Warranty Policies define when a customer is eligible to submit a warranty claim and how Cavalry should process the request. Policies can be configured by purchase channel, product eligibility, warranty window, documentation requirements, order/customer tags, geography, and stock availability.
Use this article to create a new warranty policy.
Creating a warranty policy
In the Cavalry admin, go to Warranty > Policies.
Select Add Warranty Policy.
Enter a Policy Name.
Check Enable This Warranty Policy when the policy is ready to use.
Configure the policy details under Policy Information and General Settings.
Save the policy.
Policy Information
The Policy Information tab controls which claims the policy applies to.
Policy Name
Enter a clear name for the policy. This name should help your team understand when the policy applies.
Examples:
Razor
Electronics - Retail Warranty
Holiday Warranty Extension
Enable This Warranty Policy
Use this setting to turn the policy on or off.
When enabled, Cavalry can match eligible warranty claims to the policy. When disabled, the policy will not be used.
Claim Channels
Claim Channels determine which purchase channels the warranty policy applies to.
Available channels may include:
Ecommerce: Orders placed on your own online store.
Retail: Purchases made outside of your online store, such as Amazon, physical retail stores, or authorized retailers, using receipt-based claims.
Select all channels that should be eligible for the policy.
Product Applicability
Product Applicability determines which products the policy applies to.
You can configure eligibility using:
Product Tags
Product Types
Product Collections
Leave these fields blank if the policy should apply to all products.
For example, if the policy should only apply to razor products, add the applicable product tag, such as razor.
Timeframe Applicability
Timeframe Applicability allows the policy to apply only to orders placed within specific timeframes.
This is useful for temporary policy rules, such as:
Holiday warranty extensions
Promotional warranty periods
Limited-time product coverage
Leave this section blank if the policy should apply to orders placed at any time.
Special Applicability
Special Applicability allows the policy to apply based on order or customer tags.
You can configure:
Order Tags: Applies the policy to orders with any of the specified order tags.
Customer Tags: Applies the policy to customers with any of the specified customer tags.
This is useful for creating more specific policies for cases like VIP customers, special warranty groups, suspected fraud, or operational exceptions.
Geographic Applicability
Geographic Applicability allows the policy to apply only to orders within specific geographies.
Leave this section blank if the policy should apply to orders from any geography.
General Settings
The General Settings tab controls how the warranty claim is handled after the policy is matched.
Warranty Window
The Warranty Window defines how long after purchase a customer is eligible to submit a warranty claim.
Enter the warranty window based on the coverage period your team wants to support.
Require Notes
Enable Require Notes if customers must provide a written explanation for the warranty request.
This is helpful when your team needs the customer to describe the issue before the claim can be reviewed.
Require Uploads
Enable Require Uploads if customers must provide images or files as documentation for the warranty request.
This is useful for claims that require proof of damage, defect, receipt, or other supporting evidence.
Resolution Order Custom Tags
Use Resolution Order Custom Tags to apply custom tags to the replacement order created from an approved warranty claim.
These tags can help with order tracking, reporting, fulfillment workflows, or internal operations.
Send Invoice
Enable Send Invoice if you want to send an invoice to the customer for the replacement order.
This is useful when the customer needs to pay the shipping fee for the replacement.
Auto-Approval Limit Multiplier
The Auto-Approval Limit Multiplier determines how many times an eligible warranty claim can be automatically approved before requiring manual review.
Set this value to 0 to always require manual review.
Require Stock Available
Enable Require Stock Available to block warranty claims when the item is out of stock.
When this setting is enabled and the item is unavailable, the claim will be escalated for manual review instead of being automatically processed.
Best practices
Use clear policy names so your team can easily understand each policy’s purpose.
Use product tags, product types, or product collections to target the correct products.
Leave applicability fields blank only when the policy should apply broadly.
Require notes and uploads when your team needs documentation before approving a claim.
Enable Require Stock Available if replacements should only be created when the item is in stock.
Set the Auto-Approval Limit Multiplier to 0 if all warranty claims should require manual review.
If any assistance is required, contact support@cavalry.ai.