Article Overview:

  1. Expanded Warranty Workflows

  2. New Warranty Workflow Settings

  3. New ReturnLogic Flagging

  4. Prevention from changing Shopify URL post-integration

  5. Custom Data Field Collection within 3rd Party Warranties

  6. Updated Third Party Warranty Report: Purchase Location

  7. Additional “Call to Action” Content Block


Expanded Warranty Workflows:

What is it?

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:

  • Offering the exact product replacement.

  • Offering a different product replacement (selected from the full catalog, excluding exchange restricted products).

  • Overselling if the product is unavailable, and prompting the customer to simply contact customer service directly for the next steps.


Why it Matters:

Warranty programs such as extended warranties and lifetime warranties are becoming common among e-commerce retailers. 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.


How it Works:

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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:

  1. Only providing an exact replacement: the customer will receive the exact same variant as originally purchased.

  2. Providing an exact replacement OR providing a full catalog replacement (does not include products that have been tagged in the exchanges exclusion field): the customer will have a choice between receiving the exact same product or selecting a new product (this enables up-sell opportunities for retailers).

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)

  1. Oversell to the shopper: enables the shopper to order the same exact item again, despite there being no inventory available.

  2. Offer a full catalog replacement (does not include products that have been tagged in the exchange exclusion field): the customer will have a choice between receiving the exact same product or selecting a new product.

  3. Contact the Retailer: the customer is informed that the product replacement is unavailable and needs to contact the retailer directly to further process any warranty claim.

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

  • Full Warranty Discount: the entire order is discounted at 100% even if you add on more items. This would most often be applied to a scenario where the shopper chose to order something different than the original product that had a warranty claim and the retailer wants to provide it to them at a $0 cost.

  • Partial Warranty Discount: individual items do not receive the discount, rather it’s applied to the order itself. This would most often be applied to a scenario where the shopper chose to order something different than the original product that had a warranty claim and the retailer wants to provide it to them as an upsell option (ie apply only the cost of the original product to the order).

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.


New Warranty Workflow Settings

What is it?

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.


How it Works:

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.


New ReturnLogic Flagging:

What is it?

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.


How it Works:

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

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 customer calls in, eliminating the need for the retailer to re-collect the warranty claim information.

This enables your Customer Service Representative to reach out directly to the customer 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.


Prevention from changing Shopify URL post-integration

What is it?

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

How it Works:

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.


Custom Data Field Collection within 3rd Party Warranties

What is it?

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.

How it Works:

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, retailers 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:

  • Label: the title of the custom data field

  • Prompt: the greyed-out text in the text box

  • Description: instructions or descriptions of the needed custom data

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

  • serialnumber

  • testone

  • testtwo

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, you will now be able to collect a variety of custom data from their customers who are creating warranty returns.


Updated Third Party Warranty Report: Purchase Location

What is it?

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

How It works:

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


Additional “Call to Action” Content Block

What is it?

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

How it works:

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.

Settings View:

Shopper View:


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

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