Section A – Warranty Policy Manual
A.1 DEALERSHIP ADMINISTRATION
A.1.3 Record Retention
Dealers are required to implement adequate controls to ensure the integrity of documents prepared electronically or manually is maintained. All claim supporting records listed may be stored in accordance with the guidelines contained in the Dealer Sales and Service Agreement (and backed up in accordance with a disaster recovery process). Dealerships must retain all records that substantiate warranty claims. The Record Retention Period is 7 years (with a minimum of 2 years on-site (in hard copy) & 5 years offsite (electronic or hard copy)).
NOTE: If Federal or State Government legal requirements require a greater retention period, then such a greater period must be followed.The following records (printed or electronically stored) are needed to support claims and other payments reimbursed by the Company:
- Bill of Lading/Delivery Document
- Pre-Delivery Inspection sheets
- Diagnostic equipment printouts if required by repair instructions. e.g., diagnostic tool session files are not a requirement unless called out specifically in a repair process
- Documents originating from an electronic device and signed by the customer are valid. e.g., Rental Car Agreement with Electronic Signature from the Rental Agency’s tablet.
- Parts Vehicle Off-Road (VOR) documentation (to support parts back orders or repair delays)
- Extended Service Plan signed contract form(s) and Used Vehicle Inspection Checklists
- Internal dealership Repair Orders
- Owner-paid Repair Orders (including Invoices)
- Invoices (Original or legible copies) such as — Outside Parts (OSP), Outside Labour (OSL), Body Shop estimates & detailed invoices, OTC part sales invoice, towing "log" for dealer-owned tow truck or sublet towing invoice tow bills, and transportation charge receipts, plus record of payments (including details of discounts obtained)
- Maintenance service Repair Orders (copy)
- Notification of delayed delivery date or in-transit mileage accumulation
- OASIS printout for each repair visit
- Owner-paid Repair Order
- Payroll records (detailed records used to prepare payrolls – e.g., daily time and job tickets)
- Quality checklists
- Completed Vehicle Report Card
- Repair Order for accessory or previous warranty claim
- Repair Order paperwork submitted to Ford
- Accounting copy, Warranty Claim forms, refunds, service copy that shows Technician comments, Time punches / Technician clocking, Service Management signatures, Service-installed / Over-the-counter parts and accessories claim including supporting documentation, etc.,
- Vehicle History Records
- Technician time sheets/attendance records, as used for payroll preparation. This includes records relating to staff that may have left the Dealership during the relevant period
- Records of parts issued
- Vehicle Silhouette forms for Paint Surface & Corrosion Perforation Warranty repairs (where applicable)
- Evidence of any approvals given by the Company
- Parts purchase invoices where specifically linked to claims
- Documentation/Policy details relating to any extended or used vehicle warranties sold
- New vehicle delivery documentation
- Evidence of vehicle Warranty Start Date (WSD)
- Any other records which support claims reimbursed by the Company.