What is a warranty claim?
A warranty claim is a customer's request for a repair, replacement or refund under a product's warranty, because the product has developed a fault the warranty covers. The customer usually provides proof of purchase and a description, photos or video of the problem, and the brand checks that the claim is within the warranty period and terms.
Also called: warranty request, guarantee claim, product warranty claim
Why warranty claims matter
A warranty claim is different from a return. A return usually covers a customer changing their mind within a set window. A warranty claim covers a product that has failed, often months after purchase. Damage that happens in transit is a third case, usually handled as a delivery problem.
A warranty adds to a customer's legal rights and does not replace them. In the US, state laws create implied warranties that cover most purchases, and in the UK, consumers have statutory rights under the Consumer Rights Act 2015 alongside any guarantee. In the UK, the term guarantee is often used for the same promise.
For ecommerce brands, warranty claims are labor-intensive because each one needs evidence to be reviewed against the terms.
The process usually follows these steps:
The customer submits a claim with proof of purchase.
The customer provides a description and photos or video of the fault.
The brand checks the claim is within the warranty period and that the fault is covered.
The brand approves or declines the claim.
The customer receives a repair, replacement, refund or store credit.
How AI checks warranty claim photos
In DigitalGenius, the photos attached to a warranty claim go through several checks:
Each image is checked for signs that it was generated by AI, using the image's metadata.
Images that show the product label or the receipt are identified and kept out of the defect check.
The remaining photos are checked for defects against a list the brand defines for the product, such as a sole coming away from a shoe.
If no listed defect is visible, or a photo is too blurry to assess, the AI reports no defect and does not guess.
The result then feeds the claim workflow, which approves a replacement or refund or passes the claim to a person.
Example
When Abbott Lyon customers submit warranty claims for damaged items, DigitalGenius checks the claim against Abbott Lyon's business rules, calculates the product price and generates a discount code straight away.
Warranty claims and DigitalGenius
DigitalGenius can assess photos of damaged products, check warranty status, and approve a replacement or refund under the brand's rules, or escalate the claim to a person.
Read more
FAQ
What is the difference between a warranty and a guarantee?
The terms are often used for the same thing: a promise from the manufacturer or retailer to repair or replace a product that develops a fault. Warranty is the usual term in the US. In the UK, guarantee is common, and extended warranty usually refers to longer cover that the customer signs up for separately.
Do you need a receipt to make a warranty claim?
Usually. Proof of purchase shows when and where the product was bought, which establishes whether it is still within the warranty period. A bank statement or order confirmation email is often accepted.
Does a warranty replace your legal rights?
No. A warranty adds to the rights consumers already have by law. In the UK, a guarantee must state that it does not affect the customer's statutory rights.
· By Iain Moss