Warranty claims

Owners file a claim from the catalog with their serial number, the failed parts, what happened and photos. You review it in the console and they hear back by email.

Turn on warranty claims#

1. In the console, open Warranty, then Warranty claims.
2. Tick Take warranty claims in my catalogs.
3. Write what owners read first: what’s covered, for how long, and what to include. Leave a blank line between paragraphs.
4. Optionally, enter the warranty length in months, and choose whether the purchase date and a photo are required.
5. Save. Every catalog gets a Warranty tab next to the parts request the next time it’s opened.

What owners do#

An owner picks the failed part in the model or the parts list and chooses Warranty claim, or opens a service bulletin and chooses File a warranty claim, which adds the bulletin and its parts. Then they fill in:

• the machine’s serial number (filled in already if they entered it for the parts list),
• the dates it was bought and failed, hours or miles, and where they bought it,
• what happened,
• up to five photos, taken on the spot with a phone or picked from their files,
• their name, email and, optionally, phone and company.

Photos are shrunk on their device before they’re sent, which makes them quicker to upload on a poor connection and leaves the photo’s location data behind. A dealer signed in to your parts portal can file a claim for their customer; the claim then says which dealer filed it.

Reviewing a claim#

New claims arrive in the console under Warranty, and by email and webhook wherever your parts requests go (the webhook’s type is warranty-claim). The owner gets a receipt with their claim number.

A claim shows the owner’s details, the serial number, how long they’d owned it when it failed, the parts, what happened and the photos. It also lists any other claims for the same serial number.

Under Your answer, set the status, write a note to the owner and, optionally, a credit or refund amount and an internal note only your team sees. When you approve or deny a claim, tick Email the owner to send them the answer and your note. Every change of status is kept in the claim’s history with who made it.

Export CSV downloads the claims in the list, for your records or your ERP.

Privacy#

Claims and photos are only visible in the console to your team. They aren’t part of what your catalogs load, so nobody can reach them from your website.