Warranty registration and claims
A warranty card in the box is a dead end — nobody posts it and you learn nothing. A QR on the packaging that opens a WhatsApp registration gives you a verified contact and a reason to talk to the customer again.
Create a warranty batch linking Shopify products to coverage dates, share the public registration portal (customers verify by WhatsApp OTP), then work claims through pending, approved, shipped or rejected. Each status change sends the customer a WhatsApp update automatically.
Before you start
- Shopify connected — batches link to products and registrations match against orders.
- WhatsApp connected — the registration OTP and every claim update send over WhatsApp.
- A plan that includes the warranty module.
- A test product and a phone you can receive an OTP on.
Set it up
- Open the warranty hub Warranty in the sidebar, when your plan includes it.
- Create a product batch Link the Shopify products it covers, set the validity period, and define the coverage rules — what is covered and what is not. Write the exclusions now. They are what you point at when you reject a claim.
- Set your support contacts The phone, email and public claim URL customers see. These appear on the portal and in claim messages.
- Test the registration portal Open the public registration link on a phone. Enter a product and a phone number, and complete the WhatsApp OTP.
- Confirm the registration It should appear in the warranty workspace, matched to the order where one exists.
- Put a QR on the packaging Create a WhatsApp QR in Meta Manager that opens a chat with a prefilled warranty message, and print it on the insert.
Working claims
| Status | What it means and what the customer gets |
|---|---|
| Pending | Awaiting your review. Check the uploaded proof and the order match. |
| Approved | Accepted. The customer receives a WhatsApp confirmation. |
| Shipped | Replacement or repaired unit dispatched, with a WhatsApp update. |
| Rejected | Declined with a reason you write. The reason is sent to the customer, so write it as if they will read it — because they will. |
How to check it worked
- The public registration page loads on a phone.
- The OTP arrives over WhatsApp and verification completes.
- The registration appears in the warranty workspace.
- A claim status change sends the customer a WhatsApp update.
- A rejection delivers your written reason to the customer.
If registration is failing
- The OTP never arrives
- WhatsApp must be connected — the OTP sends over the Cloud API.
- The number has to be on WhatsApp and must not have blocked your business.
- Enter the number in full international format on the form.
- Customer says their product is not found
- The batch must include the SKU they bought.
- Sync products from Shopify if the product was added recently.
- Check the batch validity period covers their purchase date.
- Claims stay pending
- Pending means awaiting your review — nothing moves it automatically.
- Open the claim, check the proof against the order, and set a status.
- The warranty module is not in the sidebar
- It is plan-gated. Check your plan on the pricing page.
- Reload after a plan change — navigation is cached briefly.
- Warranty hub reference — Batches, registrations and claims.
- Meta Manager — Creating the packaging QR.
- Warranty feature page — What it looks like in the product.
Frequently asked questions
How do customers register a warranty?
They open your public registration portal — usually by scanning a QR on the packaging — select their product, enter their phone number and verify it with a WhatsApp OTP. The registration is then matched against the Shopify order where one exists.
Do customers need an account to claim?
No. Registration and claims both work from a mobile web page with WhatsApp OTP verification, so there is no password and no app to install. That is deliberate — every extra step loses registrations.
Updated 2026-10-04