Create Warranty Reason Library and Groups
Plans: Enterprise Platforms: All platforms
For eCommerce businesses, product warranties not only assure consumers that they are protected against defects or malfunctions but also provide brands with critical data in the form of reasons customers provide while submitting warranty claims. This crucial information gives brands direct feedback on the product’s performance and durability, how customers use it, and under what circumstances it fails.
Under the AfterShip Returns’ Warranty policy section, you can easily set up warranty reasons and sub-reasons to allow customers to categorize the product issue while submitting the claims appropriately. Additionally, you can set up warranty reason groups based on specific conditions to give customers a relevant list of reasons to categorize why they are raising the claim, instead of bombarding them with reasons irrelevant to the issue at hand.
In this article, we will show you:
Set up reason library
- Add and edit warranty reasons in the reason library
Manage reason groups
- Manage Default Reason Group
- Create new reason groups
- Limitations for reason group conditions
Customer experience
A Reason library is a set of predefined warranty reasons that customers can choose from on the warranty portal, helping merchants understand the specific issue behind their warranty claims.
Warranty reasons are categorized into primary and sub-reasons. Customers have the option to add comments or upload supporting files (such as images, PDFs, or videos) to provide further details and virtual proof of the warranty claim.
Users can add up to 30 warranty reasons.
Users can set up to 12 sub-reasons for each warranty reason.
When a new sub-reason or reason is added, it won't be automatically selected in the reason group. Users will need to go to the Reason groups section to manually check the new reasons. If you don’t see the new sub-reasons or reasons on the returns page, ensure they’re selected in the reason group.
When a reason is deleted from the reason library, it will also be removed from all reason groups where the reason was previously part of.
When a reason is updated/renamed in the reason library, it will automatically be updated/renamed in all reason groups where it is added.
Warranty reasons with sub-reasons will be preceded by a rightward arrow icon which can be used to expand the list of sub-reasons under the reasons library.
Go to Warranty policy > Warranty reason under Warranty section of your AfterShip Returns admin.
Move down to the Reason library. We have pre-populated a few default warranty reasons for your convenience, but you are welcome to delete them and add new ones.
To edit the existing warranty reason, click Edit.
To add a new warranty reason, click Add reason
Input the name of the reason.
To add a sub-reason, select Add sub-reason. Input the sub-reason and proceed to add the next one.
To enable additional details on the product issue and to upload a supporting file, select the checkboxes to enable and decide whether you want to keep them optional or required.
Edit the customer-facing text accompanying both sections, if required, or go with the default text.
Click Save
Reason groups are predefined categories that organize and manage the warranty reasons within a warranty portal. These groups help merchants categorize warranty claims based on specific conditions, making it easier to understand and process customer requests.
Each reason group is tied to specific warranty pages and can include a set of warranty reasons relevant to the context of that page (e.g., product type, product tag, order date, or SKU).
Reason groups can be configured for each warranty page.
When a new warranty page is created, a default reason group is automatically linked to it, containing all the default warranty reasons. This default group is instantly applied to products not assigned to a specific reason group.
Users can add or remove default and newly created warranty reasons from the default group.
Additionally, users can create extra custom reason groups by applying conditions like Order date, Product type, Product tag, or SKU and add or remove default and newly created warranty reasons to suit those specific conditions.
This structure allows merchants to customize and control which warranty reasons are available for customers to select based on various factors, such as the product in question or specific circumstances of the claim like when it was ordered.
As mentioned earlier, when you create multiple variations of your warranty page, each variation is automatically linked to a default reason group that includes all the default warranty reasons.
The default reason group applies to products not assigned to any other condition-specific reason group for a particular warranty page variation.
To edit default reason groups, follow these steps.
Select Default group, click Edit.
Audit and tweak the pre-populated warranty reasons.
Click Manage reasons to select or unselect warranty reasons from the library to be added or removed for this group.
Delete the warranty reason by clicking {X} and reorganize the reasons on the list by a simple drag-and-drop. Warranty reasons in the default group will be applied to all the products unless otherwise set up for warranty reasons by product type.
Select the checkbox to randomize the order of the warranty reasons in which they appear to the customers on the warranty portal.
Click Save
To add more warranty reasons to the default group, add them under the reason library and then add them to the default reason group.
Select Add reason group in the upper right-hand corner of the page.
Add Title for easy identification and categorization.
Set up conditions based on the product type, tag, order date, or SKU or all.
Select a condition when a product falls into this reason group. You can choose between the following eligibility logics.
When all conditions are met
When one of the conditions is met
Set up conditions to match the eligibility criteria.
Under conditions, you can either configure product types, tags, order date, or product SKU to which this warranty reason group will apply. For Product type, product tag, and SKU conditions to work, ensure their values match the values defined in your Shopify admin.
Product tag condition supports Shopify, Magento 1, and Woocommerce, whereas Product type condition supports Shopify, Magento 1, 2, and BigCommerce.
If All conditions are met condition is selected, all the defined conditions must match.
E.g., If the Product type is Furniture, the Product tag is Ceramic vase, the SKU is 874466447747474, and the Order date is more than 50 days before the claim request date, then all these FOUR conditions (Product type AND Product tag AND Order date AND SKU) must match the product type and tag you’ve defined in Shopify for this warranty reason group to apply.
If Any condition is met condition is selected, at least one of the conditions should match.
E.g., If the Product type is Furniture, the Product tag is Ceramic vase, the SKU is 874466447747474, and the Order date is more than 50 days before the claim request date, then any one of these FOUR conditions (Product type OR Product tag OR Order date OR SKU) should match for this reason group to apply.
Click Manage reasons to select or unselect warranty reasons from the library to be added or removed for this group.
Delete the warranty reason by clicking the cross icon and reorganize the reasons on the list by a simple drag-and-drop.
Select the checkbox to randomize the order of the warranty reasons in which they appear to the customers on the return portal.
Click Save.
To add more warranty reasons to the custom reason groups, add them under the reason library and then add them to the custom reason groups.
For warranty claims submitted via the Order number required warranty page, all reason group conditions are fully supported.
For warranty claims submitted via the No order number required warranty page, the Order date condition will not be applicable.
When submitting warranty claims through the No order number required warranty page, if the product list is imported from a CSV file, users must ensure that Product tags and Product type are included in the CSV. If these conditions are not included, they will not work, even if the reason group is added. Learn more >
Shoppers will be prompted to select a warranty reason based on the configuration set by you on the AfterShip Returns admin.
Shoppers will also have the option to review their selected warranty reason before submitting the warranty claim.
Overview
For eCommerce businesses, product warranties not only assure consumers that they are protected against defects or malfunctions but also provide brands with critical data in the form of reasons customers provide while submitting warranty claims. This crucial information gives brands direct feedback on the product’s performance and durability, how customers use it, and under what circumstances it fails.
Under the AfterShip Returns’ Warranty policy section, you can easily set up warranty reasons and sub-reasons to allow customers to categorize the product issue while submitting the claims appropriately. Additionally, you can set up warranty reason groups based on specific conditions to give customers a relevant list of reasons to categorize why they are raising the claim, instead of bombarding them with reasons irrelevant to the issue at hand.
What you’ll learn
In this article, we will show you:
Set up reason library
- Add and edit warranty reasons in the reason library
Manage reason groups
- Manage Default Reason Group
- Create new reason groups
- Limitations for reason group conditions
Customer experience
Set up reason library
A Reason library is a set of predefined warranty reasons that customers can choose from on the warranty portal, helping merchants understand the specific issue behind their warranty claims.
Warranty reasons are categorized into primary and sub-reasons. Customers have the option to add comments or upload supporting files (such as images, PDFs, or videos) to provide further details and virtual proof of the warranty claim.
Important considerations
Users can add up to 30 warranty reasons.
Users can set up to 12 sub-reasons for each warranty reason.
When a new sub-reason or reason is added, it won't be automatically selected in the reason group. Users will need to go to the Reason groups section to manually check the new reasons. If you don’t see the new sub-reasons or reasons on the returns page, ensure they’re selected in the reason group.
When a reason is deleted from the reason library, it will also be removed from all reason groups where the reason was previously part of.
When a reason is updated/renamed in the reason library, it will automatically be updated/renamed in all reason groups where it is added.
Warranty reasons with sub-reasons will be preceded by a rightward arrow icon which can be used to expand the list of sub-reasons under the reasons library.
Add and edit warranty reasons in the reason library
Go to Warranty policy > Warranty reason under Warranty section of your AfterShip Returns admin.
Move down to the Reason library. We have pre-populated a few default warranty reasons for your convenience, but you are welcome to delete them and add new ones.
To edit the existing warranty reason, click Edit.
To add a new warranty reason, click Add reason
Input the name of the reason.
To add a sub-reason, select Add sub-reason. Input the sub-reason and proceed to add the next one.
To enable additional details on the product issue and to upload a supporting file, select the checkboxes to enable and decide whether you want to keep them optional or required.
Edit the customer-facing text accompanying both sections, if required, or go with the default text.
Click Save
Manage reason groups
Reason groups are predefined categories that organize and manage the warranty reasons within a warranty portal. These groups help merchants categorize warranty claims based on specific conditions, making it easier to understand and process customer requests.
Each reason group is tied to specific warranty pages and can include a set of warranty reasons relevant to the context of that page (e.g., product type, product tag, order date, or SKU).
Reason groups can be configured for each warranty page.
When a new warranty page is created, a default reason group is automatically linked to it, containing all the default warranty reasons. This default group is instantly applied to products not assigned to a specific reason group.
Users can add or remove default and newly created warranty reasons from the default group.
Additionally, users can create extra custom reason groups by applying conditions like Order date, Product type, Product tag, or SKU and add or remove default and newly created warranty reasons to suit those specific conditions.
This structure allows merchants to customize and control which warranty reasons are available for customers to select based on various factors, such as the product in question or specific circumstances of the claim like when it was ordered.
1. Manage default reason group
As mentioned earlier, when you create multiple variations of your warranty page, each variation is automatically linked to a default reason group that includes all the default warranty reasons.
The default reason group applies to products not assigned to any other condition-specific reason group for a particular warranty page variation.
To edit default reason groups, follow these steps.
Select Default group, click Edit.
Audit and tweak the pre-populated warranty reasons.
Click Manage reasons to select or unselect warranty reasons from the library to be added or removed for this group.
Delete the warranty reason by clicking {X} and reorganize the reasons on the list by a simple drag-and-drop. Warranty reasons in the default group will be applied to all the products unless otherwise set up for warranty reasons by product type.
Select the checkbox to randomize the order of the warranty reasons in which they appear to the customers on the warranty portal.
Click Save
To add more warranty reasons to the default group, add them under the reason library and then add them to the default reason group.
2. Create new reason groups
Select Add reason group in the upper right-hand corner of the page.
Add Title for easy identification and categorization.
Set up conditions based on the product type, tag, order date, or SKU or all.
Select a condition when a product falls into this reason group. You can choose between the following eligibility logics.
When all conditions are met
When one of the conditions is met
Set up conditions to match the eligibility criteria.
Under conditions, you can either configure product types, tags, order date, or product SKU to which this warranty reason group will apply. For Product type, product tag, and SKU conditions to work, ensure their values match the values defined in your Shopify admin.
Product tag condition supports Shopify, Magento 1, and Woocommerce, whereas Product type condition supports Shopify, Magento 1, 2, and BigCommerce.
If All conditions are met condition is selected, all the defined conditions must match.
E.g., If the Product type is Furniture, the Product tag is Ceramic vase, the SKU is 874466447747474, and the Order date is more than 50 days before the claim request date, then all these FOUR conditions (Product type AND Product tag AND Order date AND SKU) must match the product type and tag you’ve defined in Shopify for this warranty reason group to apply.
If Any condition is met condition is selected, at least one of the conditions should match.
E.g., If the Product type is Furniture, the Product tag is Ceramic vase, the SKU is 874466447747474, and the Order date is more than 50 days before the claim request date, then any one of these FOUR conditions (Product type OR Product tag OR Order date OR SKU) should match for this reason group to apply.
Click Manage reasons to select or unselect warranty reasons from the library to be added or removed for this group.
Delete the warranty reason by clicking the cross icon and reorganize the reasons on the list by a simple drag-and-drop.
Select the checkbox to randomize the order of the warranty reasons in which they appear to the customers on the return portal.
Click Save.
To add more warranty reasons to the custom reason groups, add them under the reason library and then add them to the custom reason groups.
Limitations for reason group conditions
For warranty claims submitted via the Order number required warranty page, all reason group conditions are fully supported.
For warranty claims submitted via the No order number required warranty page, the Order date condition will not be applicable.
When submitting warranty claims through the No order number required warranty page, if the product list is imported from a CSV file, users must ensure that Product tags and Product type are included in the CSV. If these conditions are not included, they will not work, even if the reason group is added. Learn more >
Customer experience
Shoppers will be prompted to select a warranty reason based on the configuration set by you on the AfterShip Returns admin.
Shoppers will also have the option to review their selected warranty reason before submitting the warranty claim.
Updated on: 29/01/2025
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