We’ve expanded the warranty workflows to include the ability for the shopper to order a replacement item that is not the exact same replacement as the product they're submitting a warranty claim for.

You will have the ability to provide multiple workflows, including but not limited to:

Warranty programs such as extended warranties and lifetime warranties are becoming common among e-commerce merchants. However, we all know you can't keep every product in stock forever.

The new Expanded Warranties Workflows give you the ability to offer your shopper a different option than the exact same replacement as the product they're submitting a warranty claim for. Enabling up-sell opportunities instead of a lost warranty claim.

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There are two different scenarios to consider when looking at the workflows.

The first scenario occurs when a shopper creates a warranty claim, and the product is available.

In this situation, you can enable the following workflows:

The second scenario is when the product is unavailable. In this situation, you will have three options (with the workflows being any combination of the three)

Additionally, there are two new discounts available to Customer Support Teams on the RMA Details page. These and their definitions are below:

Below is a screenshot of when the Full Warranty Discount is selected. You can see the subtotal on the draft order is $0.

Below is a screenshot of when the Partial Warranty Discount is selected. You can see the subtotal on the draft order is $50, the original cost of the product that has a warranty claim.

Note: With this release, shoppers will not be able to complete an RMA that has both a full catalog exchange and a full catalog warranty replacement. Nor will they be able to complete an RMA that has two different types of warranty claims. Shoppers will have to complete these RMAs separately.

We’ve created two new pages for all the strictly warranty-related settings.

The first is an independent page under Returns-Originate labeled “Warranty”.

The second is an additional tab under the “Customize” carousel.

The first page has both new and current settings. This page enables you to select which workflows your shoppers will experience depending on whether the product is available or unavailable.

The Warranty Default Surcharge setting has been moved to this page as well to keep settings related to a specific workflow or feature all in the same place. Additionally, you will find a link to the “customize” carousel where you can define what will be displayed to shoppers if the “Contact the Retailer” workflow is enabled.

The second page, under the “Customize” carousel, enables you to define any custom text the shopper will see as they’re moving through the expanded warranty workflows.

This includes defining text for when a product is available and unavailable. It also allows you to either opt to use the “Customer Support Information” defined on a different tab in the carousel or to define your own warranty-specific message to shoppers.

Finally, you're able to define the button text that is located on the “Contact the Retailer” page. When this button is selected, an RMA will automatically be created and flagged. Please see the “New ReturnLogic Flagging” section for further information on the latter feature.

When you elect to have the “Contact the Retailer” workflow available, the shopper experiences a natural dead end within the returns center. When electing to use this workflow, you have established that human intervention with this warranty claim is necessary.

We have implemented a new automated flag to help you immediately recognize human intervention is needed.

When the shopper clicks the button to acknowledge they need to contact the merchant, they are prompted to finish their return, along with specific instructions on the review page to contact the merchant.

On the backend, when that acknowledgment button is hit, an RMA with no draft order is created and flagged. This flag will stop any automatic processing. This will appear as flagged to you in Originate. At that point, your Customer Service Representative will have an RMA to pull up when the shopper calls in, eliminating the need for the merchant to re-collect the warranty claim information.

This enables your Customer Service Representative to reach out directly to the shopper to discuss the warranty claim as well. Once the warranty claim finds an outcome, the RMA can be authorized and processed as normal. Additionally, the flag will clear itself when processed.

We have prevented merchants from being able to change their Shopify URL post-integration. This is a fail-safe feature for the merchant, so they do not accidentally ruin their integration with ReturnLogic.

Before and after the process of integrating with ReturnLogic is complete, the following text will appear in red: “Before setting up your integration and inputting your Shopify store URL, please know this is an irreversible action in ReturnLogic. If you have questions or concerns, please reach out to support@returnlogic.com.”

After the integration, the box will become greyed out, as shown in the screenshot below.

Please note that for some reason, if your Shopify URL does need to be updated, a request will need to be routed to the engineering team and they will need to update this on the backend.

You now have the ability to define up to three custom data fields within Third-Party Warranty workflows. Below, we’ve used “Serial Number” as an example.

Under the Third-Party Warranty settings page, there is a section called “Custom data collection fields”. Here, we give you the ability to add up to three custom data fields.

After saving and publishing these custom data fields, they will appear on the third-party warranty page.

Note: These custom data fields have also been added to the RMA Items report.

Before publishing though, merchants will need to navigate to the “Third Party Warranty Order Info Page" tab in the customize carousel. Each custom field has three different customization options available:

In the example below, you’ll see three custom fields named:

Each label, prompt, and description have the name of the custom field before it. This way, you have a clear understanding of which customization boxes belong to which custom field.

Once both settings are setup and published, merchants will now be able to collect a variety of custom data from their shoppers who are creating warranty returns.

We have now added the purchase location to the third-party warranty report in IQ Analytics.

When you download the third-party warranty report, the purchase location will now be available.

We now have an additional call to action content block available on the “Summary” Page of the customize carousel.

When you enable the “Contact Customer Support” content block, you will be presented with a few fields of customization and the ability to select whether you'd like to display your phone number, email, or neither. You will also be able to provide a customized message about reaching out to them.

We're here to help! Email us at support@returnlogic.com or use the live chat inside the platform with any questions or feedback.