claudetools/.claude/memory/feedback_syncro_warranty_product.md

name, description, type

name	description	type
Syncro — warranty work uses the "Labor- Warranty work" product, never patch a billable product to $0	For warranty/no-charge labor on Syncro tickets, use product_id 1049360 (Labor- Warranty work, $0/hr). Do NOT use a regular labor product with billable=false or a patched price_retail=0. Prices are determined by the product selected; never override the dollar amount to make one product behave like another.	feedback

Rule (two parts):

1. Warranty / no-charge labor uses product 1049360 "Labor- Warranty work" ($0/hr, non-taxable). Don't pick a regular Remote/Onsite/etc. labor product and try to neutralize it.

2. Prices are set by selecting the correct product. Never change price_retail on a line item to make a different labor product behave like a warranty (or any other) product. If you find yourself reaching for update_line_item to drop a price, that's the signal to back up and pick a different product_id instead.

Why: On 2026-05-06 (ticket #32225 Sombra Residential), I chose product 1190473 (Labor - Remote Business, $150/hr) for a follow-up warranty cleanup, set billable: false on the timer, and assumed the timer flag would zero the line. Syncro silently overrode billable: false and the resulting line came in at $75. I patched price_retail to $0 to "fix" it. Howard caught it: warranty work has a dedicated product in the dropdown, and patching dollar amounts is never how this is solved. The earlier guidance in .claude/commands/syncro.md (the "Warranty / no-charge → use closest labor product with billable=false" rule) was wrong; warranty has its own product just like Onsite, Remote, Emergency, etc., and that product is what should be used.

How to apply:

• For any warranty / no-charge work: product_id = 1049360, qty = actual hours, no need to patch the line — it generates at $0 because the product's price_retail is $0.
• Set billable based on the product, not the situation. For the warranty product, leave billable: true — Syncro decides line economics from price_retail × quantity, and warranty product is $0 by design. (Anecdotally, Syncro's timer_entry endpoint silently overrode billable: false to true on 2026-05-06, so don't rely on it as a price gate anyway.)
• Never reach for update_line_item to drop a price as a workaround. If the dollar amount on a line is wrong, the wrong product was selected — undo, pick the correct product, redo. The only legitimate use of update_line_item price_retail is the Syncro auto-gen-zero recovery case (when the auto-line came in at $0 instead of the product's actual rate), and even that is a Syncro bug we're patching around, not a price-management tool.
• For the dropdown of available labor products, see the rate table in .claude/commands/syncro.md. If the situation doesn't match any of those, ask before improvising.

Where this lands in skill code: .claude/commands/syncro.md — added 1049360 to the labor product table, fixed the warranty branch in the billing workflow, and added an explicit "never patch price_retail to convert products" rule.