Warranty
Route coverage questions. A claim is not a pre-approval.
Configurable workflow example
Sample customer question
“The zipper on my pack failed after six weeks. Is it covered?”
Information required
- Purchase date and product identifier
- Issue description
- Merchant warranty terms for that product
Rules checked
- Product is within the stated coverage period
- Issue type is in the covered list
- Proof of purchase is available from the connected order
Permitted action
Explain coverage from the merchant's terms and create or route a claim.
Success state
A claim record is created or routed. Approval is not guaranteed.
Escalation
Escalate missing proof of purchase, excluded damage types, or claims that require inspection.
Sample activity
- Operation
- Warranty
- Rule checked
- 12-month manufacturing-defect coverage (sample terms)
- Action taken
- Opened claim CLAIM-77 and routed to review
- Result
- Claim submitted for review. Outcome not decided.