This article explains how to create and manage warranty and repair policies in Returns V2, so specific products can follow their own return window, fees, and outcomes instead of your standard return settings, and how customers submit a claim through the dedicated warranty portal.
This article applies to merchants using Returns V2.
What a warranty policy is
A warranty policy lets you set different return rules for specific products, instead of relying on your standard return window and Advanced Rules. Use it for cases like extended warranty windows on certain product categories, repair or replacement flows that don't fit a standard refund, or fee and outcome rules that only apply once a product's normal return window has passed.
Each policy defines:
Which products it applies to (eligibility)
How long customers can use it (return window)
Which regions it applies to
A handling fee, if any
Which return outcome is offered (replacement, exchange for something else, gift card, credit, refund, or a Return only (no credit) outcome that skips the credit and refund step)
Which return reasons are shown
How the resulting RMA is processed
You can create up to 10 policies per store.
Setting up the warranty portal
Warranty claims are submitted through a dedicated warranty portal URL, separate from your standard returns portal.
Open the Returns drop-down menu.
Click Settings.
Open the Warranty policies tab.
Under Warranty portal link, ask support to enable the warranty host for your brand. Once enabled, paste the URL into Warranty portal URL (Optional) — for example
https://warranty.yourbrand.com.Under Warranty portal settings, set:
Portal title — shown as the heading on the warranty portal login page. Defaults to "Warranty Claims".
Portal subtitle (Optional) — shown below the title on the login page.
Only items that are eligible under a warranty policy can be returned through this URL.
Creating a warranty policy
Open the Returns drop-down menu.
Click Settings.
Open the Warranty policies tab.
Click + next to Warranty policies to open the New warranty policy dialog.
Enter a Policy name (for example "Electronics warranty") and click Create policy. Eligibility, outcomes and the other options are configured after the policy is created.
In the policy panel that opens, configure:
Eligibility — choose which products the policy applies to, by product tag or product type (and, optionally, order tag). Select All products to apply the policy to every item, or set a rule such as Product tag is a specific tag — items must match to qualify.
Customer outcomes — the return outcome offered under this policy: replacement with the same item, exchange for something else, gift card, credit, refund, or Return only (no credit) to skip the credit and refund summary and show only a submit button.
Reason group (Optional) — choose an existing return reason group to show for this policy. All reasons in the chosen group are treated as faulty. Leave blank to use the store's default reason group. See How to set up return reasons if you need to create one first.
RMA approval mode — choose how faulty/RMA items under this policy are handled automatically: manual processing, always generate a label automatically, or always let the customer keep the item without a label.
Handling fee (Optional) — an optional flat fee charged to the customer for this warranty return.
Limit to regions (Optional) — restrict the policy to specific countries, or leave blank to apply it to all regions.
Return window (days) (Optional) — the number of days customers can use this policy for, counted from the same start date as the store's standard return window (fulfilment or delivery). Leave blank to use the store's default window, or enable No expiration (unlimited warranty window) for no time limit at all. Enable Start window after the standard return window ends so the warranty window only begins once the standard return window has expired.
Click Save changes.
Managing policies
The Warranty policies tab lists every policy with its eligibility rule and outcome count. From here you can:
Edit a policy to reopen it in the same panel used to create it.
Delete a policy — you'll see a confirmation prompt first.
Enable or disable a policy without deleting it.
Drag policies to reorder them.
Policies are evaluated from top to bottom, with the first matching policy winning. When a policy matches, its eligibility and available reasons are used rather than the normal return-reason configuration, and it takes precedence over Advanced Rules.
How customers submit a warranty claim
Warranty claims can only be submitted through the dedicated warranty portal URL set up above — not through the standard returns portal.
On the warranty portal, only items eligible under a warranty policy are available to return. The policy that matches the item determines its return window, available outcome, and return reasons.
In the standard returns portal, an item that's only eligible for a warranty policy isn't available to return. An item eligible for both a normal return and a warranty policy is always processed as a normal return there — customers can't choose the warranty policy from the standard portal.
Warranty RMAs and labels
RMAs created through a warranty policy carry a warranty claim tag, and can be filtered separately in the RMA table.
Shipping labels generated for a warranty RMA use a WR prefix, instead of the standard RF / EX / CR prefixes.
Known limitations
Pre-order items can't be included in a warranty policy.
Consolidating a warranty return onto a shared label isn't supported.
Choosing a different return address for a warranty item isn't supported.