Claims Rules
Configure claim windows, evidence requirements, claim limits, and deductibles for your warranty plan.
Claims Rules
Claims rules control how customers file warranty claims and what evidence they must provide.
Claim Window
The claim window determines when customers become eligible to file a claim after purchase.
| Option | When claims can be filed |
|---|---|
| On Shipment (default) | As soon as the order ships |
| One Week | 1 week after purchase |
| One Month | 1 month after purchase |
| Three Months | 3 months after purchase |
Evidence Requirements
Require Claim Message
Default: On. Customers must write a text description of the issue.
Require Photo Evidence
Default: Off. When enabled, customers must upload at least one photo. This is the most effective way to verify claims.
Enable AI Fraud Detection (Pro plan) — When photo evidence is required, you can enable automatic AI analysis of submitted photos. See Fraud Detection.
Require Video Evidence
Default: Off. Pro plan only. Customers must upload a video showing the damage.
Limits & Deductibles
Max Claims Per Policy
Default: On (1 claim). Sets the maximum number of claims per policy (1-100).
| Claims Allowed | Use Case |
|---|---|
| 1 | Single-use warranty (most common) |
| 2-3 | Products that may need multiple repairs |
| 5+ | Long coverage periods |
Mark Depleted on Max Claims
Default: On. Automatically marks the policy as “depleted” when the max is reached. Only available when Max Claims Per Policy is enabled.
Deductible
Default: Off. When enabled, a deductible is subtracted from any credit or refund.
- Default amount when enabled: $25.00
- Supports decimal values (e.g., $15.50)
| Deductible Type | Behavior |
|---|---|
| Per Claim | Charged on every claim |
| Per Policy | Charged only on the first claim |
Recommended Configurations
Low-value products (under $50): Require a claim message. Skip photo evidence and deductibles to minimize friction.
High-value products (over $500): Require photo evidence with AI fraud detection. Set max claims to 2 and add a per-claim deductible.
Related
- Coverage Options — Define what types of damage are covered
- Resolution Rules — Configure auto-approval and credit settings
- Registration Requirements — Require product registration before claims
- Creating Warranty Plans — Set up the plan identity and type