Warranty Settings
Configure warranty policies, labour rates, repair parts, and failure analysis thresholds.
3 min read
Last updated 4 April 2026
Configure warranty policies and repair management under Settings > Warranty Settings.
Labour Rate
Set the hourly rate for internal cost tracking on warranty repairs.
- Hourly Rate ($): Used to calculate labour costs when adding repair time to RMAs
Repair Parts Collection
Link a Shopify collection containing your repair parts inventory:
- Collection: Select the Shopify collection containing repair parts
- Products from this collection can be added to RMA notes for tracking parts used
Failure Analysis Thresholds
Configure traffic light thresholds for product failure analysis in Analytics > Products.
| Threshold | Default | Description |
|---|---|---|
| Amber | 2% | Failure rate that triggers amber/warning status |
| Red | 5% | Failure rate that triggers red/critical status |
Products exceeding these failure rates are highlighted in analytics reports.
Warranty Policies
Create policies that define warranty coverage for different products.
Policy Fields
| Field | Description |
|---|---|
| Return Reason | Link to a return reason (e.g. Warranty) |
| Policy Name | e.g. "5 Year Premium Warranty" |
| Description | Optional details about coverage |
| Warranty Period (Days) | Duration in days (365 = 1 year, 1825 = 5 years) |
| Match SKUs | Comma-separated SKUs this policy applies to |
| Match Tags | Comma-separated Shopify product tags |
| Match Collections | Comma-separated Shopify collections |
| Priority | Higher number = evaluated first (default: 0) |
| Active | Enable/disable this policy |
| Default Policy | Used for products that don't match any other rules |
Policy Matching
When a warranty claim is submitted, ReturnMate evaluates policies in priority order:
- Check SKU matches first
- Then tag matches
- Then collection matches
- Fall back to the default policy
Warranty RMA Statuses
Create custom statuses to track warranty repair progress (e.g. "Technician Assigned", "Diagnostics", "Waiting Parts").
| Field | Description |
|---|---|
| Status Name | e.g. "Technician Assigned" |
| Code | Short code (e.g. TECH, DIAG, PARTS) |
| Description | Explanation for technicians |
| Colour | Visual indicator (Gray, Blue, Green, Yellow, Orange, Red, Purple, Cyan) |
| Default Status | Automatically assigned to new warranty claims |
| Final Status | Marks the claim as completed |
| Pauses SLA | Pauses SLA countdown while in this status |
| Active | Only active statuses can be assigned |
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