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 help you control warranty claim eligibility by creating rule-based workflows. You can combine multiple conditions using AND or OR logic to determine how warranty claims are handled.
Based on the conditions you configure, workflows automatically take actions during the warranty claim process. You can apply workflows to all warranty pages or only selected warranty pages, giving you greater control over warranty claim eligibility.
How does it benefit?
With Warranty workflows, you can:
Combine up to 50 conditions using AND or OR logic across Order, Customer, Product, Warranty reason, and Claim information.
Automatically control how matching items are handled during the warranty claim process.
Guide shoppers with customized messages or pop-ups when needed.
You can apply workflows to all warranty pages or only selected warranty pages.
Reduce warranty claim abuse and minimize manual review by creating targeted eligibility rules.
Step-by-step: Create a warranty workflow
Step 1: Go to Warranty Workflow
Log in to your AfterShip Admin account.
Go to Warranty > Workflows.
The Workflows list page displays all existing workflows. Order-flow and non-order-flow workflows are displayed separately, making them easier to identify and manage. From here, you can:
Filter workflows by Action type.
Filter workflows by Status (Draft/Active/Not applied).
Adjust workflow priority.
Step 2: Create a workflow
Click Create workflow.
Select one of the two workflow types based on how shoppers submit warranty claims:
Order flow (Online store warranty)– Shoppers submit a warranty claim using an existing order.
Non-order flow (Universal warranty)– Shoppers submit a warranty claim without looking up an existing order.
The selected workflow type determines which warranty pages, conditions, and actions are available during the warranty claim process.
The workflow editor opens, where you can configure workflow conditions and actions.
Step 3: Configure workflow conditions
Workflow conditions determine whether a warranty workflow applies to a claim or not.
Select at least one condition from the available condition list.
You can add up to 50 conditions to a single workflow.
Choose how you want conditions to be evaluated:
Any condition is met (OR) – workflow matches when any one condition is true.
All conditions are met (AND) – workflow matches only when every condition is true.
Warranty page condition
The Warranty page condition is a resident condition and 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.
See the list of Available Conditions below.
Step 4: Configure workflow actions
After configuring the workflow conditions, choose the action to perform when an item matches those conditions.
Warranty workflows support the following actions:
Block warranty item - matching item is greyed out with a message.
Hide item - matching entirely removed from the claim item list
Show custom popup - a popup guides the shopper at a set point in the flow
Configure the action you select.
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 to verify the configured behavior.
Available workflow conditions
Warranty workflows support 17 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 |
Number of claims | Order | Matches customers based on the number of warranty claims submitted using the customer's email address across all of their orders within a specified time period. | Is greater than, Is between | 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 |
Brand | Product | Matches products based on their brand. | Any of / None of | BigCommerce |
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 |
Warranty reason | Warranty | Matches the warranty reason selected by the shopper during the warranty claim process. | Any of, None of | All platforms |
Understand the Number of claims condition
The Number of claims condition counts warranty claims submitted by the same customer using their email address.
Claims are counted across all of the customer's orders within the time period you configure (1–365 days), not just the current order.
How workflow data is evaluated
Warranty workflows use different data sources depending on the condition.
Product conditions use product information captured when the order was created. Changes made later, such as updating the product type, tag, or brand, don't affect existing orders.
Order, Customer, Warranty, and Claim conditions use real-time data from your eCommerce platform.
Understand workflow behavior
Understanding how workflows are evaluated helps you configure conditions and actions more effectively.
Order flow vs. Non-order flow
Warranty workflows support two shopper journeys discussed below:
Order flow
In the Order flow, shoppers submit a warranty claim using an existing order.
Because the order information is available, all Order, Customer, Product, Warranty, and Claim conditions can be evaluated.
Non-order flow
In the Non-order flow, shoppers submit a warranty claim without looking up an existing order.
Since an order doesn't exist at the beginning of the claim process, some conditions are evaluated differently.
Condition type | How it's evaluated | Available condition |
Order conditions | Not evaluated because no order information is available. |
|
Customer conditions | Evaluated after the shopper enters their contact information. | Customer tag, Customer email |
Product conditions | Evaluated after the shopper selects a product. | Product type, Product value, Product tag, SKU, Vendor, Brand |
Warranty Conditions | Evaluated after the shopper selects a warranty reason. | Warranty reason, Claim submission date
Number of claims (Evaluated after the shopper provides their email address) |
Available workflow actions
Action | Description | Configuration |
Block warranty item | Prevents shoppers from submitting matching items for a warranty claim. The item remains visible but is greyed out on the item selection page. | Message to customer – An optional rich-text message (supports hyperlinks) displayed when an item is blocked. Maximum 1,024 characters. Default message: Does not comply with our warranty policy. |
Hide item | Removes matching items from the warranty claim item list.
Order flow: the item appears in neither the selectable nor the "not eligible" section.
Non-order flow: the item is not returned in the product search results. If every item is hidden, the shopper sees an empty state (No items to claim) | No additional configuration is required. |
Show custom popup | Displays a customizable popup to guide shoppers during the warranty claim process. The popup appears after the shopper selects a warranty reason and clicks Next. | Title (required, ≤256 chars) · Body rich text (optional, ≤8192 chars; supports images and YouTube video) · Primary button label (≤256) with optional redirect URL (≤2048) · Secondary button label (≤256). Primary button proceeds to the next step (or opens the URL); secondary button continues the current flow
This action isn't supported on POS.
|
How each action works
1. Block warranty item
Use this action when you want shoppers to see that an item isn't eligible for a warranty claim while preventing them from selecting it.
Matching items remain visible in the item list but appear greyed out along with the configured customer message.
2. Hide item
Use this action when you don't want shoppers to see ineligible items during the warranty claim process.
How matching items are handled depends on the workflow type:
Order flow: Matching items are removed from both the selectable items list and the Not eligible section.
Non-order flow: Matching items don't appear in the product search results.
If all items are hidden, shoppers see an empty state indicating that there are no items available to claim.
Note: The Warranty reason condition isn't available for the Hide item action because item visibility is evaluated before shoppers select a warranty reason.
3. Show custom popup
Use this action to display additional information or guide shoppers before they continue with their warranty claim.
The popup appears immediately after the shopper selects a warranty reason and clicks Next.
You can configure:
Title
Body
Primary button
Optional redirect URL
Secondary button
This action is useful for providing additional instructions, linking shoppers to helpful resources, or guiding them to an alternative resolution before they continue.
Note: Both Hide item and Show custom popup actions are supported in the non-order flow.
Workflow evaluation
1. Multiple matching workflows
If multiple workflows match the same item, each workflow is evaluated independently.
For the Block warranty item action, the item is blocked if any matching workflow applies. If multiple workflows match, shoppers see the customer message from the highest-priority matching workflow.
2. Multi-language support
Customer-facing workflow messages can be translated using the Content/Language Center.
For example, you can localize the Message to customer used by the Block warranty item action.
FAQs
Q. What's the difference between a Block warranty item and a Hide item?
Both actions prevent shoppers from submitting ineligible items for a warranty claim, but they affect the shopper experience differently.
Block warranty item keeps the item visible but greys it out and displays a message explaining why it isn't eligible.
Hide item removes the item from the warranty claim experience entirely.
Use Hide items when you don't want shoppers to see ineligible items.
Q. When does the Show custom popup appear?
The popup appears after the shopper selects a warranty reason and clicks Next during the warranty claim process.
Note: The Show custom popup action isn't supported on POS.
Q. How is the Number of claims condition calculated – per order or per customer?
The Number of claims condition counts warranty claims submitted by the same customer using their email address.
Claims are counted across all of the customer's orders within the configured time period (1–365 days), not just the current order.
Q. Why can't I use the Warranty reason condition with the Hide item action?
The Hide item action is evaluated during the item selection step, before the shopper selects a warranty reason.
Since the warranty reason isn't available yet, this condition can't be used with the Hide item action.
Q. Does a block/hide action apply to the entire order?
No. Warranty workflows affect only the items that match the configured conditions.
If every item in an order matches the workflow conditions:
Block warranty items grey out every item.
Hide item removes every item and displays an empty state indicating that there are no items available to claim.
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 help you control warranty claim eligibility using rule-based conditions.
Combine up to 50 conditions using AND or OR logic across Order, Customer, Product, Warranty, and Claim information.
Apply workflows to all warranty pages or only selected warranty pages using the resident Warranty page condition.
Configure workflows to block, hide, or guide shoppers with a custom popup when items match your configured conditions.
Product conditions use snapshot data captured when the order was created, while Order, Customer, Warranty, and Claim conditions use real-time data.
Workflow behavior varies slightly between Order flow and Non-order flow depending on when information becomes available during the warranty claim process.
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.