Warranty Registration & Claims

Getting started

Three things make up the app, and everything else is a view onto them.

A policy is your terms written once — how long cover lasts, and which products get it.
A registration records that one customer owns one product, covered until a specific date.
A claim is raised against a registration when something goes wrong.

You already have a working setup the moment you install: a Standard warranty of 12 months covering everything, and a registration form and claim form on your storefront. You can change all of it, but nothing is required before customers can start registering.

The one thing you must do

Share your portal link. Find it under Settings, and put it somewhere customers will see it:

Your store menu — Online Store → Navigation
Your order confirmation email
A QR code on your packaging (see QR codes)

Without this step nothing happens

The portal works perfectly and no one can find it. Registrations only start arriving once the link is somewhere a customer looks.

Warranty policies

A policy answers two questions: how long is cover, and what does it apply to.

The most specific rule wins

You can have as many policies as you like. When a customer registers, the app picks the one that matches their product most specifically:

Applies to	Beats
One product	Everything below it
A collection	Tags, types and vendors
A tag or product type	Vendors and the catch-all
A vendor	The catch-all
Everything you sell	Nothing — it is the fallback

So "everything gets 12 months, except frames, which get 5 years" is two policies: a catch-all and a tag rule.

Editing a policy never changes cover you have already given

Every registration copies its dates when it is created. If you extend cover from one to two years, only new registrations get two years. Customers who registered last month keep exactly what they were promised — and what their warranty card already says.

Other settings on a policy

Cover starts from — the purchase date by default. Choose the registration date if you want registering promptly to be worth something.
Registration window — how long after purchase somebody can still register. Blank means no limit, which is usually right.
Requires approval — registrations wait for you to check them. Most shops leave this off.
Lifetime cover — set the length to 0 months.

Registrations

A registration is created when a customer fills in your form. You can also add one by hand — for somebody who phoned in — or import a spreadsheet from a previous system.

What a customer does

Opens your portal link, or scans a QR code.
Enters their details and picks the product. If they have an order number, the app finds the order and fills in the rest.
Gets a warranty card by email, with a private link they can return to at any time.

Importing from another system

Use Import on the Registrations screen. You map your spreadsheet's columns to ours and see the first few rows before anything is saved. Only an email address is required per row.

Include the purchase date if you have it

Without one, cover is measured from today — which is wrong for every historic record you import.

Approving registrations

If you have turned on approval, new registrations arrive as Needs approval and the customer is told you are reviewing it. Approve or reject from the registration itself, or select several and use the bar at the bottom of the list. A rejection reason is emailed to the customer word for word, so write it for them to read.

Claims

The claims list is a work queue, not a report. Oldest first, because those are the ones customers chase.

The pipeline

A claim moves through: Received → Reviewing → Approved → Waiting for parts → In repair → Sent back → Resolved → Closed. You can skip steps freely; a cheap item often goes straight from received to resolved.

Every status change emails the customer and updates the page they are tracking. That page needs no password — the link in their email is the credential.

Notes versus messages

On a claim you can add either. A note is internal and only your team sees it. Turning on Show this to the customer makes it a message, which appears on their tracking page. Notes default to internal.

Deciding a claim

The claim shows the customer's warranty alongside it, with a banner saying whether cover was live. Record what you did under What did you do about it? — repaired, replaced, refunded, store credit, or refused. That is separate from the status, because "closed having been repaired" and "closed having been refused" are different facts, and your reports are built on the difference.

Sending a replacement

Create replacement order makes a draft order in Shopify, priced at zero, with the customer's address and the claim reference on it. Nothing ships until you open that draft and complete it yourself.

Claims from people who never registered

These are accepted by default, and marked so you can see it. A customer whose product has broken is not in a mood to be told they filled in the wrong form eighteen months ago — you still decide, you just get to make that decision yourself. Switch it off in Settings if you would rather not.

Serial numbers

Optional. Skip this entirely if you do not print serials — everything else works without it.

Upload the serials you have issued and the app can tell a real unit from an invented one. Then:

A serial that is not on your list is refused at registration.
A serial already registered is refused, so one unit cannot become two warranties.
A serial can carry its own cover length — useful for a refurbished batch on shorter terms.
You can offer customers a public checker to confirm a product is genuine before they buy.

Upload a CSV with a serial column. Everything else is optional:

serial,product_title,sku,warranty_months
AB-1001,Classic Kettle,KET-1,
RF-2001,Refurbished Kettle,KET-1R,6

Spaces, dashes and capitals are ignored, so AB-1001 and ab1001 are the same unit. Uploading the same file twice updates those units rather than duplicating them.

Nothing is checked until you upload something

A shop with no serial list validates nothing, whatever the settings say. That is deliberate — otherwise turning the feature on before uploading would refuse every customer in your shop.

Forms

These are the pages customers actually fill in. You get a working registration form and claim form on install; edit them, or build more.

Question types

Short and long text, email, phone, number, date, dropdown, choose-one, tick box, file upload, product picker, order number, serial number, section heading and a consent box.

Saving an answer as a real field

Each question can declare what it fills in — "Where did you buy it?" can fill the Retailer field. That makes the answer searchable, exportable and usable on claims. Questions that map to nothing are still saved and shown on the record.

Showing a question only sometimes

Any question can be shown only when an earlier answer has a particular value — "Which shop?" only when they chose "In a shop". A hidden question is never required and its answer is not saved, so a customer can never be blocked by a field they cannot see.

File uploads

Images and PDFs, up to 5 files of 10MB each. Uploads are stored privately and are visible only to you, from the registration or claim they arrived with.

QR codes

A code on the packaging is the difference between a customer registering and not bothering. Open QR codes in the app for three kinds:

One code for everything — points at your warranty centre. Good for a card in every box.
A code per product — opens the form with that product already chosen. This is the one worth printing on packaging.
A code per unit — for serialised goods. Export a CSV of every serial with its own link and feed it to your label printer.

Each one can be printed directly, downloaded as a PNG, or copied as a link. Scan one with your phone before printing a thousand.

Emails

The app sends a warranty card on registration, a confirmation when a claim arrives, an update on every status change, and a reminder before cover runs out.

Edit any of them under Emails. Placeholders like {{customer_name}} and {{warranty_end}} are filled in when the message is sent; anything the app does not recognise is left blank rather than printed. Switch off any email you would rather send from your own marketing tool.

The sent log

The second tab records every message with its recipient and whether it was delivered. When a customer says they never received anything, this is what settles it — and you can resend a warranty card from the registration with one click.

Extended warranty

Optional, and the one part of the app that makes money rather than saving time. Create a plan — "+12 months" — and link it to a normal Shopify product. Customers are offered it the moment they finish registering, and again on their warranty card while cover is still live.

The sale goes through your ordinary Shopify checkout, so tax, currency and reporting all stay where you already look. Until you link a Shopify product to a plan, it is not shown to anyone, and the list says so.

Common questions

Do customers need an account?

No. Asking somebody to create an account before they can register the thing they have already bought is the fastest way to make sure nobody registers anything. Their warranty card and claim tracking pages are reached by a private link in their email instead — so treat those links as confidential.

Can I change the look of the portal?

It renders inside your own theme, so it already uses your header, footer and fonts. Under Settings you can set the heading, introduction, accent colour, a logo, and your own CSS.

What happens if I uninstall?

Shopify tells the app, and everything it holds for your shop is deleted — registrations, claims, serial numbers, uploaded files and settings.

A customer asked to be forgotten.

Use Shopify's own customer data removal request. The app receives it and erases every identifying detail — name, email, phone, address, uploaded files and the private links — while keeping the fact that a claim happened, which you may need for your own records.

Can I export my data?

Yes, at any time. Export on both Registrations and Claims gives you a CSV of exactly what you are looking at, filters included.