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How to set up eligibility window for warranty claims

We have two ways of setting up warranty eligibility, by country or by product, depending on how your warranty periods are structured. This article will show you how to set them up.

Written by Support team

Option 1: Country-to-country basis

If all products in the same country share the same warranty period, we recommend setting it up at the policy level.

How to set it up

  1. From your Claimlane Inbox, click on Settings in the bottom left corner.

  2. On the left-hand side menu, select Self-service portals. Then click Manage on the portal where you want to edit warranty settings.

  3. Find your flow (e.g., Web - Claim) and open the Return policies tab. Select the policy you want to edit. If your flow handles more than one country, make sure to add a separate policy for each country.

  4. In the Policy view, scroll down until you find Eligibility window. Here, you can define the warranty period in days. For example, set 365 for a 1-year warranty or 730 for a 2-year warranty.

Once done, your warranty claim eligibility window will automatically apply to that region.

Option 2: By Product-to-product basis

How to set it up

  1. From your Claimlane Inbox, click Settings in the bottom-left corner.

  2. In the left-hand menu, click Self-service portals and then Manage on the portal you want to edit.

  3. In the left menu, go to Portal settings and start screen. Scroll down until you find the Data source section.

    • If you already have a data source, click Go to datasource.

    • If none is selected, click the dropdown that says “Disable” and choose the one you want to use.

    • If you don’t have a data source yet, create one and make sure it’s selected here.

  4. In your data source, go to the Product data tab and make sure you have a column called Eligibility Window Days. If the content of this column is empty, make sure to add it. If you don't know how click here. This column should contain the warranty duration (in days) for each product. For example, 365 for 1 year or 730 for 2 years.

  5. Once your product data is ready, go back to your portal policies:

    • Open Settings → Self-service portals → Manage

    • Select your flow (e.g., Web - Claim)

    • Go to the Return policies tab

    • Select the policy you want to edit (Unlike the country-based setup, you don’t need one policy per country here.)

  6. In your policy view, scroll down to Case eligibility window and simply toggle on Use product-based eligibility window.

That’s it! Your eligibility window will now automatically apply based on each product’s warranty period from your data source.

You can now see eligibility windows on your tickets.

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