Enabling Warranty for 3rd Party Products in WeSupply

1) Overview

If you sell or service items that weren’t purchased directly from your store (e.g., marketplace, retail partner, or distributor), you can allow customers to register warranties for 3rd-party purchases in WeSupply. You’ll control eligibility, required fields (like proof of purchase), and review/approval before coverage begins.

2) Before You Begin

• You have Admin access to WeSupply.
• You know your warranty policy for 3rd-party purchases (coverage length, excluded items, proof requirements).

Important Information

Currently, the 3rd-party warranty feature is only compatible with Google Product Feed. Make sure your products are set up in the feed for this functionality to work properly. To ensure your warranty feature works seamlessly, you'll need to configure your Google Product Feed. If you haven’t already set it up, check out our detailed guide here: How to enrich order data with Google Product Feed.

3) Step-by-Step Instructions

Step 1 — Enable 3rd-Party Warranty Registration

1. Log in to your WeSupply account and navigate to Settings → Branding → Pages.
2. Select Order & Return Lookup and click Edit Template.

Step 2 — Display Warranty Claim for 3rd Party

1. Locate the Content section.
   
2. Find the option Display Warranty Claim for 3rd Party and toggle it to Yes.
   

4) Best Practices

• Be explicit about proof: Show examples of acceptable receipts/invoices and photos of labels for serials.
• Whitelist retailers (optional): Add a dropdown of common partners to reduce typos and speed review.
• SLA for reviews: Publish your approval timeline (e.g., within 2 business days).
• Fraud checks: Require purchase date + serial/IMEI and compare against known ranges when possible.
• Segment programs: Separate policy/programs for direct vs. 3rd-party with different coverage if needed.

5) Troubleshooting / FAQ

Customers can’t submit without an order number.

• Ensure Order match optional (or equivalent) is enabled in Eligibility Rules and that the 3rd-party fields are required instead.

We’re getting many incomplete submissions.

• Make proof of purchase and purchase date required, add clearer help text, and enable Request Info for quick follow-ups.

Coverage dates look wrong.

• Confirm the program’s Start date source (customer’s purchase date) and verify the time-zone/date format on the form.

We need to reject a submission politely.

• Use Reject with a clear reason and instructions (e.g., “Receipt is illegible—please upload a clearer photo”).

6) Summary

Turn on 3rd-party warranty registration, build a program with the right form fields (retailer, proof, purchase date, serial), set eligibility (order match optional + time window), configure notifications, publish your registration link, and process pending external registrations from the Warranty → Registrations queue. Approve valid submissions to activate coverage and notify the customer.