Warranty claims

1. How a customer opens a claim

Claims are opened on the page /apps/tasdeek/claims of your store. Customers reach it through the Report a problem links on the authenticity check result, on My products and on the registration page of a product that is already registered, or from the /apps/tasdeek page.

1. The customer enters the product's serial number and the email address they registered it with.
2. Tasdeek shows the product and any earlier claims for it.
3. They choose what is wrong: it doesn't work properly, it arrived or became damaged, a part is missing, or something else.
4. They describe the problem in at least 10 characters.
5. They can add up to 5 attachments in total, each up to 10 MB: photos (JPEG, PNG, GIF, WebP, HEIC), videos (MP4, MOV, WebM) or PDF files, or links to them.
6. They click Submit claim and see the claim number, for example CL-000123.

Only a registered product can get a claim, and the email must be the one it is registered to. Void units cannot get claims. A product that already has 3 claims in progress cannot get another one from the store until one of them is resolved or closed.

Tasdeek does not turn a claim away because the warranty has ended. The claim shows which warranty was active when it was opened, and you decide.

2. Find new claims

Open Claims. The buttons at the top filter by status and show how many claims each status has. Search finds a claim by claim number, serial, order or email. The Home page shows the number of open claims.

A unit's page also lists every claim for that unit.

3. Claim statuses

A claim moves through these statuses. The customer sees slightly different words in emails and on My products.

An approved claim needs a resolution before you can mark it Resolved. A rejected claim that you mark resolved without one is recorded as No action.

4. Handle a claim

1. In Claims, open the claim. Details shows the unit, product, order, issue, contact email, owner and the customer's description. Warranty shows the policy and its dates, or that no warranty was active when the claim was opened.
2. Under Media, open each photo, video or document the customer attached.
3. Under Change status, choose the New status, for example In review. Add a Note if you like.
4. Keep Email the customer about the new status ticked to tell the customer. Tick Include the note in the email if the customer should read your note too. Click Update status.
5. When you have decided, fill in Resolution: choose Repair, Replacement, Refund, Replacement part or No action, add Resolution notes and the Parts replaced, one per line. Click Save resolution.
6. Move the claim to Resolved, and to Closed when nothing is left to do.

The resolution is a record in Tasdeek. It does not create an order, a return or a refund in Shopify; do that in Shopify as usual. You can change the resolution until the claim is closed.

Add a note saves an internal note that is never emailed. The Timeline lists every step of the claim with the date and who made it: you, the customer or the system.

5. Emails the customer gets

• When the claim is opened on your store: "We received your claim CL-000123", with the product and a link to see their claims.
• When you change the status with the email box ticked: "Claim CL-000123" and the new status, a short line about what it means, your note if you chose to include it, and the same link.

The emails are in the language the customer used on the claim form: English, German, French or Spanish. Replies go to the Support email in Settings, Brand. The sender name is set under Settings, Credit line and sender name.

The link opens My products, where the customer can follow the progress of each claim.