Allowing Customers to Select Between Returns and Warranties

Overview

Some brands want to give customers the ability to decide whether to file a return or a warranty claim during the overlap period where both policies are valid. This is especially useful when a product is defective but still within the return window, so customers can choose to resolve it through warranty instead of return.

This article explains how this automation works, when it applies, and how to configure it.

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What You Can Expect

With this feature, you can:

• Give customers a choice between starting a return or a warranty claim in your portal.
• Clarify policy differences with customizable explanatory text.
• Ensure customers take the right claim path based on product issues like defects.
• Use conditions (such as order details, product tags, or customer type) to control when the option appears.
• Improve reporting accuracy by separating warranty claims from returns when appropriate.

This automation adds flexibility to your claims process, improves customer experience, and reduces support overhead from misfiled claims.

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Features and Functionality

When It Applies

• The rule only works if you are using both returns and warranties in Corso.
• It applies to claims submitted within your return window.
• Example: Return policy = 30 days; Warranty policy = 365 days.
  • For claims filed within the first 30 days, customers can choose return or warranty.
  • After 30 days, all claims default to warranty.

Customer Experience

When starting a claim in the portal:

1. The customer clicks Start a Return or Warranty.
2. They are presented with a screen offering both options.
3. Custom text explains why they might choose one option over the other.
4. The customer proceeds down the selected path.

Creating the Rule

In the Automations engine, create the rule called Elect Return or Warranty.

1. Name the rule clearly (e.g., Return or Warranty Choice).
2. (Optional) Add conditions:
   • Order details (purchase dates, order tags)
   • Product details (categories, SKUs, tags)
   • Customer details (VIP, loyalty program, etc.)
   • Registration details
   • If no conditions are set, the rule applies globally.
3. Customize the detail text to explain return vs. warranty to your customers.
4. Save and enable the rule.

Example: Defective Products

• Scenario: A product is defective within 30 days.
• Customer Choice: Instead of processing a return, the customer can file a warranty claim.
• Benefit: Cleaner reporting and better tracking of defects versus returns.

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Implementation Steps

1. Go to Settings > Automations in your Corso Admin.
2. Create the Select Return or Warranty rule.
3. Add optional conditions if needed.
4. Enter your explanatory detail text.
5. Save and enable the rule.

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FAQs

Q: What if I only use returns or only warranties?
This feature only applies if you are using both.

Q: Can I restrict the choice to certain products?
Yes. Add product-based conditions to the rule (e.g., only defective-prone categories).

Q: What happens after the return window expires?
The claim will automatically default to a warranty if a warranty policy is active.

Q: Can I customize the text customers see?
Yes. The detail text is fully customizable to explain why a customer might choose return vs. warranty.