Check and change warranty on an order

Before you start

Line terms lock once the sale is a Shopify order. After that, record delivery, returns, and goodwill through unit coverage actions.

Check and change a line's warranty

1. 1

   Step 1: Open the line review

   Open the line menu and choose Review warranty; the Warranty on dialog opens with the product's name. Read Whole product and the Exceptions table before editing.

   

   The table separates Standard coverage, Plan extension, and Total coverage. If there are no exceptions, it says Every option follows the product term above.

2. 2

   Step 2: Read the source

   Click Coverage source beside the term. The dialog lists Comes from and Term, with Applied identifying the rule that supplied the result.

   

   Use that source when explaining the term to the customer. A vendor's warranty can be replaced by a more specific category, product, or order rule.

3. 3

   Step 3: Change the whole-product term

   Enter the agreed term, or choose Don't cover on this order for a deliberate exclusion. Check the resulting coverage shown for this line.

   If you lack override permission, the dialog asks you to find someone with Override warranty coverage. Don't substitute a different product rule to bypass that order-level restriction.

4. 4

   Step 4: Review option exceptions

   Use the option menu for Don't cover on this order, Allow plan coverage on this order, Restore exclusion, or Remove exception, as applicable.

   An option locked on its product template displays that reason. Follow coverage exceptions to understand template locks before requesting a change.

5. 5

   Step 5: Check expiry and finish

   Use Check expiry and enter Delivered on to inspect the resulting term. Use Reset to default if the line should return to its standard coverage, then click Done.

   The date check helps explain the term; it doesn't replace recording the actual delivery. Add an extended plan separately when extra coverage is being sold.

Read the order's Warranty panel

1. 1

   Step 1: Open the Warranty panel

   In the Products card, click Warranty. It appears when at least one line carries warranty. Choose This order or Customer's orders to set the scope.

   

   On a quote, the current-record tab can read This quote. Check the tab before interpreting coverage from another purchase.

2. 2

   Step 2: Read the line summary and terms

   Look for Covered until, X of Y covered, Starts at delivery, Excluded, Not covered, or Coverage stopped. Expand Terms for the part, term, source, and end date.

   A partial-coverage badge can reflect units delivered on different days. It doesn't necessarily mean the line has inconsistent terms.

3. 3

   Step 3: Read each unit's story

   Find the unit number and serial, then read its delivery, return, coverage-stop, or goodwill history. Delivery not recorded and Not delivered yet indicate why a clock may not have started.

   Claims can appear as links beside the unit. Use Handle a warranty claim when the customer's issue needs a service record.

   Line chips can also show missing serials and claim links. A banner such as Warranty claim WC-… is followed by its status offers Open claim when your access allows.

Look up a customer's coverage

1. 1

   Step 1: Search the coverage list

   Open Warranty coverage look-up. Search by customer, order, product, or serial number. For the example, search for Reed.

   

2. 2

   Step 2: Filter and inspect units

   Choose All, Covered, Ending in 30 days, Starts at delivery, Ended, Not covered, or Coverage stopped. Read the customer, order, product, unit, details, coverage, and plan columns.

   Use Newer orders or Older orders to move through results. Search by a serial when several identical chairs appear.

3. 3

   Step 3: Choose the next action

   Click Start a claim on the unit's row, or open its ••• menu for the coverage actions. The header's Claims and Start a claim controls follow your permissions.

   Check the unit and its dates before choosing an action. A coverage lookup is a way to identify the purchase, not evidence that every reported issue is covered.

What happens next

Edited line terms appear in the line chips and customer documents. Once the sale becomes a Shopify order, those terms stay frozen and later changes concern individual units.

Use the panel's history to explain how a unit reached its current state. Avoid relying on today's catalog rules to describe an older sale.

If something goes wrong