Automate Warranty Claims in Chat
Take the whole warranty claim in one conversation: order, proof, decision. AeroChat finds the customer’s order in your store, checks the purchase date against your warranty period, collects photos, a description and the serial number, and applies your warranty rules. Clear cases get a replacement order or a repair booking. Anything else goes to your team as a complete claim. It runs on WhatsApp, Instagram, Messenger, web chat, email and every other channel.
Warranty claims stall when the first message has no order number, no photo and no serial. This workflow collects all of it in the chat and acts on the claims your rules already cover.
What customers ask
- “My blender stopped working after 4 months.”
- “Is this still under warranty?”
- “The strap broke. Can I get a replacement?”
- “What do you need from me for a warranty claim?”
- “What’s happening with my claim?”
What AeroChat does, step by step
- Finds the order by order number, email or phone, and verifies the customer.
- Checks the purchase or delivery date against the warranty period for that product.
- Asks what went wrong, and collects photos or a short video and the serial number if your products have one.
- Checks the fault against your warranty rules, for example “motor failure covered, drop damage not covered”.
- For a covered fault on a product you replace, creates the replacement order in your store at no charge, tagged as a warranty replacement, and confirms.
- Logs every other claim as a ticket in your help desk with the order, photos and serial attached, and tells the customer what happens next.
- Answers “what’s happening with my claim?” from the ticket or the replacement order.
The systems it uses
- Your store platform. Shopify, WooCommerce and Wix are built into AeroChat, and so is the Google Sheets store for chat-only sellers. AeroChat reads the order and creates replacement orders through the store’s API in the workflow you describe.
- Your help desk, if you use one. Zendesk, Freshdesk, Zoho Desk and Help Scout connect through their APIs, so each claim becomes a ticket with everything attached.
- Your warranty policy, in AeroChat’s knowledge base: the period per product, what is covered and what proof you need.
What it looks like on WhatsApp
Customer: My Pulse blender stopped working. Bought it in June. (example)
AeroChat: Sorry to hear that. What is the email or order number for the purchase?
Customer: Order #2290, mia@example.com
AeroChat: Thanks, Mia. Your Pulse blender was delivered on June 14, so it is inside the 2-year warranty (example). What happens when you switch it on? A short video and a photo of the serial label on the base will help.
Customer: It hums but the blade doesn’t turn. [photo]
AeroChat: That is a motor fault, which the warranty covers. I’ve set up a free replacement, order #2318. It ships within 2 business days. You don’t need to return the old one.
In your store: replacement order #2318 for one Pulse blender at no charge, tagged “warranty replacement”, with the note “Claim on #2290, motor fault, video in chat”.
The recipe
Copy this into AeroChat
When a customer reports a faulty product, follow these steps.
- Ask for the order number or the email or phone they ordered with. Verify them against the order in our store.
- Check the delivery date against the warranty period for that product in our knowledge base. If it is outside the period, explain our policy and offer our paid repair option.
- Ask what went wrong. Ask for a photo or short video and a photo of the serial label.
- Check the fault against our warranty rules. If it is a covered fault on a product under US$150 (example), create a replacement order for the same product at no charge, tagged “warranty replacement”, with a note linking the original order.
- For any other case, create a ticket in our help desk with the order, the description, the photos and the serial number, and tell the customer our team replies within 2 business days (example).
- When they ask about their claim, read the ticket status or the replacement order and reply.
Never approve damage our policy excludes, such as drops or water damage. Reply in the customer’s language.
Change the warranty periods, the covered faults and the replacement limit to match your policy before you paste it.
After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist of what is left: connect your store and any app the recipe uses, add your policies to the knowledge base, then switch it on.
Where it runs
The same workflow runs on WhatsApp, Instagram, Facebook Messenger, Telegram, the chat on your website and email. On TikTok Shop it answers in buyer chat, and it supports Shopee and Lazada too. Your store stays the record whichever channel the customer uses.
Channel versions: WhatsApp warranty claims. Also see refunds in chat and returns and exchanges in chat.
Questions
Can AeroChat approve a claim on its own?
Yes, for the cases your rules cover, such as a covered fault on a product under a set value. Everything else goes to your team as a complete claim.
Does it work without a help desk?
Yes. Claims your rules don’t cover can go to your team in the AeroChat inbox, with the order and photos attached.
Can customers send videos and voice notes?
Yes. Photos and videos arrive in the conversation, and voice notes are transcribed.
What about products with a manufacturer warranty?
Add the manufacturer’s process to the knowledge base, and AeroChat tells the customer the right steps.
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.
Take your first warranty claim in chat
Add your warranty policy, paste the recipe, and report a fault on a test order in your own chat.
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On Shopify? Install AeroChat from the Shopify App Store.