Warranty Returns

Use the Returns Portal to let customers submit warranty claims after the standard return window has expired.

Overview

Warranty returns let customers submit a claim for products that are outside the standard return window but still covered by your warranty policy.

The Returns Portal uses the standard return journey for warranty claims: customers find their order, select eligible items, choose a return reason, provide any required evidence, and submit the return. Warranty-specific configuration changes what is eligible, which reasons are available, what evidence is required, and whether the return needs approval before it is processed.

Warranty requirements only apply during an active warranty period. If an item is still inside the standard return window, it follows your standard return rules.

How Warranty Returns Work

Area	Standard flow	Warranty configuration
Order lookup	Customers access the order in the Returns Portal.	For long warranty periods, connect order data so older orders can still be retrieved.
Item eligibility	Customers select returnable items from the order.	Limit warranty eligibility to specific products, collections, sales channels, order attributes, or warranty flags.
Return reasons	Customers choose from the configured return reason tree.	Show warranty-only reasons and hide standard reasons that should not be used for warranty claims.
Evidence collection	Problem descriptions and image uploads follow the selected return reason.	Require a problem description, image upload, or other evidence during the warranty period.
Approval	Returns follow the configured submission flow.	Route warranty claims to the return approval process before your team accepts or rejects the claim.
Outcome	Customers see the available compensation, refund, and return options.	Restrict options to warranty outcomes such as repair, exchange, replacement, or manual review.

Recommended Setup

To configure a warranty return flow:

1. Configure a warranty period that starts after the standard return window has expired. For details, see Return Periods.

2. Add targeting rules if the warranty only applies to specific products, product groups, regions, order types, or sales channels.

3. Configure warranty return reasons. Use warranty-only reasons for claims such as manufacturing defect or product failure, and hide standard reasons that should not be available during the warranty period. For details, see Return Reasons.

4. Require evidence for warranty reasons, such as an image upload, problem description, serial number, or other structured information needed by your customer service team.

5. Route warranty claims to approval so your team can review the customer-provided evidence before the return is processed. For details, see Return Approvals.

6. Restrict compensation and refund options if warranty claims should use specific outcomes, such as repair or replacement. For details, see Compensation Methods.

For most warranty flows, use a dedicated warranty period, warranty-only return reasons, required evidence, and customer service approval. This keeps the customer journey familiar while giving your team the information needed to decide on the claim.

Order Data Requirements

Warranty rules can only use product and order attributes that are available to parcelLab. If warranty eligibility depends on product family, SKU, product tag, collection, warranty status, purchase date, retailer, sales channel, or serial number, make sure this data is included in your order integration.

For warranty periods that go beyond the standard data retention period, use a real-time order data connection so the Returns Portal can retrieve the order when the customer starts the warranty claim.

Connect order data

For further information on connecting order data for returns, see the Real-time API Connection for Returns documentation.

Customer Requirements

To configure warranty returns, provide the following information to your parcelLab representative:

• Warranty duration in days

• Products, product groups, sales channels, or order types covered by the warranty

• Order or product attributes that identify warranty eligibility

• Warranty return reasons and the internal codes used for reporting or downstream processing

• Required evidence for each warranty reason

• Whether warranty claims should always require customer service approval

• Allowed outcomes for warranty claims, such as repair, replacement, exchange, refund, or manual review

Related Features

• Return Periods

• Return Reasons

• Compensation Methods

• Return Approvals