Warranty and service
- What is the difference between Not set and 0 months?Not set leaves a warranty rule blank so another applicable rule can supply coverage; 0 months deliberately means Excluded at that level.
- When does warranty cover start?Warranty coverage starts for each unit when delivery or collection is recorded.
- Does a refund end warranty cover?A Shopify refund ends coverage when it includes a return of the affected units.
- Why can't I change the warranty on this order?Line warranty terms lock once the sale becomes a Shopify order.
- Why does a Shopify product line have no warranty?A Shopify product line needs an applicable warranty rule or its own By product term.
- Who can enter serial numbers?Staff with Add and edit serial numbers can enter serials in OrderPilot for orders within their change scope.
- Why was my serial number refused?A serial is refused if it duplicates another unit's serial for the same product, exceeds 100 characters, or belongs to an unfulfilled unit.
- Why is a cover date a day off?OrderPilot stores warranty coverage dates as UTC calendar days.
- Why can't my staff see warranty claims?Their role needs View warranty claims, along with access to the underlying order.
- The customer says it was delivered but there's no record. Can I still take a claim?Yes, for a unit eligible to claim with Delivery not recorded.
- Why can't I decline this claim?A replacement, refund, or credit on the claim must be cancelled before you can decline it.
- Why is my day sheet missing jobs or photos?A day sheet excludes done and cancelled jobs and supports up to 40 jobs.
- Why does a warranty replacement order show as Paid?A no-charge warranty order with product lines counts as paid because its balance is $0.
- What does Suggested: Covered mean on a claim?Suggested: Covered is OrderPilot's suggestion based on the unit's coverage on the date the claim was reported.
- If I change my warranty settings, do existing orders change?No. Warranty terms are preserved on sold lines, so later changes to rules, products, and plans apply to future sales.
- Does a vendor rule or a category rule win?A category warranty rule takes precedence over a vendor rule.
- Do purchase orders print the warranty?No. OrderPilot's purchase-order PDFs don't print warranty terms.
- Does an extended warranty plan cover an excluded option?No. An excluded option stays excluded unless an authorized order change lifts that exclusion before placement.
- Can a warranty plan be discounted?No. A sold warranty plan becomes a warranty fee that order discounts don't reduce, including POS discounts.
- Who can approve or decline a warranty claim?Staff with Approve and decline warranty claims can make those decisions within their order access.
- What does the vendor see when I send them claim photos?The vendor's claim-photo link shows the claim's files without adding the customer's name, address, or prices.
- Where do I change how job sheets look?Choose job-sheet themes under Settings › Branding › Quote PDF, in PDF themes.
- Does giving money back on a claim end the warranty?Yes. Recording a refund or store credit on a warranty claim ends coverage for the claimed units.
- Why does a delivered item still say Starts at delivery?OrderPilot hasn't recorded a delivery event for that unit.
- How do I find a customer's warranty by serial number?Enter the serial in Warranty coverage look-up to find the product unit and its coverage.
- How many photos or files can I add when starting a claim?You can attach up to 10 files when starting an OrderPilot warranty claim, with a limit of 20 MB per file.
- Can I delete a warranty plan that customers already bought?No. Delete is available only for a warranty plan that has never been sold.
- Can I add an extended warranty plan on Shopify POS?No. Add the plan in the OrderPilot app before the sale becomes a Shopify order.
- Why can't I start work on a paid repair?A paid repair waits for its warranty order and any required customer signature or deposit.
- Why is the amount to collect missing from a job sheet?The amount is omitted when Show the amount to collect is off or the person printing lacks View costs.
- Should I start the claim again if its confirmation email failed?No. A failed confirmation email doesn't undo a claim that was successfully created.
- Does starting warranty coverage by hand also record delivery?Yes. Starting coverage by hand can mark the item as taken and allow the order to move to Delivered.
- Does Take from stock on a warranty claim reduce inventory?No. Take from stock records the claim's goods as sourced and clears the part wait where applicable; the action doesn't move inventory by itself.
- Does a replacement get a new warranty term?Replacement coverage follows the rule chosen in Settings › Products › Claims.