Warranty claims
Let customers send a faulty item in under warranty, then repair it, replace it or recycle it.
- In Settings → Return policy, select Edit next to a rule.
- Under Resolution options, select Allow warranty claims.
- Select Save changes.
In the portal, the customer chooses Warranty claim ("Request repair or replacement under warranty"). A warranty claim moves no money: ZenReturn issues no refund or credit for it.
Resolve a claim
Approve the claim as you would any return. On a ship-back rule, the Warranty resolution panel shows on the return page when the item is received. On a returnless rule, it shows when you approve the claim.
- Choose the Outcome: Repair & return, Replace with same product, Replace with different product, or Recycle / dispose. Repair & return is not offered on a returnless rule.
- For Replace with different product, enter the Shopify variant ID of the replacement.
- If you want, add internal notes.
- Select Resolve warranty.
ZenReturn closes the claim and emails the customer. For a replacement, it creates a free draft order for the replacement and completes it, so Shopify makes an order for you to fulfil. The panel links to that order. For a repair, you repair the item and send it back yourself.