Warranty claim

How do we take a warranty claim with the proof of purchase, the serial number and the photos collected once, coverage decided against the warranty terms, and a repair or replacement ordered?

Start the claim from the order and let the warranty terms decide coverage. Callvu identifies the customer and prefills the claim from the order record (the product, the purchase date, the serial number where captured, the warranty term and any extended plan), takes the fault description on a secure screen with the questions the product category needs, chases the proof of purchase for a product bought elsewhere, the serial number and the photos or a short video of the fault, checks each against the terms (the product is in the warranty period, the fault is a covered defect rather than an exclusion, the serial is genuine and not already claimed), routes a claim outside the rules or above the agent's limit to the warranty desk in the Decision Desk, and writes the decision with the repair or replacement order to the order management system and the warranty system.

In scopeComplex: multi-party handoffsCallvu moves: prefill, chase and verify, decide, write back

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Last updated November 7, 2026.

The problem today

The customer sent the receipt three times, the serial number was typed wrong twice, and the replacement shipped for a product that was out of warranty.

Today, without Callvu

A warranty claim is the retailer's or brand's promise being tested. It arrives by email with a blurry photo, a receipt that may or may not be for this product, and a story. An agent asks for the serial number, gets it wrong, asks again. Coverage is decided by whoever answers; two customers with the same fault get different outcomes. Replacements ship for products past their term, and legitimate claims die in the back and forth.

The warranty is a written document with rules the Magnuson-Moss Warranty Act makes enforceable as stated: what is covered, for how long, what the remedy is, what the customer must do, and what is excluded. Each is a check on data the retailer mostly already holds in the order record. The customer should supply only what the retailer does not have, once, and the decision should be the same for every customer with the same facts.

A warranty claim decided by the terms, not by the agent, is a claim the brand can defend and the customer can trust.

How it runs

From the requestto the system of record.

A customer reports a product fault on the website, in the app, by chat or by phone, or a repair partner refers one. Callvu identifies the customer and opens the claim.

Customer: Describes the fault, uploads the proof of purchase, the serial number and the photos on a secure screen.
Warranty desk: Decides claims outside the rules or above limits in the Decision Desk.
Repair or replacement partner: Receives the repair or replacement order.
Callvu: Prefills, chases, checks against the terms, routes, and writes the decision and the order.

Prefill from the order
The order, the product, the purchase date, the serial number where captured at sale, the warranty term for the product and any extended plan are prefilled; a product bought elsewhere is classified as a brand claim and the proof of purchase becomes a required item.
Chase and verify
The fault description is taken with the questions the product category needs (when it started, the conditions, the error codes); the proof of purchase, the serial number (read from a photo of the label) and the photos or a short video of the fault are requested through a link and read on arrival; each is checked: the purchase date against the term, the serial against the brand's registry and prior claims, the fault against the covered defects and the exclusions (misuse, accidental damage, consumables, unauthorized repair).
Decide
A claim inside the terms and under the agent's limit is approved by rule with the remedy the warranty specifies (repair, replacement, or refund where the terms or the law require it after failed repairs); a claim with an exclusion question, a serial anomaly, a product out of term by days, a high-value item or a repeat claim goes to the warranty desk in the Decision Desk with the evidence and only the allowed outcomes (approve, approve goodwill outside the terms, request more evidence, or decline with the reason and the customer's rights).
Write back
The decision, the remedy and the repair or replacement order are written to the order management system, the system of record, and the warranty system, the customer receives the outcome and the next step (the shipping label, the repair booking through its process, the replacement's tracking), and the claim is counted against the product for quality reporting.

Where it ends: The claim was prefilled from the order, the evidence collected once and checked, coverage decided by the terms with exceptions decided by a person, and the remedy ordered and recorded. The Decision Trace shows the checks and the decision; the Audit Trace shows the uploads, the decision and the order with time.

Runtime enforcement

What is enforcedwhile the work runs.

The regulations preloaded in Callvu Studio and the bank's own policies, applied as steps that run, not lines in a binder. A step that breaks a rule does not run, so a completed run was compliant.

Regulations

Magnuson-Moss Warranty Act (15 USC 2301 to 2312) and the FTC rules at 16 CFR 700 to 703: A written warranty on a consumer product must be designated full or limited, disclose its terms in simple language before sale, and be honored as written; a full warranty requires remedy without charge within a reasonable time and a refund or replacement after a reasonable number of repair attempts; the warrantor may not condition coverage on the use of a particular brand of parts or service (the tie-in prohibition) and may not require registration as a condition of coverage; implied warranties cannot be disclaimed where a written warranty is given, and the Act gives consumers a cause of action with attorney's fees.
State consumer protection and implied warranty laws (the UCC Article 2 implied warranty of merchantability as adopted by each state; state lemon-type laws for some products): The implied warranty of merchantability applies for the state's period regardless of the written term, which the decision applies when a fault appears after the written warranty but inside the state's implied period; some states set specific remedies and periods for product categories.
The brand's warranty terms and the retailer's goodwill policy: The written terms set the covered defects, the exclusions, the term by product and part, the remedy sequence and the proof required; the goodwill policy sets what the desk may approve outside the terms and the authority limits by value.

Company policies

Coverage is decided by the written terms on the order's data; the same facts give the same outcome.
The customer supplies only what the order does not hold, once, through a link.
Goodwill outside the terms is a desk decision with the reason recorded, never an agent's habit.
The order management system and the warranty system hold the claim, the decision and the remedy.

Controls

Order prefill with warranty term lookup.
Evidence requests with reading and serial checks.
Term, defect and exclusion rules.
Authority limits with Decision Desk for exceptions.
Remedy order generation.
Order management and warranty system write with quality reporting.

Clocks and deadlines

Warranty term: The written term from the purchase date, checked against the claim date; the state's implied warranty period where longer.
Evidence chase: Reminders on the policy's schedule until the required items arrive.
Remedy: Within a reasonable time under the Act; the retailer's service level on the order.

Documents and checks

The prefilled claim and the warranty terms
The proof of purchase, the serial and the photos as received and checked
The decision with the reason
The repair or replacement order and the system records

In the Decision Trace

Each check against the terms.
The decision and the person where a desk decided.

In the Audit Trace

The report and each upload with time.
The decision and the order with time.

The handoff

Between the front doorand the back office.

The front door

The website, the app, chat or phone; the customer uploads on a secure screen from a link.

The back office

The warranty desk decides only exceptions and goodwill; the partner receives the order from the record.

The Decision Desk

An exclusion question, a serial anomaly, a product just out of term, a high-value item or a repeat claim goes to the warranty desk in the Decision Desk with the evidence and only approve, approve goodwill, request evidence, or decline with the reason.

Proof

In scope.Proof at scale, not one process at a time.

The kind of process Callvu runs in production for customers in this industry. Ask for a reference on this exact process. The results below are the industry's published proof; each claim code links to its record on agents.callvu.com.

More than 1,000 processes are live across Callvu customers.

Across Callvu customers

Questions

What buyers ask next,answered plainly.

What does the customer have to provide?

Only what the order does not hold: the fault description, the serial number from a photo of the label, photos or a video of the fault, and the proof of purchase for a product bought elsewhere.

Who decides coverage?

The written warranty terms, applied by rule to the order's data; the warranty desk decides exclusions, anomalies and goodwill with the evidence and the reason recorded.

Can registration be required for coverage?

No. The Magnuson-Moss Warranty Act bars conditioning coverage on registration, so an unregistered product with proof of purchase is handled the same way.

Related processes

Repair booking and depot return Protection plan claim Product registration Damaged or wrong item claim Try it in the sandbox All travel and ecommerce processes

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