Claims and registrations

How a customer asks for support

On My products (registration page or block) the customer selects Request support on a product, chooses what's wrong (It doesn't work as it should, It's damaged, A part is missing, Something else), describes the problem and can add up to 5 photos (JPEG, PNG, WebP or HEIC, 3 MB each; photos are made smaller before they're sent, so a phone photo fits). Send request opens claim #1, #2… for your store.

Request support is hidden while the product has an open claim. If the warranty has ended, Settings → General → Claims after the warranty has ended decides: Accept them, marked "Out of warranty", or Don't accept them.

Handling a claim

New claims show on the app home ("new claims to review") and under Claims. Open one to see the product, the registration, the problem and the photos.

• Reply to customer: the customer sees it on the request page (and gets an e-mail if e-mails are on).
• Add internal note: only your staff see it.
• Status: New → In review → Waiting for customer → Approved / Rejected → Closed. When the status is Waiting for customer and the customer replies, it goes back to In review.
• Outcome: Information given, Repair, Replacement, Refund or Other. Select Update status to save status and outcome.

The outcome is a record only. The app doesn't create refunds, exchanges or orders in Shopify; do that in Shopify as usual.

Customers can't reply to Rejected or Closed claims.

Photo retention

Photos of a claim are deleted 90 days after it was closed or rejected. The claim and its conversation stay, and both you and the customer see that the photos were removed.

Voiding a registration

Registrations → a registration → Void registration, with an optional reason. The registration is marked Void, and its serial number and order unit can be registered again (for example after a return or a registration on the wrong account). Reactivate restores it, if the serial or unit hasn't been registered again meanwhile.

From a registration, View customer and View product open them in the Shopify admin.

Exporting

Registrations → Export CSV and Claims → Export CSV download every registration or claim, with the customer's name and e-mail address read from Shopify at that moment. The files open in Excel, Numbers and Google Sheets. Export is included in every plan.