Warranty Rules & Coverage
How coverage rules are defined, matched to products, and applied to a customer's registration.
A warranty rule has two halves: which products it applies to, and what coverage those products get.
A rule matches products by one or more of: product type, category, vendor, SKU, or product title. Rules are created and edited from the top-level Warranty Rules sidebar item → Create Warranty Rule (or open an existing rule to edit it).
- Duration — a number of months, or lifetime (no expiry).
- Usage limit — an optional unit-count limit.
- Covered and excluded conditions — free-text descriptions of what is and isn't covered.
There is no transferability-on-resale setting and no deductible field.
Each rule has an admin-set integer priority. Rules are checked in priority order, lowest number first, and the first one whose conditions match wins — a lower number is checked earlier and takes precedence. If two rules share the exact same priority number, an exclude-type rule wins over an include-type rule at that tie. It isn't "most specific wins," and there's no conflict-resolution screen to review how a match was decided.
A coverage window starts from the product's fulfillment date, if one exists, falling back to the order or purchase date if there's no fulfillment date.
Coverage is not backdated to the purchase date by choice — the fulfillment-date rule is fixed and can't be configured per rule or per organization.
A policy document can be attached to a rule. It's shown to the customer and stored on every registration created under that rule.
Editing a rule never changes coverage a customer already has. A registration remembers the rule — including its term and policy document — exactly as it was on the day the registration was created.
The Product Coverage screen, reached from the top-level Product Coverage sidebar item, sorts every product into Covered, Excluded, or No rule, flagging products with no matching rule with a coverage-gap indicator. It re-runs automatically as the catalogue changes.
After 6 months of real claims data, the platform surfaces AI-suggested rule adjustments — narrowing or widening coverage, or adjusting duration. These are suggestions only, reviewed from Dashboard → Intelligence → Patterns view. See AI & Intelligence.
See also: Registrations for how a rule's term and policy document get locked into a registration.