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Diese Frage wurde gekennzeichnet
2 Antworten
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SolarEdgeWarranty claimReimbursement
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Dawid Piszczek

1. Issue detection

Can be from weekly check or customer contact

2. Customer contact

If issue was detected by Dein.Solar team use template - 

"TBD".

If customer contacted us use template - 

ENGDE
Dear Customer,

We would like to update and keep you informed regarding a recent case we opened with SolarEdge for your solar system.

It has been determined that a field visit will need to be scheduled to perform required testing from SolarEdge to receive an approval for equipent defect and failure. Our operations team will be reaching out to you for scheduling the next available date to have our field technician come on site.

The field technician will require approximately (1) hour to gather the required photos and perform testing on the equipment.

Following the visit, we will submit all required photos and test results to SolarEdge's claim department. This is normally submitted to SolarEdge the next business day after the technical visit.

SolarEdge will review the technical report and provide an approval for the replacement equipment. The approval can take from 1-3 days depending on SolarEdge's internal quality control and warranty processes. Following the approval, SolarEdge will notify you by email with a tracking number for the replacement equipment.

We will share an update with you once the RMA has been approved by SolarEdge. Your ticket will remain in our system and our team will follow up with SolarEdge daily until this claim is resolved.

Best regards,
Dein.Solar Technology Team		Sehr geehrte Kundin, sehr geehrter Kunde,

Wir möchten Sie über einen kürzlich von uns bei SolarEdge eröffneten Fall bezüglich Ihrer Solaranlage auf dem Laufenden halten und informieren.

Es wurde festgestellt, dass ein Vor-Ort-Besuch erforderlich ist, um die notwendigen Tests von SolarEdge durchzuführen, um eine Genehmigung vom Hersteller für den Austausch von defekter Ausrüstung zu erhalten. Unser Betriebsteam wird Sie kontaktieren, um einen Termin mit unserem Techniker vor Ort zu vereinbaren.
 
Der Techniker benötigt etwa eine Stunde, um die erforderlichen Fotos zu machen und Tests an der Ausrüstung durchzuführen.
 
Nach dem Besuch werden wir alle erforderlichen Fotos und Testergebnisse an die Anspruchsabteilung von SolarEdge weiterleiten. Dies erfolgt normalerweise am nächsten Geschäftstag nach dem technischen Besuch.
 
SolarEdge wird den technischen Bericht überprüfen und eine Genehmigung für den Austausch der Ausrüstung erteilen. Die Genehmigung kann je nach internen Qualitätskontroll- und Garantieprozessen von SolarEdge 1-3 Tage dauern. Nach der Genehmigung wird SolarEdge Sie per E-Mail mit einer Sendungsverfolgungsnummer für die Ersatzausrüstung benachrichtigen.
 
Wir werden Sie über den Stand der Dinge auf dem Laufenden halten, sobald die Warenrücksendung von SolarEdge genehmigt wurde. Ihr Ticket bleibt in unserem System und unser Team wird täglich mit SolarEdge in Kontakt treten, bis dieser Anspruch gelöst ist. Mit freundlichen Grüßen
Dein.Solar Technik-Team

3. Site visit - troubleshooting

Link to Dein.Solar website troubleshooting form

4. SolarEdge case and RMA claim

Engineering is contacting SolarEdge using support chat.

Send template message:


Start copy here


Good morning,

We have visited site on <DATE> to diagnose possible issues on our end at the site.

ID: <SITE_ID>,

Case #: <CASE_#>

We have performed following measurements and checks (all photos you will find in attached files):

  • Checked wiring on at Surge protection Type I+II box

  • Measured string voltage at Surge protection Type I+II box

    • String voltage: <STRING_VOLTAGE_GAK>

  • Checked for continuity between PV strings and ground

    • No continuity

  • Measured string voltage at inverter MC4 connection

    • String voltage: <STRING_VOLTAGE_INVERTER>

  • Checked for continuity between PV strings and ground

    • No continuity

  • Checked for continuity between inverter MC4 connections and ground

    • No continuity

  • Checked for continuity between inverter MC4 connectors (positive to negative)

    • No continuity

  • Measured string isolation value

    • String isolation: <STRING_ISOLATION_INVERTER> 

  • Measured string voltage at DC board

    • String voltage: <STRING_VOLTAGE_DC_BOARD>

  • Checked for continuity between DC board terminals and ground

    • No continuity

  • Checked for continuity between DC board terminals (positive to negative)

    • No continuity

  • Took photos of inverter:

    • Photo of inverter from further angle

    • Photo of string MC4 connection

    • Photo of inverter communication board

    • Photo of inverter DC/DC board

    • Photo of inverter transformers & capacitors

    • Photo of inverter AC wiring

    • Photo of inverter grounding 

  • Measured voltage at inverter AC connection

    • L1 to N: <L1_N_INVERTER>

    • L2 to N: <L2_N_INVERTER>

    • L3 to N: <L3_N_INVERTER>

    • L1 to L2: <L1_L2_INVERTER>

    • L1 to L3: <L1_L3_INVERTER>

    • L2 to L3: <L2_L3_INVERTER>

  • Measured voltage at electric cabinet circuit breaker (RCD)

    • L1 to N: <L1_N_RCD>

    • L2 to N: <L2_N_RCD>

    • L3 to N: <L3_N_RCD>

    • L1 to L2: <L1_L2_RCD>

    • L1 to L3: <L1_L3_RCD>

    • L2 to L3: <L2_L3_RCD>

  • Turned inverter on with toggle switch in 0 position

  • Checked on inverter status

    • Status: <INVERTER_STATUS_TOGGLE_0>

  • Checked for Error codes with toggle switch in 0 position

    • Error codes: <ERROR_CODES_TOGGLE_0>

  • Moved toggle switch to 1 position

  • Waited for inverter to finish "Grid Monitoring"

  • Checked for Error codes with toggle switch in 1 position

    • Error codes: <ERROR_CODES_TOGGLE_1>

  • .

Based on above checks and measurements we are sure this inverter is faulty.

Please process RMA for this piece of equipment. 


End copy here


Need to send PDF exported from online form as attachment.

5. Approved RMA

When RMA approved send template email to customer.

Email template - SolarEdge DE RMA Approved Email

6. Equipment replacement

When equipment is shipped, replacement site visit is scheduled.

Link to Dein.Solar website inverter replacement form


7. SolarEdge reimbursement quote

Create new quote under SolarEdge Germany contact in Odoo:


Make sure to link project opportunity and add customer reference <site_name> / <Case #>

Use SolarEdge Equipment Replacement Reimbursement DE quotation template.



Add all line items:

Distance driven in km (roundtrip) 1 or 2 people,

Labor time 1 or 2 people.




Send email to logistics.germany@solaredge.com with the quote.


Sehr geehrter SolarEdge,


Aufgrund des Austauschs des Wechselrichters für Fall #: <case_#> senden wir Ihnen eine Rechnung für die von unseren Technikern zu leistende Arbeit.

Alle erforderlichen Informationen finden Sie in der Rechnung sowie in den Zahlungsbedingungen.

Glücklicherweise war der Austausch erfolgreich und das System funktioniert jetzt gut.

Wir würden uns sehr über Ihr Team für die Bearbeitung der Erstattungsrechnung freuen.


Sonnige Grüße,

Dein.Solar-Team.

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Dawid Piszczek
Autor Beste Antwort

See above

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Lara Biekowski

The reimbursement steps with SolarEdge changed. Current steps see below.

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Lara Biekowski
Beste Antwort

To submit areimbursement request, please use the new warranty billing portal.

In order to receive a supplier number and process payments as quickly as possible, we would like you to log on to this site: Supplier Form and then fill out this form. This will ensure that SE has the correct information from us and that there are no errors in the payment.

You can find a summary overview here.

You can check the status of applications at any time by clicking on this link

Note 1: Refund requests must be submitted within 90 days of the shipment date of the replacement product. 

For Cases older than 3 months/90 days, please still exceptionally use the link here(Please enter the case number in "Description").

Note 2: Basically, services required for the exchange of components during the warranty period are not part of the warranty services. In individual cases, additional expenses incurred that exceed the flat rates may be released on a pro-rata basis and voluntarily if there is an obvious product defect. The compensation plan for warranty services is intended to help cover costs that actually arise. Additional costs are to be itemized and justified in the offer and can be invoiced after release and completion of the work. For the release, a quotation is to be attached to the support case.

For cases where additional costs/extra services have also been pre-agreed/released, please create 2 separate invoices

(A: an invoice with only the exchange flat rate, B: an invoice with only the additional costs):

Please upload the invoice with the flat rate (A) to the new portal. 

Please upload the invoice with the additional costs (B) via the link here: submission of non-product related claims. 

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