What should a warranty claim response include?

Whether the item is covered, what you need to assess it, and when the customer will hear back. Ask for everything at once so they do not have to write in three times.

Can Aide collect warranty details before handing off?

Yes. Set the details your team needs as required fields, and Aide asks for whatever is missing, one question at a time, before it hands the conversation over.

Is a warranty claim the same as a return?

No. A return is usually for any reason within a short window. A warranty covers faults over a longer period, and the remedy is a repair or replacement more often than a refund.

Can Aide look at a photo of the fault?

Yes, for photos sent in Aide chat and email, and in Gorgias drafts. Aide says only what the photo shows, without guessing why the fault happened.

Warranty claim response template

Take the claim, gather the facts once.

Confirm what the warranty covers, collect the fault, a photo and the date in one pass, and give a decision date.Updated November 3, 2026 · By Ziyad Basheer

Use this template free See the template

Short answer

A warranty claim is a request to repair, replace or refund a product that developed a fault within its warranty period. Confirm the cover, collect the fault description, a photo or video and when it started, then say when your team will decide.

The templates

Fills in from Shopify, with a fallbackYours to fill in

EmailClaim received

Subject: Your warranty claim for order.name

Hi customer.first_name, Sorry to hear the item has stopped working. It is covered by our 1-year warranty from the purchase date, so we will look at it for you. To assess the claim, please reply with: 1. What is happening, and when it started. 2. A photo or short video showing the fault. 3. Your order number, if this email is not the one you ordered with. Once we have these, expect a decision from our team within 2 business days: a repair, a replacement or a refund.

ChatShort reply

Sorry it has stopped working. The item has a 1-year warranty, so we can look at it. Could you share a photo or short clip of the fault, and tell me when it started? Our team will then decide within 2 business days.

Internal noteBefore you reply

Warranty claim on order.name. Purchase date: date, inside cover: yes / no. Fault: description. Evidence: photo / video. Decide: repair, replacement, refund or decline with the reason.

When to use

The customer wants to make a warranty claim for a product that developed a fault. Not when the item arrived broken.Aide picks a procedure from its When to use. Paste this into your procedure, then edit it for your store.

Only if

They report a faultYour warranty claim topic is detected, for example “Mine broke after a month”.

Tied to a purchaseOrder exists is true. The purchase date shows whether the cover still applies.

Example conversation

Customer

The kettle I bought with #1045 in March stopped heating. Is it still under warranty?

Aide

Sorry to hear it has stopped working. Our kettles carry a 1-year warranty from purchase, so yours is covered while we check it. Could you send a short video or photo of it switched on, and tell me roughly when the problem started?

Customer

Sure, sending a video now. It started last week.

Aide

Thank you. I have passed the video and details to our team, who will reply within 2 business days with the next step.

✓Claim and video sent to your team · Order #1045

Frequently asked questions

: Whether the item is covered, what you need to assess it, and when the customer will hear back. Ask for everything at once so they do not have to write in three times.
: Yes. Set the details your team needs as required fields, and Aide asks for whatever is missing, one question at a time, before it hands the conversation over.
: No. A return is usually for any reason within a short window. A warranty covers faults over a longer period, and the remedy is a repair or replacement more often than a refund.
: Yes, for photos sent in Aide chat and email, and in Gorgias drafts. Aide says only what the photo shows, without guessing why the fault happened.

Defective productIt worked at first, then failed.Email · Chat · Internal note Missing parts or accessoriesA part, cable or piece is not in the box.Email · Chat · Internal note Damaged itemThe order arrived broken or unusable.Email · Chat · Internal note Return outside the windowThe return window has closed.Email · Chat · Internal note

Send this with the order filled in

Aide fills in the Shopify order and tracking, then drafts or sends the reply, as you choose.

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