Serial Tracking Settings
Configure serial number capture and verification for warranty validation and fraud prevention.
2 min read
Last updated 4 April 2026
Serial tracking captures and verifies product serial numbers during the return process. Configure under Settings > Serial Tracking.
Enable Serial Tracking
Toggle the master switch to activate serial number tracking across your RMA process.
Capture Points
Configure when serial numbers are captured:
Customer Portal
| Setting | Description |
|---|---|
| Off | Serial numbers not requested from customers |
| Optional | Customers can enter a serial but it's not required |
| Required | Customers must enter a serial to submit the return |
Receiving/Inspection
| Setting | Description |
|---|---|
| Off | Staff don't capture serials during receiving |
| Optional | Staff can enter a serial during receiving |
| Required | Staff must enter a serial when processing the return |
When both capture points are enabled, staff serials are compared against customer-provided values. Mismatches are automatically flagged for review.
Apply To
Choose which products require serial number capture:
| Mode | Description |
|---|---|
| All Items | Require serials for all products |
| Tagged Products Only | Only products with specific Shopify tags |
| Specific Case Types | Only for selected return types (Returns, Warranty Claims, Repairs) |
| Product Catalog | Enabled per-product in the Product Catalog settings |
Additional Options
- Enforce Unique Serial Numbers: Prevents the same serial from being used in multiple active RMAs, helping detect potential fraud
Serial numbers are automatically normalised (uppercase, trimmed) for consistent matching.
Related Articles
Was this helpful?
Contact Support