How customers file a claim
The claim form runs in steps:
- Try a fix (optional): shows the product's help articles and the AI assistant first.
- Problem: the customer picks a reason, adds a description, and photos or a video if you require them.
- Details: serial number (with your help image), purchase date and place, and proof of purchase where needed.
- You: the customer confirms the product is theirs with a Warranty code, or with the Registered email. For email, Veribl sends a 6-digit code to that address first.
- Review: they check everything and send.
They get a claim number to check status and reply to your messages later. If the warranty has ended, they see your out-of-warranty message and can still send the claim.
Set up the claim form
Go to Warranties › Settings:
- Try to fix it first: show help articles and the AI assistant before the form.
- Allow claims without registration: customers add proof of purchase and are registered at the same time.
- Claim reasons with sub-reasons, a minimum number of photos (optional to at least 3) and Video required.
- Extra questions (Yes / no, Pick one or Short text) for all products, families or specific products.
- Serial number help: an image showing where the serial number is.
- Replies: claims without a first reply in this time show as overdue.
- Out of warranty: the message shown when coverage has ended.
Reasons, questions and messages are translated into your other languages when you save.
Handle claims
Warranties › Claims has to-do views: Needs reply, Assigned to me, Unassigned, Overdue, All open, Closed and All. The table shows claim, customer, product, status, owner and how long the customer has waited. The Warranties overview shows the same counts as cards.
Statuses are New, In review, Waiting on customer, Approved, In progress, Resolved, Denied and Cancelled.
Open a claim to see a thread of messages and activity, with the customer, product and a Warranty check (registered, in warranty when filed, proof of purchase, serial number). Choose Reply or Internal note; type / to insert a macro. Record Costs (shipping, parts, labour, replacement) on the claim.
Decide with the action buttons:
- Approve: pick Replacement, Repair, Refund, Store credit or Spare part. The customer gets your message.
- Deny: give a reason. It is shared with the customer.
- Ask for info: the claim waits for the customer until they reply.
- Resolve: closes the claim. You can also Reopen or cancel a claim.
Automate with claim flows
Under Flows, claim flows run when a claim is submitted, the customer replies, or a claim is approved, denied or resolved. Their steps use conditions such as reason, product, warranty status, registration, proof of purchase and country, and actions such as assign, set priority, add tag, notify, reply to the customer, ask for info, approve, resolve or call a webhook. See Flows.
Macros, routing and stats
Claims share macros and routing with the Helpdesk. The Warranties overview shows claims, approval rate, first reply time, time to resolve and claim costs, claims by product with claim rate, and why customers claim.
Tip: Require a photo for reasons like damage. Fewer back-and-forth messages means faster decisions.