Approvals & Communication

Effective communication is crucial for warranty and repair cases. This guide covers managing approvals and keeping customers informed throughout the process.

Approval Workflow

Warranty Approval Process

1. Initial Review - Verify warranty eligibility
2. Technical Assessment - Evaluate the issue
3. Coverage Decision - Determine if covered
4. Resolution Approval - Authorise repair/replace/refund
5. Customer Notification - Inform of decision

Approval Levels

Configure approval requirements:

Approval Queue

Managing Pending Approvals

1. Go to Warranty → Pending Approval
2. Review cases awaiting decision
3. Click a case to see details
4. Make approval decision

Approval Actions

📷

Warranty Approval Queue

(Screenshot placeholder)

Approval Decision Criteria

Factors to Consider

• Is the product within warranty period?
• Is the issue covered under warranty terms?
• Is there evidence of misuse or abuse?
• Has customer provided required documentation?
• Are there any red flags suggesting fraud?

Warranty Exclusions

Common exclusions to check:

• Accidental damage
• Water/liquid damage
• Unauthorised modifications
• Normal wear and tear
• Cosmetic damage not affecting function
• Damage from improper use

Customer Communication

Communication Timeline

Key communication points:

Automated Communications

Configure automatic emails:

1. Go to Settings → Notifications → Warranty
2. Enable/disable each notification type
3. Customise templates
4. Set timing preferences

Manual Messages

Send custom messages:

1. Open the warranty case
2. Click Send Message
3. Choose email or SMS
4. Compose your message
5. Select "Customer-Visible" to log
6. Send

Communication Templates

Approval Email

Subject: Your Warranty Claim Has Been Approved

Hi [Customer],

Great news! Your warranty claim for [Product] has been approved.

Reference: [Warranty Number]
Resolution: [Repair/Replacement]

Next Steps:
- We've attached a prepaid shipping label
- Pack your item securely
- Drop off at any [Carrier] location
- We'll email updates as we work on your case

Expected timeline: [X] business days after we receive your item.

Thank you for your patience.

The [Company] Team

Denial Email

Subject: Update on Your Warranty Claim

Hi [Customer],

Thank you for reaching out about your [Product].

After careful review, we're unable to approve this warranty claim because:
[Reason - e.g., damage is consistent with physical impact, which isn't covered under our warranty]

We understand this isn't the news you were hoping for. Here are your options:

- Paid repair: $[Amount] - [Link to quote]
- Trade-in credit: [X]% toward a new [Product]
- Return your item: We'll ship it back at no charge

Please let us know how you'd like to proceed.

The [Company] Team

Status Update

Subject: Your [Product] - Repair Update

Hi [Customer],

Quick update on your warranty repair:

Current Status: [Status]
Expected Completion: [Date]

[Additional details about the repair progress]

Questions? Reply to this email.

The [Company] Team

Communication History

Case Timeline

All communications are logged in the case timeline:

• Emails sent and received
• SMS messages
• Phone call notes
• Internal notes
• Status changes

Searching History

Find past communications:

1. Open the case
2. Use timeline filters
3. Search by keyword
4. Filter by communication type

Handling Difficult Communications

Upset Customers

When customers are frustrated:

1. Acknowledge their frustration
2. Explain the situation clearly
3. Offer solutions or alternatives
4. Follow up promptly
5. Escalate if needed

Disputes

If customer disputes a decision:

1. Review the case thoroughly
2. Consider new information provided
3. Consult with manager if needed
4. Communicate final decision clearly
5. Document everything

Escalation Process

For cases requiring management:

1. Add internal note explaining situation
2. Change status to "Escalated"
3. Assign to appropriate person
4. Track until resolved

Communication Metrics

Track communication performance:

Best Practices

• Respond within 24 hours
• Keep customers updated proactively
• Use clear, jargon-free language
• Document all communications
• Follow up on pending items
• Personalise when possible

Related Articles

• Warranty Case Lifecycle
• Repair Quotes
• Email Templates