Warranty claims process template

Warranty claims handled badly become reviews, disputes, and chargebacks. Handled well, they build trust. Here's the process.

Warranty Claims Workflow

Step 1: Claim received.

Customer contacts with issue. Log: customer name, purchase date, product/service, description of issue, photos if applicable.

Step 2: Eligibility check.

• Within warranty period?
• Covered under warranty terms? (not misuse, neglect, unauthorised modification)
• Proof of purchase available?

If not eligible: respond within 24 hours with clear explanation referencing specific warranty terms. Offer paid repair/service as alternative.

Step 3: Assessment.

For simple claims (obvious defect, clear fault): approve immediately.

For complex claims: schedule inspection or request additional evidence.

Step 4: Resolution.

Options in order of preference:

1. Repair (lowest cost, customer keeps product)

2. Replace (if repair not viable)

3. Refund (last resort)

Communicate resolution within 48 hours of assessment. Include timeline for repair/replacement.

Step 5: Execute.

Ship replacement, schedule repair, or process refund. Send tracking/confirmation.

Step 6: Follow up.

7 days after resolution: "Is everything working as expected?"

Log outcome for product quality tracking.

Step 7: Report.

Monthly: claim volume, claim rate by product, common failure modes, cost of warranty claims. Use this to improve products and terms.

AI handles: step 1 (intake and logging), step 2 (eligibility verification), step 5 (shipping/scheduling), step 6 (follow-up). Human judgement for step 3 (assessment) and step 4 (resolution decision).

See how AI handles service operations →

Further reading

• InboxAgents: AI for warranty and support workflows