Warranty Management User Guide
Learn how to configure warranty types, register warranties, manage claims, and provide your customers with a seamless self-service portal experience.
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Overview
The Warranty Management module replaces spreadsheets and email chains with a structured, auditable system for registering and resolving product warranties. Your support team gets a unified inbox of all warranty records, and your customers get a transparent portal to track the status of their claims.
Warranty Types
Before registering any warranties, set up the warranty types that apply to your product range. A warranty type defines the duration, coverage terms, and any conditions that apply.
info Tip: Create one warranty type per distinct policy , for example, a 1-year parts warranty and a 3-year labour warranty are two separate types even if they apply to the same product.
Go to Warranty → Warranty Types → Add Type and configure:
| Field | Description |
|---|---|
| Name | A clear, internal label for this warranty type, e.g. "3-Year Structural Warranty". |
| Duration | The warranty period in months, calculated from the date of purchase. |
| Coverage Terms | A description of what is and isn't covered. This text appears in the customer portal and registration confirmation emails. |
| Products / Categories | Assign this type to specific products or entire categories. Products can have multiple active warranty types. |
Registering a Warranty
Warranties can be registered in two ways , by your support team on behalf of a customer, or by the customer themselves through the self-service portal.
- Go to Warranty → Registrations → New Registration.
- Search for the product by name or SKU and select the applicable warranty type.
- Enter the customer's details , name, email, and contact number.
- Enter the purchase date and, if applicable, the retailer or dealer name.
- Submit. The customer receives an automated confirmation email with their warranty reference number.
Share your unique self-service portal URL with customers , this can be embedded on your website or included in product packaging inserts. Customers fill in their own details, select their product, and submit. The registration appears in your Advance dashboard immediately for your team to review.
The portal URL is found under Warranty → Settings → Customer Portal.
Managing Claims
When a customer raises a warranty claim, it appears in your Warranty → Claims queue. Each claim has a status that tracks its progress through your resolution workflow.
Each claim includes a full activity log , every status change, internal note, and customer communication is recorded with a timestamp and the name of the team member who made it.
Customer Self-Service Portal
The customer portal is a white-label web experience your customers use to register warranties and track claim status , without needing to contact your support team for every update.
Reporting
The Warranty reporting dashboard gives your management team visibility into claim volumes, resolution times, and common failure patterns across your product range.
download All reports can be exported as CSV files from the reports screen for use in external tools like Excel or Power BI.
- Claim Volume by Product , identify which products generate the most warranty activity.
- Average Resolution Time , track how quickly your team closes claims month over month.
- Claim Outcome Breakdown , see the split between approved, rejected, and resolved claims.
- Expiring Warranties , a list of warranties approaching their end date, useful for proactive customer outreach.
Need help with Warranty Management?
Our support team can assist you in configuring your warranty types, setting up your customer portal, and migrating existing records.