Introduction

Route Warranties is a self-service warranty experience that helps shoppers report product problems and helps merchants review and resolve claims in one centralized dashboard. It is designed for situations where a customer is not saying, this should be returned, but instead, this broke. Route Returns is for returns, while Route Warranties is for warranty claims.

What Route Warranties does

With Route Warranties, shoppers can submit a claim for replacement or refund through a branded warranty portal. Merchants can then review the claim details, apply workflow rules, and complete the resolution from the Merchant Portal.

How it works for shoppers

1. The shopper opens your branded warranty portal.
2. They look up their order using an order number and ZIP code, or upload a receipt if needed.
3. They select the item, choose the issue reason, and upload a photo if required.
4. They choose a resolution such as refund, store credit, or replacement, and select the return method if applicable.
5. The claim is submitted in under five minutes, and the shopper receives an automatic email confirmation.

How it works for merchants

When a claim is submitted, it appears in the Route Merchant Portal warranty dashboard with the order information, item details, reason, photos, and any custom answers provided by the shopper. From there, you can approve the claim, deny it, request more information, or let automated rules handle the decision.

Once a claim is resolved, Route can automatically send shopper notifications and issue the selected outcome, such as a refund, replacement order, or shipping label.

What you can control in the Merchant Portal

Workflows

Use conditional logic to auto-approve, auto-flag, or auto-hold claims based on your rules. Workflow rules are applied as soon as a claim comes in, helping you handle high-volume claims more efficiently.

Emails

Customize automatic updates at every stage of the claim process, including received, image re-upload requested, ship-back instructions, delivery confirmation, and refund or replacement confirmation. You can fully control branding and wording so the experience matches your store.

Data exports

Export claim data as a CSV for reporting and accounting. Exports can include reasons, resolutions, dollar amounts, timestamps, and other claim details.

Warranty Details dashboard

The Warranty Details page gives you everything you need to review and resolve a claim in one place. It includes order and shopper information, item and reason details, photos, the proposed resolution and estimated amount, workflow rules that applied, and the full email and activity history.

From this page, you can approve, deny, flag the claim for a teammate, or reset the claim if you need to start over.

Settings and configuration options

Route Warranties includes settings for warranty policy windows, email template customization, integrations, translations, and cross-platform orders such as in-person purchases and marketplace orders. You can adjust these settings to match your policy and support model.

Getting started with Route Warranties

1. Set up your warranty policy. Define the claim window, eligible reasons, photo requirements, resolution options, return methods, and cross-platform order support.
2. Set up your emails. Customize the automated templates with your branding, tone, and claim-stage messaging.
3. Set up your workflows. Start with simple rules, such as auto-approving low-risk reasons and flagging unusual claims, then expand your logic over time.

Once your setup is complete, share the warranty portal link with shoppers and go live.

Additional information

Route Warranties is designed to help you streamline warranty intake, reduce manual review, and give shoppers a fast, branded way to submit claims. For related post-purchase tools, see Route Returns and other Route for Merchants offerings.