$ ____"
 The customer must sign the repair order acknowledging that they received an alternate
transportation service.
− If the alternate transportation service is not documented on the repair order, the customer
must sign the Volkswagen Alternate Transportation Form acknowledging that they
−

received an alternate transportation service.
The form is located in WISE > Resource Center > Forms > Alternate Transportation.

PARTS MATERIAL ISSUE
The parts material issue must show the quantity, part number, and part description for every part used
for a warranty repair. Parts used from the wiring harness repair kit, VAG 1978, must be listed by part

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number on the repair order’s parts material issue to substantiate the payment for wiring repairs
claimed under warranty.
SUPPORT FOR A-TIME AND DIAGNOSIS TIME
Volkswagen Warranty must be able to reconstruct why A-time/diagnosis time has been claimed. Any
A-time/diagnosis time claimed must be fair, realistic, and have a technically sound explanation. The
technician must provide written detail of the diagnosis procedures used on the back of the repair order
hard copy.
A-time/diagnosis time must also be supported by the technician's punch time. A-time and diagnosis
time require a separate "on" and "off" punch time unless used in combination with a SRT operation, in
which case punch "on" when the repair is started and "off" when completed. The technician may also
punch individually for A-time and/or diagnosis time if used in combination with a SRT operation in
order to preserve the technician's efficiency on the SRT operation.
When claiming a road test, the repair order must clearly show the vehicle mileage "before" and "after"
the road test.
The time while being on hold with the Technician Helpline is not reimbursable. The Technician
Helpline recommendations, date of contact and case number must appear on the repair order. The
Technician Helpline case number must be entered in the claim comments. All supporting printouts and
other documentation such as Volkswagen-approved diagnostic tool printouts must be attached to the
repair order hard copy and be available for review.
CROSS-REFERENCING INFORMATION
All supporting documentation for a warranty repair must be cross-referenced to the original repair
order, for example, record the repair order number(s) and VIN on the supporting documentation.

2.3.2

REQUIRED DOCUMENTATION WITH REPAIR ORDER
Also see section 3.50 Service Xpress (VW Brand Approved).
ALL CHECKLISTS, WORKSHEETS, AND TEST PRINTOUTS
Documentation to be attached to the repair order includes but is not limited to all "before" and "after"
adjustments or specifications, i.e. "before" and "after" wheel alignment measurements, a copy of the
PDI checklist if the PDI was not performed using the ePDI application, all diagnostic worksheets, test
sheets, or printouts such as the Infotainment Worksheet, Transmission Repair vs. Replacement
Worksheet, Brake Disc Measurement Form, Midtronics® Battery Tester printout, Robinair
ROB134APF Air Conditioning Service Unit printout, sublet invoices, loaner agreements, alternate
transportation form if the alternate transportation service is not documented on the repair order, and
Volkswagen-approved diagnostic tools' data printouts.

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 Note: Volkswagen-approved diagnostic tools' data printouts are required for No Charge
Scheduled Maintenance claims if the maintenance service mandated the use of a Volkswagenapproved diagnostic tool.
The results of any VAS 6774 test procedure must be recorded on the repair order and entered into the
Comment section of the claim. When the VAS 6774 specific gravity test result or the gasoline vapor
(sensor head) test result indicates incorrect/contaminated fuel, a printout of the fuel sample lab report
(Certificate of Analysis) is a mandatory claim documentation requirement. The Certificate must be
attached to the repair order to substantiate a diesel fuel system diagnosis only warranty claim (when
the Certificate of Analysis result = "Fail") or diagnosis and repair warranty claim (when the Certificate
of Analysis result = "Pass"). For additional information regarding diesel fuel system diagnosis and
repair, refer to Technical Bulletin Instance Numbers 2041057, 2041063 and 2041118.
SERVICE MANAGEMENT APPROVALS
The requirements for service management approvals are contained within the individual policies of the
Volkswagen Warranty Policies and Procedures Manual.
The method to document involvement and consent of dealership service management for various
types of repairs is by Service Manager or Service Director signature, date, and explanation.
In cases where the Service Manager or Service Director is unavailable, the dealership is to designate
other individuals to be responsible and accountable for all of the dealership’s service management
approvals. Service Manager/Service Director designates are to be salaried or non-commissioned
members of the dealership’s service management team.
A Service Manager/Service Director designate would normally be someone who supervises
employees, is responsible for the performance of the service department, and administers or applies
Volkswagen’s warranty policies and procedures. Service Technicians, Warranty Administrators, and
other support staff or hourly/commission-compensated personnel are not to be empowered for service
management approvals. Additionally, the delegation of service management approvals is to be
routinely monitored by the dealership’s General Manager to ensure compliance with Volkswagen’s
warranty policies and procedures.
AUTHORIZATION FORMS
This includes, but is not limited to: All authorization forms such as the Warranty Parts Release
Authorization Form.
Forms are available on WISE under Resource Center > Forms.
INVOICES, LOANER AGREEMENTS, ALTERNATE TRANSPORTATION FORM
All sublet invoices and loaner agreements must be included with the repair order. Invoices are not
considered repair order copies. An alternate transportation form must be included with the repair order
if the alternate transportation service is not documented on the repair order.

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ELECTRONIC REPAIR ORDER (ERO) DOCUMENTATION
Dealers using an ERO system must print a copy of the ERO following the initial write-up, including
customer concerns, VIN, mileage and other required information. The dealer must have the customer
sign the ERO copy and retain it along with all other supporting documentation needed for the warranty
repair.
DOCUMENT ALTERATIONS
Dealers using manual repair orders or an electronic repair order (ERO) system containing alterations
made to Suggested Repair Times (SRTs), customer complaint, technician repair order time control
records and/or material issues must retain both pre-modified and modified documents for review by
VWoA. Paid warranty claims resulting from unjustified documentation alterations will be charged back.
TECHNICIAN TIME RECORD (TIME FLAG OR ELECTRONIC EQUIVALENT)
The repair order must include a record of the technician’s time spent for each repair line whether the
repair is billed to warranty, customer-pay, or an internal dealership account. Each repair line must
have a minimum of one time record [except as indicated by policy 3.50 Service Xpress (VW Brand
Approved)]
Each time record must indicate the time and date punched "on" and the time and date punched "off"
for each repair line. In the case of manually-affixed time flags, the time record must indicate the
technician number, repair order number, and repair order line. The tear-off stub must be permanently
affixed to the back of the repair order hard copy. Dealerships utilizing an electronic time recording
system must ensure that the system programming supports the aforementioned requirements.
The technician time record must reflect the time spent for each repair expressed in hundredths of an
hour.

2.3.3

DOCUMENTATION FOR PAINT AND CORROSION CLAIMS
See section 3.35 Paint and Corrosion Repairs.

2.3.4

DOCUMENTATION FOR PARTS WARRANTY CLAIMS
When an item covered under the Volkswagen Parts and Accessories Limited Warranty or the
Volkswagen Limited Lifetime Warranty for Volkswagen Replacement Mufflers, Shock Absorbers,
Struts and Strut Inserts is claimed defective, its eligibility must be documented by the previous repair
order. "Previous repair order" is defined as the repair order with which the eligible item was installed in
the vehicle by an authorized Volkswagen dealer.
Minimum information included must be the customer name, VIN, date, and mileage at installation.

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A parts counter sales ticket will take the place of the previous repair order if an authorized dealer did
not install the item. Minimum information on the parts counter sales ticket must include the date of
sale, the customer name, and part quantity and part number. Each elapsed month in service equals
1,000 miles for purposes of coverage eligibility.

2.3.5

DOCUMENT RETENTION
All documentation supporting warranty and non-warranty repairs must be retained for a minimum of 2
years after the claims have been paid. All records must be available for periodic review by a
Volkswagen representative.
Documentation that must be retained includes but is not limited to:
 All dealer copies of repair orders and their material issues
 All dealer copies of parts orders and purged invoices
 Technician payroll records including daily, weekly, and monthly time control records,
corresponding summary reports, and employment records
 Invoices supporting each warranty, recall, No Charge Scheduled Maintenance, or any other type
of repair submitted to Volkswagen for processing and payment
 Work distribution control forms or schedules, customer service appointment scheduling
documents, and technician repair work distribution forms
 Original invoices for outside purchases of parts or repair services (sublet), and records of charges
and payment for such services
 All dated shipping records for part(s) requested through the Warranty Parts Portal (WPP) that
identify the individual repair order (claim), VIN, shipper, and shipped-to destination
 Parts ordering records that support the need for a loaner vehicle, such as back-order records to
verify that Volkswagen could not supply parts for the vehicle when needed
 Any and all documentation supporting a dealer's request for reimbursement for claimed warranty
service and repair work
 All loaner agreements
 Note: There may be legal requirements for the retention of documents in excess of 2 years.
Dealers are advised to verify such requirements with their legal/financial advisors and government
agencies.

2.3.6

STORAGE, ACCESS TO, AND REPRODUCTION OF DEALER RECORDS
Volkswagen representatives must be able to verify repair order documentation consisting of legible,
detailed records of both warranty and non-warranty service work performed. The dealer is responsible
to assure that the information is properly documented, legible, and accessible.

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A system of document security must be in place that protects against the information being altered or
destroyed once a repair order is finally closed. Precautionary measures must also be taken to ensure
document legibility, for example, photocopies of Midtronics® Battery Tester printouts to keep the heatsensitive paper from fading.
Dealers using electronic or hybrid repair order systems must print a copy of the electronic repair order
following initial write-up including the customer concerns, VIN, and other required information. The
dealer must then have the customer sign the electronic or hybrid repair order copy and file in VIN
sequence in a separate file set up for the purpose of retaining the customer signature.
All records (customer pay, warranty and internal) must be retrievable by VIN sequence. Retrieval of
repair order documents by VIN sequence allows the dealer the flexibility to meet individual dealer
service department needs as well as enhance customer satisfaction, and assure that all records
relating to a vehicle's service and repair are in the VIN folder.
SCANNED SUPPORTING DOCUMENTATION
Volkswagen will accept scanned electronic/digital reproductions of the original repair order and
supporting documentation provided the documentation is clearly legible for review and available when
requested. Original documents may be discarded only if there is a way to retrieve acceptable
electronically stored documents, and the dealer must have a back-up recovery plan to replace
electronically stored documents in the event of disaster.
All scanned documentation must:
 Be complete and retained as outlined in section 2.3 Repair Order Documentation in effect at the
time of the repair.
 Be easily retrievable by VIN sequence.
 Prohibit changes to the document after it has been imaged. If modification is necessary, both
original and modified copies must be available, with proper explanation signed and approved by
dealership management.
 Note: The customer's signature, service management signatures, and technicians' time flags may
be provided electronically with no traditional paper time flags attached to any document when this
feature is part of the ERO system used in the dealership.

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REIMBURSEMENT POLICY
Volkswagen reimburses authorized dealers for labor and parts used for repair work performed under
warranty. If the parts and/or labor required for a repair exceed 80% of the cost of the unit, a complete
new or remanufactured unit should be installed, unless written Volkswagen policy states otherwise. It
is the dealer's responsibility to determine the most economical method of repair in order to control
warranty costs. It is expected that dealers will follow the Volkswagen Dealer Agreement Standard
Provisions, applicable state law, and Generally Accepted Accounting Principles (GAAP) in all warranty
related transactions or finance record keeping related to warranty.

2.4.1

REIMBURSEMENT OF PARTS

2.4.1.1

PARTS
Parts purchased from Volkswagen will be reimbursed based on the manufacturer’s suggested retail
price (MSRP) on claims for vehicle model years 2003 and newer. For model years prior to 2003, or for
over-the-counter stock parts, the parts will be reimbursed based on the formula Dealer Cost + 40% but
not to exceed MSRP. If remanufactured parts are available*, only the value of the remanufactured
part will be reimbursed. Parts not purchased from Volkswagen are reimbursed under the sublet policy
(see 2.4.3 Reimbursement of Sublet Repairs). The costs for shop supplies and dealer handling are not
separately reimbursable because they are included in the parts reimbursement.
*When the term “available” is used in regards to remanufactured parts, it means that a remanufactured part exists and
may be ordered. When a remanufactured part is not “available”, it does not mean that a remanufactured part is not in
stock at the Dealership or Parts Distribution Center.

2.4.1.2

FLUIDS AND LUBRICANTS
Only those fluids and lubricants listed in section 2.4.1.2.1 Part Numbers for Common Fluids and
Lubricants, lost due to a warranty-related failure, will be reimbursed. Only that portion of a fluid or
lubricant required and quantifiable for the repair/replacement is reimbursable. Disposal allowance is
already included in warranty reimbursement allowances. Refer to the applicable Technical Bulletin for
proper fluid capacity and filling procedures.

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ENGINE OIL REIMBURSEMENT POLICY
Volkswagen Dealers are separated into two groups: Participating and Non-Participating, based on the
Dealer’s status in the Volkswagen Castrol Oil Program (VCOP).

 VCOP Participating Dealers' Engine Oil Reimbursement
Participating Dealers in the VCOP are reimbursed for engine oil at the higher of
–
–

Dealer Cost for a single bottle or
Weighted-average retail price of applicable quart/drum/bulk national purchase quantity
percentages

Engine oils are claimed using the SAGA "Spare Part Number" field. Applicable reimbursement
amounts are automatically populated based on the claim quantity entered.

 VCOP Non-Participating Dealers' Engine Oil Reimbursement
Non-Participating Dealers in the VCOP are reimbursed for engine oil at weighted-average dealer
cost. Engine oil is claimed using the SAGA "Outside Spare Part Number" field.

 VCOP Participation Qualifications
To qualify as a Participating Dealer in the VCOP, a Dealer’s total volume of oil purchases from
Volkswagen (including oils not reimbursed by VW under warranty or Carefree Maintenance) must
exceed the total volume of oil claimed over the previous twelve (12) months. In cases where a
dealer does not have a 12-month purchase history, a participation notification email from the VW
Fixed Operations Manager to vwoapricing@vw.com will be accepted for dealer qualification.
VCOP participation status will be updated quarterly to ensure that Dealers are correctly
reimbursed based upon program qualifications.

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PART NUMBERS FOR COMMON FLUIDS AND LUBRICANTS

PART NUMBERS FOR COMMON FLUIDS AND LUBRICANTS
VCOP PARTICIPATING DEALERS' ENGINE OILS
Description
Mineral Oil
5W20
Mineral Oil
5W30
Mineral Oil
10W30 + Misc. Oil

Part Number

Quantity

Equals

Reimbursement

In SAGA, Claim as:

G 052107S0

1

0.1 quart

As calculated

Spare parts

G 052530S0

1

0.1 quart

As calculated

Spare parts

G 052108S0

1

0.1 quart

As calculated

Spare parts

G 052167S0

1

0.1 quart