Warranty

Claims and photos

A shopper starts a claim from the Eturns warranty entry block or the after-sales hub on your store. They choose the order and item, describe the fault and add photos.

Eturns checks the photos before it decides — higher-value claims wait for that check to finish, so nothing is approved on a blurry picture. Then it decides within your policies, or prepares the claim for you.

When a claim is approved with a replacement, Eturns creates the warranty order in Shopify and it appears in your Orders list. Who pays for it, and how fast it ships, follow Who pays for warranty and Outbound speed (warranty) in Policies → How returns run.

The defective unit

What happens to the faulty item after a replacement depends on your plan. On some plans the customer keeps it; on others Eturns opens a Shopify return so it comes back to you.

This is in beta: it is built and tested, and not yet run end to end on a live store. As with any return, the label comes from Shopify Shipping or your shipping app, or one you attach yourself — see Return labels.

When one product keeps failing

When several customers report the same problem with one product, Eturns raises it on Today under Needs your eye and pauses recovery offers for that product, so you are not selling more of it while you look into it.

Where claims wait

Claims that need you are in Decisions with the Warranty filter. The settings live here:

• Decisions (Warranty) · Policies → Who decides