WhatsApp Warranty Registration and Claims in Your CRM
Warranty registration and claims on WhatsApp let customers register a product after they buy it, and report a fault while it is covered, in the same chat. AeroChat checks the purchase against your Shopify orders or your records, saves the registration in HubSpot, Airtable or Zoho CRM, checks the warranty period when a claim comes in, and passes valid claims to your service team.
What happens today
Customers are asked to fill in a registration card or a web form, and most never do. When something breaks, they message on WhatsApp with a photo and no receipt.
Someone then searches emails and order records to find the purchase date, works out whether the product is still covered, and types the claim into a spreadsheet.
How it runs on WhatsApp
- A customer messages to register a product or report a fault.
- To register, AeroChat asks for the model, serial number and purchase date, and reads the order in Shopify, or asks for the receipt number if they bought elsewhere.
- It writes the registration to Airtable, HubSpot or Zoho CRM, with the warranty end date, and confirms it to the customer.
- For a claim, it finds the registration by phone number, or by serial number or email when the number is not available, and checks the warranty end date.
- If the product is covered, it collects the fault description and photos, creates the claim record and gives the customer a claim number.
- It hands the claim to your service team to arrange repair or replacement. Out-of-warranty claims get a quote request handed to the same team.
The recipe
Copy this into AeroChat
When a customer wants to register a product or make a warranty claim on WhatsApp, follow these steps.
- To register: ask for the model, serial number and purchase date. If they bought from our store, look up their order in Shopify by email or order number to confirm the purchase.
- Add a record to the Registrations table in Airtable (example) with their name, phone, email, model, serial number, purchase date and a warranty end date 24 months later (example). Confirm it to them.
- To claim: find their registration by phone number. If there is no phone number, search by serial number or email.
- If today is before the warranty end date, ask what the fault is and when it started, and ask for a photo. Create a record in the Claims table with status New (example) and send them the claim number.
- Hand every claim to the service team with the claim number and a summary.
- If the warranty has ended, tell them, and offer to pass their details to the service team for a repair quote.
Do not promise a repair, replacement or refund. The service team decides. Reply in the customer’s language.
Use your own table names, statuses and warranty length. In HubSpot or Zoho CRM the registration can be a custom object or a deal.
Connect the systems behind it
- Airtable: holds registrations and claims as tables AeroChat reads and writes.
- HubSpot: keeps registrations and claims on the contact, with a ticket for each claim.
- Zoho CRM: stores the registration on the customer record and logs claims against it.
Shopify is built in, so AeroChat can confirm the purchase from the order. Google Sheets works as a simple registration log by signing in with a Google account.
Using a different system? If it has a public API, it connects to AeroChat the same way: describe what you want, paste in its key, and it runs.
Can’t find your tool? Message us in the chat on this page and we’ll tell you how it connects.
What it costs on WhatsApp
Registrations and claims start with the customer’s message, which is free. AeroChat’s replies inside the 24-hour customer service window are service messages, free up to 1,000 a month per business phone number and then charged per message. An update sent later, for example when the repair is booked, needs an approved utility template, charged per message. Rates vary by country and are set in Meta’s rate cards. AeroChat passes Meta’s WhatsApp fees through at cost.
Also on Instagram, Messenger, TikTok and web chat
Customers who reach you on Instagram, Messenger or your website can register and claim the same way, against the same records. The same workflow runs on Instagram, Facebook Messenger, TikTok (direct messages and TikTok Shop buyer chat), Telegram, the chat on your website and email, with the same connections behind it. You describe it once and switch on the channels you use.
Who uses it
Brands and service companies that sell equipment with a warranty use it, such as aircon and home services. See their warranty and repeat issues workflow.
Questions
Can customers register a warranty on WhatsApp?
Yes. AeroChat asks for the model, serial number and purchase date, confirms the purchase where it can, and saves the registration to your records.
How does AeroChat know if a product is still under warranty?
It reads the warranty end date from the registration it saved, or works it out from the purchase date and the warranty length you set in the recipe.
What does it cost to update a customer on their claim?
Replies within 24 hours of the customer’s last message are free up to 1,000 a month per business number, then charged per message. Updates after that need an approved template, charged per message. Rates vary by country.
Which plan do I need?
Workflows via Skills are on every plan, Free included. Starter gives 500 AI responses and 3 seats. Growth gives 2,000 AI responses and 10 seats, and adds payment links and broadcasts. Advanced gives 5,000 AI responses and 25 seats.
Take warranty registrations where your customers already message
Connect your records, set your warranty length in the recipe, and register a test product from your own phone.
Start your 7-day free trial. No credit card needed.
On Shopify? Install AeroChat from the Shopify App Store.
Related: complaint handling and returns and refunds.