Issue Store Credit for Warranty Claims
Plans: Enterprise Platforms: Shopify, WooCommerce, BigCommerce
Merchants can now easily issue store credit directly through the AfterShip Warranty dashboard for warranty claims. The feature allows you to offer gift cards for warranty claims resolutions where the item can neither be replaced nor repaired and need to be returned with a single click, saving you time and improving your workflow.
Merchants no longer need to log into Shopify or other platforms to issue store credit. This seamless process is handled directly in AfterShip Returns Warranty portal.
In this article, we will discuss:
How to issue store credit for warranty claims
Integration with Rise.ai (Optional)
Support with different platforms
FAQs
Go to Warranty in your AfterShip Returns dashboard.
Move to the Claims dashboard and select a claims that is still Under review status.
On the Claim detail page, if the claim seems valid after verification, Approve the claim request.
Once the claim is approved, click Process claim to give customer the appropriate resolution.
If the customer is eligible for a gift card, choose Issue store credit as the resolution option. Before proceeding with issuing store credit, ensure the following conditions are met:
Your store must be connected to AfterShip (e.g., Shopify, WooCommerce, or BigCommerce).
The item being returned must be imported from your eCommerce platform.
The available refund amount must be greater than 0 on the original order.
A. If the refundable amount is 0, you will see the following warning message.
The refundable amount on a warranty claim is 0 under the following conditions:
A refund has already been issued for the warranty product.
The warranty product is imported via CSV.
The organization is not connected to an eCommerce platform that supports the Issue gift card workflow.
In these scenarios, the Issue gift card workflow is not applicable, and no store credit will be issued on the warranty claim. Merchants must process the store credit on the eCommerce platform before proceeding with the warranty claim.
B. If the refundable amount is greater than 0, the system will show an option to create a gift card.
A checkbox will appear to create a gift card.
You can modify the customer's name and email address if needed.
The breakdown of the value of the gift card to be issued will be displayed based on the following criteria.
- With order number flow: Displays the actual payment value (excluding shipping costs).
- Without order number flow: Displays the current price of the item.
The Gift card amount will be automatically populated with the same value as the summary.
- With order number flow: The maximum gift card amount is the total order value (excluding shipping).
- Without order number flow: The maximum gift card amount is set to 1.2 times the item price, to prevent issuing a larger amount by mistake.
Once you confirm, the system will show the value and code of the issued gift card.
Please reach out to your Customer Success Manager or AfterShip Returns' Support team to get required assistance in setting it up.
Merchants using Rise.ai for store credit can also issue store credit for warranty claims through AfterShip.
The Rise.ai integration is available for merchants using the With order number flow (where order number is required to request claim) warranty claims only.
To use this feature, you must enable Rise.ai as your store credit refund method in AfterShip Returns.
For detailed setup instructions, refer to the guide on integrating Rise.ai with AfterShip Returns: Rise.ai Integration.
No, store credit can only be issued when processing a warranty claim through the AfterShip Warranty dashboard.
For With order number flow claims, the system will calculate the gift card value based on the total value of the original order.
For Without order number flow claims, the system will calculate the maximum value as 1.2 times the item price to avoid over-issue.
Yes, if you have integrated Rise.ai as your store credit method in AfterShip Returns, you can issue store credit for warranty resolutions. This is only available for With order number flow claims.
How to Process Warranty Claim Requests
Overview
Merchants can now easily issue store credit directly through the AfterShip Warranty dashboard for warranty claims. The feature allows you to offer gift cards for warranty claims resolutions where the item can neither be replaced nor repaired and need to be returned with a single click, saving you time and improving your workflow.
Merchants no longer need to log into Shopify or other platforms to issue store credit. This seamless process is handled directly in AfterShip Returns Warranty portal.
What you'll learn
In this article, we will discuss:
How to issue store credit for warranty claims
Integration with Rise.ai (Optional)
Support with different platforms
FAQs
How to issue store credit for warranty claims
Go to Warranty in your AfterShip Returns dashboard.
Move to the Claims dashboard and select a claims that is still Under review status.
On the Claim detail page, if the claim seems valid after verification, Approve the claim request.
Once the claim is approved, click Process claim to give customer the appropriate resolution.
If the customer is eligible for a gift card, choose Issue store credit as the resolution option. Before proceeding with issuing store credit, ensure the following conditions are met:
Your store must be connected to AfterShip (e.g., Shopify, WooCommerce, or BigCommerce).
The item being returned must be imported from your eCommerce platform.
The available refund amount must be greater than 0 on the original order.
A. If the refundable amount is 0, you will see the following warning message.
Please ensure you issue the store credit to the customer on their original purchase platform before proceeding.Under what conditions is the refundable amount on a warranty claim 0?
The refundable amount on a warranty claim is 0 under the following conditions:
A refund has already been issued for the warranty product.
The warranty product is imported via CSV.
The organization is not connected to an eCommerce platform that supports the Issue gift card workflow.
In these scenarios, the Issue gift card workflow is not applicable, and no store credit will be issued on the warranty claim. Merchants must process the store credit on the eCommerce platform before proceeding with the warranty claim.
B. If the refundable amount is greater than 0, the system will show an option to create a gift card.
A checkbox will appear to create a gift card.
You can modify the customer's name and email address if needed.
The breakdown of the value of the gift card to be issued will be displayed based on the following criteria.
- With order number flow: Displays the actual payment value (excluding shipping costs).
- Without order number flow: Displays the current price of the item.
The Gift card amount will be automatically populated with the same value as the summary.
- With order number flow: The maximum gift card amount is the total order value (excluding shipping).
- Without order number flow: The maximum gift card amount is set to 1.2 times the item price, to prevent issuing a larger amount by mistake.
Once you confirm, the system will show the value and code of the issued gift card.
Integration with Rise.ai (Optional)
Please reach out to your Customer Success Manager or AfterShip Returns' Support team to get required assistance in setting it up.
Merchants using Rise.ai for store credit can also issue store credit for warranty claims through AfterShip.
The Rise.ai integration is available for merchants using the With order number flow (where order number is required to request claim) warranty claims only.
To use this feature, you must enable Rise.ai as your store credit refund method in AfterShip Returns.
For detailed setup instructions, refer to the guide on integrating Rise.ai with AfterShip Returns: Rise.ai Integration.
How does “Issue store credit” resolution work with different eCommerce platforms?
| Platform | Issue store credit method | Timeline (Activity log) | Customer notification | Note |
|---|---|---|---|---|
| Shopify | Create a Shopify Gift Card | A $xx Shopify gift card was issued. | Via email notification from Shopify. | |
| WooCommerce | Create a WooCommerce Smart Coupon | A $xx WooCommerce smart coupon was issued. | Via email notification from WooCommerce. | WooCommerce Gift Cards is a paid app. AfterShip uses the Smart Coupon API to issue store credit, which is available globally in WooCommerce. |
| BigCommerce | Create a BigCommerce Gift Certificate | A $xx BigCommerce gift certificate was issued. | Manually sent by merchant. | Gift certificates created through the API do not trigger an email notification to the recipient. |
| Rise.ai | Issue Store Credit via Rise.ai | Rise.ai store credit trigger initiated. | Via email notification from Rise.ai. | The Rise.ai integration must be installed, and the merchant must complete the setup in AfterShip Returns before proceeding. The final issued amount is determined by the workflow configured in the Rise.ai platform. AfterShip will then send the store credit amount to Rise.ai via a custom trigger. |
FAQs
1. Can I issue store credit without processing a warranty claim?
No, store credit can only be issued when processing a warranty claim through the AfterShip Warranty dashboard.
2. How does the system calculate the store credit amount?
For With order number flow claims, the system will calculate the gift card value based on the total value of the original order.
For Without order number flow claims, the system will calculate the maximum value as 1.2 times the item price to avoid over-issue.
3. Can I issue store credit through Rise.ai?
Yes, if you have integrated Rise.ai as your store credit method in AfterShip Returns, you can issue store credit for warranty resolutions. This is only available for With order number flow claims.
Additional resources
How to Process Warranty Claim Requests
Updated on: 20/12/2024
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