Serial Trail Serial Trail | Help Center

Resolve an approved warranty claim

Track a repair, replacement, refund, or other remedy through completion.

Last updated: July 16, 2026

Contents

An Approved claim remains in Approved — awaiting resolution until you record and complete one remedy. Only one active resolution is allowed, so the claim always has one operational source of truth.

Choose the remedy

  1. Open Claims, select an Approved claim, then select Plan resolution.
  2. Choose Replace, Repair, Refund, or Other.
  3. Record the structured details and select Start. You can edit the details while work is in progress.
  4. Select Complete resolution only when the promised outcome is delivered. The claim then becomes Resolved and the buyer notification and claim.resolved webhook are queued once.

Cancelling an open resolution keeps the claim Approved and lets you plan a different remedy. The cancellation reason and all lifecycle transitions remain in claim history.

Replacement draft orders

Replace defaults to the original unit's variant, but you can choose another serialized variant before creating the draft. The draft contains one item, a 100% warranty discount, claim tags, and no invoice. You remain responsible for checking inventory, the address, and completing the draft in your commerce admin.

If Approve permission appears, reconnect the store to grant write_draft_orders. Other claim work is unaffected. An optional shipping address is sent directly to the platform and is not saved by Serial Trail.

After the draft becomes an order, Serial Trail refreshes its status hourly. When fulfillment assigns a sold serial to that order, the replacement links automatically. Use the serial search fallback for POS or unusual fulfillment paths. Split fulfillments keep the first valid serial and record later attempts in history.

⚠️
Serial Trail never moves refund money. Process or verify the refund in your commerce admin, then record its reference before completing the resolution.

Evidence decisions

After an attachment is stored and passes its security scan, mark it Accepted or Rejected. A rejection requires a note. Corrections are allowed and both verdicts remain auditable. An Insufficient evidence denial must identify the reviewed attachments that support the decision.

Original and replacement units

The claim and both unit passports cross-link after a replacement serial is attached. Returning or voiding the original unit is a separate, confirmed lifecycle action; completing a claim never changes the old unit automatically.