Warranty Program Setup Cookbook

Overview

Corso warranty experience is fully customizable, allowing brands to ask product-specific questions, collect targeted information, and require media uploads tailored to the exact products and claim types involved.

This guide walks through how to build a sophisticated warranty program from end to end, covering reason groups, product groups, custom fields, and reporting.

What You Can Expect

By configuring your warranty program with these tools, you can:

• Ask product-specific questions during the warranty claim flow based on product group or individual SKU.
• Differentiate questions by claim type so warranty claims and return claims for the same product ask entirely different questions.
• Collect structured additional information using custom fields, including text, number, date, single-select, and multi-select formats.
• Require media uploads at the product or SKU level so customers provide the exact documentation you need.
• Export custom warranty reports with all claim data and custom field responses for manufacturer review or internal analysis.

How the Warranty Claim Flow Works

When a customer submits a warranty claim, Corso walks them through a structured set of questions:

• Reason selection: The customer selects from a set of reasons specific to their product group (for example, structural build defect, finish or surface issue).
• Reason detail selection: Based on the reason chosen, a subset of reason details appears (for example, base detached, weld joint cracks, blemishes).
• Custom field questions: Additional questions specific to the product or SKU are presented (for example, “Is the issue with the lid or the seal?”, “Has it been exposed to extreme temperatures?”).
• Media uploads: If configured, customers are prompted to upload one or more photos before submitting.

All of this information is captured on the claim and visible to your team in the Corso admin.

Setting Up Your Warranty Program

Step 1: Create Product Groups

Product groups define which products receive which set of warranty reasons and questions.

1. Navigate to Settings -> Product Groups.
2. Create a new group and title it (for example, Hardware, Apparel).
3. Assign products to the group using product tags, types, or collections.
4. Save the group.

Any product that falls within a product group is served the reason group and custom questions you associate with it.

Step 2: Create Reason Groups

Reason groups define the warranty reasons and sub-reasons (reason details) presented to customers based on their product group.

1. Navigate to Settings -> Reasons.
2. Review the default warranty and return groups that cannot be removed. These serve as fallbacks.
3. Create a new reason group (for example, Hardware Warranties, Apparel Warranties).
4. Add top-level reasons (for example, Structural Build Defect, Finish or Surface Issue).
5. Under each reason, add relevant reason details (for example, Base Detached, Weld Joint Cracks, Blemishes).
6. Assign the reason group to your product group so it applies to the correct products.

Note: Reason groups are claim-type specific. A product can have one set of reasons for warranty claims and a completely different set for return claims.

Step 3: Create Custom Fields

Custom fields allow you to ask additional structured questions beyond standard reason and reason detail selections.

1. Navigate to Settings -> Custom Fields.
2. Create a new custom field and add your question text and an optional description.
3. Choose a value type:
   • Text: Open-ended response
   • Number: Numeric input
   • Date: Date picker
   • Select: Single choice from a list
   • Multi-select: Multiple choices from a list
4. Add selectable values if using Select or Multi-select.
5. Save the field.

Create as many custom fields as needed. Fields are not active on their own and are activated through an automation rule.

Step 4: Configure Collect Additional Information Automations

The Collect Additional Information automation determines when and for which products your custom fields are presented to customers.

1. Navigate to Settings -> Automations -> Collect Additional Information.
2. Create a new rule and title it (for example, Canister - Custom Questions).
3. Add a condition to target the right products:
   • Use Product Group to apply questions to an entire group.
   • Use Product SKU to apply questions to a specific product.
4. Select the custom fields you want to ask for this condition set.
5. If you want to require a media upload, add a media upload field and configure the number of required images and upload prompt.
6. Save and enable the rule.

Repeat this process to create separate rules for each product or product group that requires unique questions.

Processing Warranty Claims in the Admin

Once a warranty claim is submitted, your team can review and process it in the Corso admin.

1. Navigate to Claims and open the warranty claim.
2. Review all submitted information, including reason, reason detail, custom field responses, and uploaded images.
3. Set the resolution for each line item individually:
   • Gift Card
   • Refund
   • Exchange
   • Replacement Order: Replace with the exact same product, or substitute a different product or multiple products if the original is out of stock.
4. If a return shipment is required before finalizing, create the shipment label directly from the claim.
5. Finalize the claim. Any replacement or exchange orders are automatically created and can be reviewed and adjusted directly in your store.

Exporting Warranty Reports

Corso reporting tools allow you to export all warranty claim data, including custom field responses, for manufacturer review, internal analysis, or product improvement decisions.

1. Navigate to Reports -> Warranties.
2. Set your desired date range (for example, last 30 days).
3. Click Export and title your report.
4. Select the claim fields you want included in the export.
5. Include any custom fields you want to capture in the report.
6. Optionally filter by specific products.
7. Submit the export. The report is emailed to your account email address.

The exported report can be filtered and analyzed in a spreadsheet, shared with manufacturers, or used to identify product trends and warranty patterns over time.

FAQs

Q: Can I have different warranty questions for different products?

Yes. By creating separate product groups and associating unique reason groups and Collect Additional Information automations to each, every product or product category can have a completely custom set of questions.

Q: Can warranty and return claims for the same product ask different questions?

Yes. Reason groups are claim-type specific, so the same product can present entirely different reasons and details depending on whether the customer is filing a return or a warranty claim.

Q: Can I require customers to upload photos?

Yes. Media upload requirements are configured within the Collect Additional Information automation at the product group or SKU level. You can specify the number of required images and customize the upload prompt.

Q: Can I replace a warranted item with a different product?

Yes. When processing a warranty claim as a replacement, you can substitute any product from your catalog, including multiple products, if the original item is out of stock or a better resolution is available.

Q: How do I share warranty data with my manufacturer?

Use the warranty report export feature. Select relevant claim fields and custom fields, filter by product if needed, and export. The report is emailed to you and can be shared directly with your manufacturer or internal team.