Overview

Configure the conditions used to manage warranty eligibility, claim validation, and return routing. Warranty Rules allow you to set registration and claim eligibility windows, exclude products, block specific customers, define claim reasons, and enable AI-based image validation.

You can also configure warehouse routing rules to direct physical warranty returns to the appropriate location.

1. Setting up Warranty Rules

1. Navigate to Warranty > Warranty Rules.

2. Review the available rule settings.

3. Configure the conditions that should apply to product registrations and warranty claims.

a. Warranty Window

Use Warranty Window (Days) to define the number of days after order fulfillment during which customers remain eligible to register or claim a warranty.

1. Enable the Warranty Window (Days) setting.

2. Enter the number of days for which customers should remain eligible.

3. Save the setting.

For example, setting the window to 100 days allows customers to register or claim a warranty within 100 days after order fulfillment.

b. Automatic Label Cancellation

Use Auto Label Cancellation to automatically cancel unused prepaid warranty shipping labels after a specified number of days.

1. Enable the Auto Label Cancellation setting.

2. Enter the number of days after which an unused label should be cancelled.

3. Save the setting.

For example, you can set unused prepaid labels to be cancelled after 10 days. This helps avoid unnecessary carrier charges for labels that are not used.

c. Product Exclusions

Use Product Exclusions to prevent selected products from being included in the warranty process.

1. Open the Product Exclusions setting.

2. Select your store.

3. Enter the product tags you want to exclude, separated by commas.

4. Save the configuration.

For example, you can enter tags such as white shirts, green shirts to exclude products carrying those tags.

d. Block Specific Customers

Use Block a Customer to prevent specific email addresses from initiating warranty claims.

1. Open the Block a Customer setting.

2. Add the email addresses you want to block.

3. Save your changes.

This setting can be used to prevent customers associated with repeated misuse or fraudulent claims from initiating new warranty requests.

e. Warranty Reasons for claims

Define the defect or issue reasons customers can select when submitting a warranty claim.

1. Open Warranty Reasons.

2. Add the reasons you want customers to choose from.

3. Save your configuration.

Examples include:

• Does not fit

• Product quality did not meet expectations

• Received the wrong product

Use clear, structured reasons so customers can identify the issue with their product when submitting a claim.

f. Enable AI Image Validation

Enable AI Image Validation to automatically analyze images uploaded with warranty claims.

When enabled, the system uses AI to:

• Detect whether uploaded images may be AI-generated.

• Check whether the uploaded photo matches the product associated with the claim.

This provides an additional validation check when reviewing customer-submitted evidence.

g. Create Custom Rules

Use Custom Rules to configure additional conditions for specific products or orders.

1. Click + Add new rule.

2. Define the conditions for the rule using the available product, attribute, or order criteria.

3. Configure the applicable override.

4. Save the rule.

Custom rules allow you to apply different warranty conditions when the standard settings do not cover a particular product or order scenario.

Configure Warehouse Routing Rules

Use the Routing tab to direct physical warranty returns to specific warehouse locations based on defined conditions.

1. Open the Routing tab.

2. Create a new routing rule.

3. Enter a Title to identify the rule. For example, India Warehouse or East Coast Warehouse.

4. Configure the IF Condition that determines when the rule should apply.

Available conditions include:

• Product ID / SKU: Route returns based on the product ID or SKU. Bulk CSV import is supported.

• Product Tag: Route products based on their assigned tags.

• Origin Location: Route based on the product's origin country, region, or state.

5. Under THEN Route to Address, enter the destination warehouse details:

   • Contact Name

   • Company

   • Street Address

   • City

   • State

   • Country

6. Save the routing rule.

You can create different rules to direct products to different warehouse locations based on their conditions.

Default Warranty Address: If a claim does not match any custom routing rule, the return label is directed to the default Warranty Address configured in the setup.

Review and Save Your Rules

Review the warranty window, label cancellation, product exclusions, blocked customers, warranty reasons, AI image validation, custom rules, and warehouse routing conditions.

Make sure the rules reflect your store's warranty policy and return-handling process.