The Callbacks section

What the Callbacks section is

Callbacks is where Verinode reads the money and the promise behind work you have already sold: every time a job comes back, what it cost you net of anything recovered, why it came back, and how that adds up against what your books set aside for it. It answers three questions an owner rarely sees in one place. What is my callback rate as a share of revenue? Is it running above or below what I accrue for it? And how much warranty obligation am I still carrying on jobs that are inside their term?

A callback here covers all three reasons a job comes back: the product (Manufacturer), the work (Workmanship), and keeping the customer (Customer satisfaction). The section used to be called Warranty, and the word still appears where it is the legal or accounting term: the warranty reserve, the warranty rate, the warranty term a job is inside, and warranty law by state.

Verinode does not run your callback process or schedule return visits. It reads the callbacks out of your job export, your warranty sheet, and your financial statements, and surfaces the rate, the causes, and the recoveries you would otherwise piece together at year end. An empty Callbacks page means those documents have not flowed in yet, not that something is broken.

Where to find it

Open Callbacks from the sidebar, under Finance, beside Margin, Cash, Forecasting, and Valuation. The page lives at iq.verinode.ai/warranty, and a search for "warranty", "rework", "reserve", or "chargeback" lands here too. The header reads Callbacks with an Add Data button, and four tabs: Cockpit, Analytics, All Callbacks, and Regulations. When any callback is still missing its cause, the All Callbacks tab carries a count badge.

If the section is not switched on for your account yet, you land on its activation prompt instead of the page described here.

Cockpit: the rate against what the books accrue

The top of the Cockpit is the section's instrument. Its large figure is your callback rate, read of revenue: the net cost of callbacks in the window as a share of what you billed. What it is drawn against depends on your books:

• When your statements carry a warranty accrual, the eyebrow reads Callbacks against what the books accrue, and a ring shows what callbacks cost as a share of what was accrued.
• When they do not, the eyebrow reads Callback rate on its track, and your rate is placed on a track against your reserve target or, when a comparable cohort has formed, the peer band.

Beside it, a bar splits the window's callbacks by cause. Under it, one line states where you stand, for example "6 callbacks in the window · callbacks ran 84% of what the books accrued." (your own count, window and share appear in its place), and a scope line names the window and the count. When nothing is accrued on the statements, the line says so.

A zero your data produced is a real reading. If no callback has landed yet but jobs are inside a warranty term, the instrument draws the zero and names the tail you are carrying rather than an empty state. Only a book with no callbacks and no jobs under warranty shows the cold line: "A job export turns this on, and with it each callback under its job, with its dates."

IQ's read sits in a strip under the instrument: a few plain sentences on the rate, the accrual, and the state minimum where one applies.

Take Action

Below the instrument, Take Action holds the decisions IQ has raised on your callbacks, the first one larger than the rest, with a tile that opens the full list. When nothing is open, the row says why rather than going blank. An Ask IQ tile leads the row until you have engaged with the Callbacks specialist once. How a decision tile becomes a working plan is covered in the decision workspace.

Analytics: ten lenses on your callbacks

The Analytics tab opens on an Explore row of ten tiles. Each opens a card with the detail behind it; closing the card drops you back on the page.

• Warranty Rate: net callback cost as a share of revenue, with your target beside it ("Of revenue · Target [your target]"). This is the one tile with a peer comparison, and it appears only when operators on the same basis have contributed; until then the tile shows your own rate.
• Accrual: what callbacks cost against what the books accrued, for example "Of $48,000 accrued · 84% of it", or "Callbacks cost; nothing accrued on the statements".
• Reserve: the warranty liability on your balance sheet, either "Stated on the balance sheet" or "Rolled forward from the last statement", or "No reserve booked".
• By Cause: the leading cause's share of the window's callbacks.
• By Pipeline: the pipeline carrying the highest callback rate.
• Recoveries: what came back from suppliers and subs, and how many recoveries are still open with how much callback cost behind them.
• By Supplier: what is still unrecovered on product callbacks, beside what came back from suppliers.
• Response Time: the median days from a callback's report to the first visit.
• Warranty Tail: how many completed jobs are still inside their warranty term, and what that tail is worth at your rate. Jobs with no term set are counted separately ("N jobs carry no term yet").
• By Person: callbacks per hundred jobs, by rep and by crew member. This tile carries counts and rates only, never a dollar figure on a person. If your role covers only some locations, the tile keeps its heading and stays empty, and the card explains why.

Recoveries: chargebacks and back-charges

A recovery is the cost of a callback you go after. A product callback becomes a chargeback on the maker or supplier; a workmanship callback becomes a back-charge on the sub. Each recovery carries a standing: Being pursued, Recovered, Waived, or Not pursued. The Recoveries tile and the Recoveries view on All Callbacks are where you see what is still open and how much of it has come back.

Apps

Under the Explore row, Apps holds two launchers:

• Warranty True-up, "Accrued against actual, year over year, and the rate to set." Pick a year and it lays out what the books accrued, what callbacks cost, the share of the accrual they used, the rate that year actually needed, the rate you have set, and the reserve at the end, beside the year before. It uses your own numbers only; no peer figure and no person appears in it.
• Cost Targets, where your warranty rate target sits alongside your other margin and cost targets by job type.

All Callbacks: the table

All Callbacks is every callback on file as one table: Callback, Job, Reported, Cause, Recovery, Recovered, and Net cost. Three views cut it:

• Callbacks, everything, filterable by cause and by pipeline.
• Recoveries, the callbacks with a recovery in play, filterable by standing.
• Cause not set, the callbacks still waiting on a cause, which is what the tab's badge counts.

Search with Find a job or callback; opening a row takes you to its job. Before any callback has landed, the table explains what fills it: a job export that carries warranty or callback records, or the warranty sheet you keep, turns your callbacks into a rate, and a profit and loss with a warranty line puts the accrual beside it.

Regulations: warranty law where you work

The Regulations tab reads what each state requires of a repair warranty, against your own terms. A map titled Where you do business shows every state and DC, with your states ringed, and beside it your state or states with each one's minimum term ("No minimum term" where a state sets none, "Not read yet" where Verinode has not covered it).

Below, one table in two views. Warranty law by state lists State, Code, What it requires, Minimum term, Your term, and Citation, filterable to "Where you do business" or "Elsewhere". Regulations lists every regulation that reaches you there with Where, Category, In force, and Your standing. Opening a state or a regulation opens its own card. Until a branch or a job carries an address, the tab reads "Regulations appear as a branch or a job carries an address in a state."

What fills the section

Three documents turn the page on, and each buys something specific:

1. 1A job export puts each callback under its job, with its dates. This is what draws the rate and the causes.
2. 2A warranty sheet, the log you already keep, adds each callback's cause and cost as you recorded them.
3. 3Financial statements with a warranty line add the accrual and the reserve the rate stands against.

Send any of them through Add Data, and see adding data for every way in.

Ask IQ about callbacks

IQ has a specialist for Callbacks, and it reads the same book this page draws. Ask it things like "which of my jobs are still under warranty, and when does each term run out?" or "what did callbacks cost me on reconstruction this year?" and it answers from your callbacks, your accrual, and your tail. Your callback standing also feeds the warranty reserve check on Valuation, because a buyer prices the callbacks still to come.

Data sources