A warranty request that arrives as a plain email — “my order arrived damaged, what do I do” — has no ticket number, no visible status, nothing stopping it from getting lost in a shared inbox next to marketing newsletters. For the customer that is a bad experience regardless of how quickly you resolve it, because they have no way to check status without emailing again.
What a real warranty process needs
A structured way for the customer to submit the claim — what happened, when they bought it, how to identify the order and item — rather than an unstructured email. A real ticket number they can reference. A visible status that changes as the claim moves through review. A lifecycle that reflects reality: open, in review, awaiting customer, resolved. And an audit trail.
What runs today in Vedron
Vedron’s warranty module gives customers a dedicated submission flow, capturing order number, serial number, purchase date and a structured description. Each ticket gets a reference number scoped to your shop and country, and moves through a clear lifecycle — open, in review, awaiting customer (triggered automatically when staff reply asking for more information), resolved. Replies and status changes are logged, and a signed PDF record is generated at close.
Direct about current scope: order number and serial number are captured as provided, not automatically validated against your order records today. Accuracy depends on the customer entering them correctly — worth knowing if strict validation against existing orders is something your process specifically needs. On the roadmap.
Common questions
Does this replace email entirely? The ticket is the structured record and reference point. Staff replies trigger status changes like “awaiting customer”, so the ticket stays the source of truth even if some back-and-forth happens over email.
Can ticket numbers be per-country? Yes. Ticket numbering is scoped by shop and country, so a warranty ticket from Austria and one from Germany get their own correctly-scoped reference numbers.
Is there a limit on how many submissions can come in? Submission is rate-limited to prevent abuse of the public form, while still allowing real customers to submit without friction.
Talk to us about your setup
Book a short call. Beta clients get two months of custom setup on us.