The approval is not the finish line
Getting a warranty line authorized feels like the hard part. For the customer, nothing has happened yet. Their slide-out still does not close, their fridge still does not cool, and the trip they planned is still on the calendar. Every week the part is not here, the dealership takes the blame, not the manufacturer.
Backorders are a fact of RV service. Parts are often unit-specific, low-volume and built to order, and some come from component makers rather than the RV manufacturer itself. A dealer cannot make the supply chain faster. What a dealer controls is how fast the order goes in, whether anyone knows where it is, and what the customer is told.
The dealers that handle backorders well treat every open part as an open item on a specific claim line, with an owner, a date and a next action. The ones that struggle find out a part was never ordered when the customer calls to ask where it is.
From approval to installed part
The routine that keeps backordered warranty parts from turning into lost claims and lost customers.
Order the day the line is approved
Not when the unit comes back in, not at the end of the week. The authorization is the trigger. Use the part number from the approved line, confirm whether it ships from the RV manufacturer or the component maker, and record the order number on the line.
Track every open part per line and VIN
One list, one row per part: VIN, claim and line number, part number, supplier, order date, quoted ETA, last follow-up and next follow-up date. If a part is on two units, it is two rows. A part nobody is tracking is a part nobody is chasing.
Give the customer a real ETA, then update it
Tell the customer the part is ordered, which supplier it comes from and the ETA you were quoted, and say plainly that ETAs can move. Then update them on a fixed rhythm, even when the answer is still “not yet.”
Ask about a temporary fix if the unit is down
If the missing part leaves the unit unusable, ask the manufacturer whether a temporary repair is authorized and whether it is covered. Never improvise on safety systems, and document the request and the answer on the line.
Escalate on a schedule, not on a complaint
Set a point at which an overdue part moves up the chain: from the parts desk to the manufacturer’s warranty or dealer support contact, with the claim number, the order number, the original ETA and the customer impact in one message.
Close the line inside its deadline
Install the part, verify the repair, take the after photos and submit the line for payment. Check your manufacturer’s rules for how long an approved line can stay open before it must be completed or extended.
Unit-down options to ask the manufacturer about
Every one of these needs authorization first. Ask, document the answer, and only then act.
Authorized temporary repair
A temporary seal on a leak, a manual retract on a slide-out, a bypass that keeps the unit usable without touching a safety system. Request it as its own line or note so the time is claimable.
Part from stock or another unit
Some manufacturers will consider using a part from dealer stock or from an unsold unit and replacing it later. Do not do it without written approval, and log both VINs.
Alternate or superseded part
The original part number may be backordered while a replacement or equivalent is available. Ask the manufacturer or component maker to confirm the substitute before ordering.
Direct from the component maker
For appliances, axles, jacks and similar components, the part may be faster from the component maker’s own warranty channel. Confirm which party is covering the line before switching.
Do not let the repair order go stale
A backordered part creates a quiet risk: the claim sits open long enough to run into a deadline. Manufacturers generally set limits on how long after authorization a repair must be completed and submitted, and how long after the repair the claim must be filed. Those windows vary by manufacturer and are set out in their warranty policies and your dealer agreement, so read them for every brand you carry.
When a part is going to blow through that window, ask for an extension in writing before it expires, and keep the reply on the line. A line that expires because the dealership was waiting on the manufacturer’s own part is a frustrating way to lose a paid repair, and an avoidable one.
- Log the authorization date on every approved line
- Flag lines approaching the manufacturer’s completion window
- Request extensions in writing, before the deadline
- Keep supplier ETAs and follow-ups on the line itself
- Submit for payment the same week the part is installed
Cross-border parts for Canadian dealers
Canadian dealers selling units built in the US add a border to every backorder. Shipping method, brokerage and customs clearance all affect when a part actually reaches the shop, so ask for the ETA to your door, not the ship date from the warehouse.
Warranty parts imported from US manufacturers can also carry duties and taxes at the border. Depending on how the part is classified and why it is imported, some of those amounts may be recoverable, but only with the right paperwork kept against the claim. Keep invoices, customs entries and the warranty claim number together. We handle customs refund processing on parts our dealers import from US manufacturers; for your own situation, confirm the rules with your customs broker.
The simplest fix for most backorder pain is a list. Every open warranty part, by VIN and line, with a next follow-up date. If your parts desk, service advisor and warranty admin are each keeping their own version, nobody has the real one.
Related guides
Warranty parts on backorder — dealer FAQ
What should an RV dealer do when a warranty part is on backorder?
Order it the day the line is approved, track it against its line and VIN, give the customer the quoted ETA with regular updates, ask the manufacturer about authorized temporary fixes if the unit is unusable, and escalate overdue parts on a set schedule.
Why do RV warranty parts take so long?
Many RV parts are unit-specific, low-volume or built to order, and some ship from component makers rather than the RV manufacturer. Cross-border shipping and customs add time for Canadian dealers.
Can a dealer do a temporary repair while waiting on a warranty part?
Only with the manufacturer’s authorization. Ask first, document the request and answer on the claim line, and never improvise on safety systems.
Can an approved RV warranty claim expire while waiting on parts?
It can. Manufacturers generally set time limits for completing and submitting authorized repairs. Check each manufacturer’s warranty policy and your dealer agreement, and request an extension in writing before the deadline.
Who should a dealer contact when a warranty part is overdue?
Start with the supplier the part was ordered from, then the manufacturer’s warranty or dealer support contact. Send the claim number, order number, original ETA and the customer impact in one message.