Handling a warranty claim fairly

A claim is a chance to keep a customer for life or to lose them. The steps matter more than the decision.

The steps

Greet kindly and ask what happened. Do not start with the rules.
Check the bill and the warranty dates in the register.
Look at the product with the customer and note the fault and its condition, with a photo.
Decide and explain. If it is covered, say what you will do and by when. If not, explain why and offer a paid repair or an alternative.
Record it in the note: date, fault, action.
Follow up when it is done.

Covered or not

Your written warranty says what is covered. Common exclusions are damage from misuse, water, power surges and repairs by others. If a case is unclear, many shops side with the customer on small items, because the goodwill is worth more than the part.

Working with the maker

If the maker handles the claim, give the customer a clear timeline and keep a copy of the job slip. Chase for them: a customer remembers who solved the problem.

Hello [name], thank you for bringing your [product]. We have noted the fault and sent it for repair. We expect it back by [date] and will message you as soon as it arrives.

Local rules

Consumer protection law may give customers rights beyond your warranty, and these differ by place. Check what applies where you sell, and ask a lawyer if you are unsure. This site does not state any rules.

Common questions

Should I keep the faulty product?

Give the customer a receipt or job slip for anything you keep, and return it or dispose of it as agreed.

What if the customer is angry?

Listen, say sorry that it happened, and move to what you can do. Calm service wins most arguments.

Keep going

The registers keep their data in your own browser and send nothing to us. Names, numbers and prices in the examples are made up. No law, tax, consumer or guest-registration rule is stated here: check local rules where they matter. Checked 14 November 2026.