Warranty Claims allow your team to review, approve, reject, or update warranty requests submitted through the AI Agent or self-service experience. The Warranty Claims page provides a centralized view of submitted claims, customer details, order information, supporting evidence, replacement details, and the warranty policy applied to the claim.
Accessing warranty claims
In the Cavalry admin, go to Warranty > Claims.
Use the date range filter to narrow the list of claims.
Use the Status filter to view claims by their current review status.
Review the claims table.
The claims table includes:
Date
Claim Number
Policy
Customer Name
Order Number
Status
Replacement Status
Item
Claim Value
You can also select Export Detail ZIP to export claim details and supporting files.
Reviewing a warranty claim
To review a warranty claim, select the claim from the list.
The claim detail page includes the following sections:
Status
The status timeline shows where the claim is in the warranty review process.
For example, a claim may show as Submitted while it is pending review. Once approved, the claim will move forward based on the configured resolution type, such as Replacement or Manual.
After a claim is approved, the status timeline updates to show the claim as Approved.
Claim Items
The Claim Items section shows the product included in the warranty claim, including the product name, quantity, and claim value.
If the original item should not be used for the replacement, select Substitute a different variant for replacement. This allows your team to search for and select a different replacement variant by name or SKU.
This is useful when:
The original item is out of stock
The customer needs a different variant
Your team wants to replace the item with an approved alternative
After an alternative replacement is added, the Claim Items section will show both:
The Original item submitted in the warranty claim
The item the customer will be Receiving as the replacement
From this view, you can select Change to choose a different replacement item or Restore original to return the replacement back to the original claimed item.
Customer Evidence
The Customer Evidence section includes the customer’s note and any uploaded attachments.
Use this section to review the customer’s explanation and supporting documentation before approving or rejecting the claim.
Attachments can be opened directly from the claim detail page for closer review.
Customer & Order
The Customer & Order section displays the customer’s name, email, order number, and shipping address.
You can select the order number to open the associated order details. The order page may include fulfillment status, payment status, order items, shipping address, and order tags.
Resolution Type
The Resolution Type section shows how the warranty claim will be resolved.
Common resolution types may include:
Replacement
Manual
If needed, select Edit to update the resolution type before approving the claim.
Use Replacement when Cavalry should create a replacement order after the claim is approved. Use Manual when the claim should be handled outside of the automated replacement flow.
Warranty Policy
The Warranty Policy section shows which policy was applied to the claim.
You can select the policy name to review the policy configuration, including eligibility rules such as claim channels, product tags, warranty window, and documentation requirements.
Source
The Source section shows where the claim came from.
For example:
AI Conversation indicates the claim was created through an AI Agent interaction.
Self-service indicates the claim was submitted through the self-service portal.
When available, open the linked conversation to review the customer interaction that created the claim.
Approving a warranty claim
Approve a claim when the customer evidence, order details, and claim item meet the warranty policy requirements.
To approve a warranty claim:
Open the warranty claim.
Review the claim item, customer evidence, customer and order details, warranty policy, and source.
Confirm the Resolution Type is correct.
If needed, substitute a different replacement variant.
Select Approve.
Confirm the approval when prompted.
After approval, the claim status updates, and Cavalry begins processing the approved resolution.
If the resolution type is Replacement, Cavalry will create a replacement order based on the claim details and warranty policy configuration. Once the replacement order is created, the claim detail page will show Resolution: Replacement with the replacement order number, issued timestamp, and replacement order status, such as Confirmed.
If the resolution type is Manual, the claim will show as approved, but the resolution was arranged outside of the Cavalry platform. The claim detail page will display Resolution: Manual with an approved status.
Rejecting a warranty claim
Reject a claim when it does not meet the warranty policy requirements, the provided evidence is insufficient, or the claim should not be approved.
To reject a warranty claim:
Open the warranty claim.
Select the more options menu next to the approval action.
Select Reject.
Enter the rejection reason.
Select Reject Warranty Claim.
The rejection reason will be sent to the customer, so it should be clear, helpful, and specific.
Updating the replacement item
Before approving a claim, your team can substitute the replacement item if the original item should not be used.
To update the replacement item:
Open the warranty claim.
Go to the Claim Items section.
Select Substitute a different variant for replacement.
Search for a variant by name or SKU.
Select the replacement variant.
Confirm the update.
After the replacement item is updated, the claim will show the original item and the replacement item the customer will receive. Review the replacement item carefully before approving the claim.
Updating the resolution type
To update the resolution type:
Open the warranty claim.
Go to the Resolution Type section.
Select Edit.
Choose the appropriate resolution type.
Select Update.
Review the claim carefully after changing the resolution type to make sure it matches how your team wants to handle the request.
When a warranty claim is approved
Once a warranty claim is approved, the claim status updates to Approved.
What happens next depends on the selected resolution type:
If the resolution type is Replacement, Cavalry will create a replacement order using the approved claim item or selected replacement variant. The claim detail page will show the replacement order number, when it was issued, and the replacement order status.
If the resolution type is Manual, the claim will remain approved, but the resolution is handled outside of the Cavalry platform.
Approved claims remain available on the Warranty Claims page so your team can reference the claim details, customer evidence, order information, resolution type, replacement order details, and applied warranty policy.
Best practices for reviewing warranty claims
Before approving or rejecting a claim, review:
The customer’s explanation of the issue
Any uploaded photos or supporting documentation
The product included in the claim
The original order details
The shipping address
The applicable warranty policy
The source of the claim
The selected resolution type
The replacement item, if applicable
If rejecting a claim, include a concise reason that explains why the claim does not qualify and, when appropriate, what the customer can do next.
If any assistance is required, contact support@cavalry.ai.