Plans: Premium, Enterprise Platforms: All platforms
Note
Some workflow conditions are available only for specific eCommerce platforms. Refer to the Available conditions table later in this article for platform-specific support.
Overview
Warranty workflows let you control which items are eligible for a warranty claim by creating rule-based workflows. You can combine multiple conditions using AND or OR logic to determine whether an item can be submitted for a warranty claim.
When an item matches the conditions in a workflow, it can be automatically blocked from being submitted. You can also display a custom message to explain why the item isn't eligible.
Warranty workflows also allow you to apply rules to all warranty pages or only to selected warranty pages, giving you greater control over how warranty claims are processed.
How does it benefit?
With Warranty workflows, you can:
Combine up to 50 conditions using AND or OR logic across Order, Customer, Product, and Claim information.
Automatically block ineligible warranty items during the item selection step.
Display a custom message to explain why an item is blocked.
Apply workflows to all warranty pages or only selected warranty pages.
Help reduce warranty claim abuse and minimize manual review.
Step-by-step: Create a warranty workflow
Step 1: Go to Warranty Workflows
Log in to your AfterShip Admin.
Go to Warranty > Workflows.
The Workflows list page displays all existing workflows. From here, you can:
Filter workflows by Action type.
Filter workflows by Status (Draft or Active).
Adjust workflow priority.
Step 2: Create a workflow
Click Create workflow.
The workflow editor opens, where you can configure workflow conditions and actions.
Step 3: Configure workflow conditions
Choose the conditions that determine whether an item is eligible for a warranty claim.
Select at least one condition from the available condition list.
You can add up to 50 conditions to a single workflow.
Select how the conditions should be evaluated:
Any condition is met (OR) — the workflow matches when any one condition is true.
All conditions are met (AND) — the workflow matches only when every condition is true.
Warranty page condition
The Warranty page condition is a resident condition. It is always combined with all other conditions using AND logic.
The system will select all warranty pages by default when creating a workflow from a draft. If the user did not unselect the warranty page, the workflow applies to all warranty pages.
The user can unselect warranty pages, and the workflow applies only to those selected pages.
Step 4: Choose a workflow action
Select the action Block warranty item (the only available action in this release).
After selecting the action, configure the Message to customer.
This message is displayed to shoppers when an item is blocked from being submitted for a warranty claim.
See the Available action below.
Step 5: Save, enable, and test the workflow
After configuring the workflow:
Click Save to save the workflow as a Draft, or
Click Enable to activate the workflow immediately.
After enabling the workflow, test it on your warranty page.
Look up an order.
Verify that items matching the workflow conditions appear greyed out.
Confirm that the configured customer message is displayed for blocked items.
Available workflow conditions
Warranty workflows support 14 combinable conditions that you can freely combine using AND or OR logic, along with the resident Warranty page condition.
Condition | Category | Description | Supported operators | Supported platforms |
Countries/Regions | Order | The country/region of the order's shipping address | Any of / None of | All platforms |
Order tag | Order | Tags on the order | Any of / None of | Shopify, Magento 2 |
Order value | Order | Total value of the order | Is equal to / Is not equal to / Is greater than / Is greater than or equal to / Is less than / Is less than or equal to / Is between | All platforms |
Order date | Order | Order creation date | On / Not on | All platforms |
Delivery date | Order | Order delivery date (requires AfterShip Tracking) | On / Not on | All platforms |
Fulfillment date | Order | Order fulfillment date | On / Not on | All platforms |
Customer tag | Customer | Tags on the customer | Any of / None of | Shopify |
Customer email | Customer | The customer's email address | Any of | All platforms |
Product type | Product | The product type | Any of / None of | Shopify, Magento 1, Magento 2, BigCommerce |
Product value | Product | The price/value of the product | Is equal to / Is not equal to / Is greater than / Is greater than or equal to / Is less than / Is less than or equal to / Is between | All platforms |
Product tag | Product | Tags on the product | Any of / None of | Shopify, Magento 1, WooCommerce |
SKU | Product | The product SKU | Any of / None of | All platforms |
Vendor | Product | The product vendor | Any of / None of | Shopify |
Claim submission date | Claim | When the shopper submits the claim, measured in days from the warranty window start | Is within / Is after / Is between (number of days) | All platforms |
Warranty page (resident) | Claim | Which warranty page(s) the workflow applies to. Always combined with other conditions using AND | Select warranty page(s) | All platforms |
Data source (Snapshot vs Real-time)
Product conditions use a snapshot of the product data captured when the order was created. Changes made later, such as updating the product tag or product type, won't affect existing orders.
Order, Customer, and Claim conditions use real-time data from your eCommerce platform.
How do workflows behave in different claim flows?
Shoppers can submit warranty claims using either the Order flow or the Non-order flow. The available information differs between these flows, which affects how workflow conditions are evaluated.
Order flow
In the Order flow, shoppers look up an existing order using information such as their order number or email address.
Because the order exists, complete Order, Customer, and Product information is available. As a result, all workflow conditions can be evaluated.
Items that match the workflow conditions appear greyed out on the item selection page and can't be submitted for a warranty claim.
Non-order flow
In the Non-order flow, shoppers start a warranty claim without looking up an existing order.
Since there is no associated order record, some condition data isn't available. They are:
1. Order conditions (Countries/Regions, Order tag, Order value, Order date, Delivery date, Fulfillment date)
Because the order data doesn't exist, these conditions are treated as not matched and never block a warranty claim in the non-order flow.
2. Customer conditions (Customer tag, Customer email)
These conditions are evaluated during the Contact information step. If a condition matches, the shopper can't continue beyond that step.
3. Product conditions (Product type, Product value, Product tag, SKU, Vendor)
These conditions are evaluated during the Item selection step. If a condition matches, the shopper can't submit that item for a warranty claim.
In the Non-order flow, because no order exists, Product conditions use real-time product data instead of snapshot data.
Available workflow action
Currently, Warranty workflows support one workflow action.
Action | Description | Configuration |
Block warranty item | Items that match the workflow conditions are greyed out on the shopper's item selection page and can't be submitted for a warranty claim. | Message to customer is a rich-text message (supports hyperlinks) shown to the shopper for the blocked item. Optional, up to 1024 characters. Default: Not comply with our warranty policy |
How the Block warranty item action works
When multiple workflows match the same item:
Each matching workflow is evaluated independently.
The item is blocked if any matching workflow applies (OR logic).
If multiple workflows match, the shopper sees the message from the highest-priority matching workflow.
Multi-language support
The Message to customer can be localized in the Content/Language Center.
It appears under:
Block warranty item
Custom workflow section in the sidebar
Non-eligible reason
FAQs
Q. What happens when multiple workflows match the same item?
The item is blocked as long as at least one workflow matches (OR logic).
If multiple workflows match the same item, the shopper sees the Message to customer from the highest-priority matching workflow.
Q. How do Warranty workflows interact with the warranty window (warranty period)?
Warranty workflows and the warranty window are evaluated at the same time when a shopper looks up their order.
The warranty window determines whether an item is still within its warranty period, while the workflow determines whether the item should be blocked based on the configured conditions.
Both results are reflected on the item selection page.
Q. What happens if I disable or delete a workflow?
Changes take effect immediately.
Newly submitted warranty claims are no longer affected by the disabled or deleted workflow.
Warranty claims that were already submitted aren't affected.
Q. What happens if a warranty page referenced by a workflow is deleted?
If a warranty page referenced by a workflow is deleted, the reference is automatically removed from the workflow.
If no warranty pages remain selected after the reference is removed, the workflow status changes from Active to Invalid. Review the workflow conditions before enabling it again.
Q. Does the block apply to the entire order?
No. Only the items that match the workflow conditions are blocked and appear greyed out.
If every item in the order matches the workflow conditions, all items in the order appear greyed out.
Q. Which workflow conditions use real-time data and which use snapshot data?
Product conditions use the data captured when the order was created (snapshot data).
Order, Customer, and Claim conditions use real-time data from your eCommerce platform.
Q. Do all workflow conditions work when shoppers submit a claim without looking up an order (non-order flow)?
No. Order-based conditions rely on an existing order, so they don't match during the non-order flow. These include:
Countries/Regions
Order tag
Order value
Order date
Delivery date
Fulfillment date
Customer and Product conditions continue to work in the non-order flow:
Customer conditions are evaluated during the Contact information step.
Product conditions are evaluated during the Item selection step.
Key takeaways
Warranty workflows let you control warranty claim eligibility by creating rule-based conditions.
You can combine up to 50 conditions using AND or OR logic across Order, Customer, Product, and Claim categories.
Workflows can apply to all warranty pages or only to selected warranty pages using the resident Warranty page condition.
The Block warranty item action prevents matching items from being submitted for a warranty claim and displays a configurable message to shoppers.
Product conditions use snapshot data captured when the order was created, while Order, Customer, and Claim conditions use real-time data from your eCommerce platform.
In the Order flow, all workflow conditions can be evaluated. In the Non-order flow, only applicable Customer and Product conditions are evaluated because Order data isn't available.
When multiple workflows match the same item, the item is blocked if any workflow matches, and the shopper sees the message from the highest-priority matching workflow.
Disabling or deleting a workflow affects only newly submitted warranty claims. Existing claims remain unchanged.