehicles are reviewed by the service manager Yes / No 1 pt
  15. Warranty repair orders on vehicles of employees and their families are reviewed by the service manager Yes / No 1 pt
  16. No technician worked on a warranty claim for his or her own vehicle Yes / No 1 pt
  17. Transport damage claims were filed within the carrier's deadline with the delivery receipt Yes / No 1 pt
  18. Only the warranty administrator and the service manager can change the pay type of a closed repair order Yes / No 1 pt
  19. Date of the last warranty audit by the manufacturer Date
  20. Amount charged back at the last manufacturer audit (dollars) Number
  21. Findings of the last manufacturer audit have been corrected Yes / No 1 pt
  22. Approval of claims Rating
    • Approved and reviewed before submission 5 pts
    • Some approvals late or missing 3 pts
    • Approvals not obtained 1 pt

5. Discounts 20 items

  1. Each discount on a customer-pay repair order carries a reason code Yes / No 1 pt
  2. Discounts above the service advisor's limit are approved by a manager Yes / No 1 pt
  3. The discount report by service advisor is reviewed each week Yes / No 1 pt
  4. Discounts as a percentage of customer-pay sales last month (%) Number
  5. The coupon or offer code is recorded on repair orders discounted by a coupon Yes / No 1 pt
  6. The employee discount is given only to employees and the family members named in company policy Yes / No 1 pt
  7. No employee wrote the repair order for his or her own vehicle Yes / No 1 pt
  8. Internal reconditioning repair orders are approved by the used vehicle manager Yes / No 1 pt
  9. Repair orders for work promised at the sale carry a copy of the signed promise Yes / No 1 pt
  10. Charges to the goodwill expense account are approved by the service manager with a reason Yes / No 1 pt
  11. Goodwill expense last month (dollars) Number
  12. No-charge repair orders for repeat repairs refer to the original repair order Yes / No 1 pt
  13. Labor rate overrides are reviewed each week by the service manager Yes / No 1 pt
  14. Wear items (brake pads, wiper blades, tires) billed to warranty in the sample are covered by the warranty terms Yes / No 1 pt
  15. The customer's portion of a shared-cost repair was collected Yes / No 1 pt
  16. Voided repair orders are reviewed by the service manager Yes / No 1 pt
  17. Gaps in the repair order number sequence are explained Yes / No 1 pt
  18. Repair orders closed at zero value are reviewed each month Yes / No 1 pt
  19. Fleet account pricing is applied only to repair orders of that fleet account Yes / No 1 pt
  20. Control of discounts and goodwill Rating
    • Approved, coded and reviewed 5 pts
    • Some discounts unexplained 3 pts
    • Discounts not controlled 1 pt

6. Trends 21 items

  1. Warranty labor as a percentage of total service labor sales last month (%) Number
  2. The manufacturer's warranty expense report is compared with the district or peer group average each month Yes / No 1 pt
  3. The dealership is within the manufacturer's warranty expense threshold Yes / No 1 pt
  4. Warranty claims are reviewed by technician each month Yes / No 1 pt
  5. Warranty claims are reviewed by service advisor each month Yes / No 1 pt
  6. The 10 most claimed labor operations are compared with the peer group Yes / No 1 pt
  7. The share of claims carrying added diagnostic time is tracked each month Yes / No 1 pt
  8. Claims made shortly before the end of coverage are reviewed for a pattern Yes / No 1 pt
  9. The repeat repair rate is tracked each month Yes / No 1 pt
  10. Claims rejected or returned last month (%) Number
  11. Average days from the closing of the repair order to claim submission Number
  12. The warranty receivable account is reconciled each month Yes / No 1 pt
  13. Warranty receivables older than 60 days (dollars) Number
  14. Date of the last internal warranty self-audit Date
  15. Internal warranty self-audits are done at the frequency set by company policy Yes / No 1 pt
  16. Self-audit findings were presented to technicians and service advisors Yes / No 1 pt
  17. Corrective actions from the previous warranty audit have been completed Yes / No 1 pt
  18. Name of the service manager Short text
  19. Name of the warranty administrator Short text
  20. Overall integrity of warranty claims Rating
    • Strong 5 pts
    • Partial 3 pts
    • Weak 1 pt
  21. Corrective actions required Comments

About this template

This checklist is part of the Bindy template library. Yes / No checks score 1 point when met; ratings score the points shown for each option. The overall score is the percentage of points earned, with N/A answers excluded. In Bindy you can add photos, assign corrective actions, require sign-off and compare results across sites.

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