How to Block Rejected Warranty Claims?

Overview

When rejecting a warranty claim, you now also have the option to prevent customers from submitting another warranty claim for the same line item. Once blocked, the item is marked as non-eligible for warranty, and the customer will not be able to submit another warranty claim for that item.

This helps reduce repeated invalid requests and gives you more control over how warranty claims are handled.

How does it work?

Merchants experience

When a merchant clicks Reject claim in the admin portal, a checkbox will appear in the rejection dialog box. 

Here are the outcomes based on the following actions :

• Unchecked > click Reject: The customer can submit another warranty claim for the same item.
• Checked > click Reject: The item is marked as non-eligible for warranty, and the customer cannot resubmit a warranty claim for that item.

Important considerations

• Once an item is marked as non-eligible for warranty, this action cannot be undone.
• Merchants must confirm before selecting this option, as there is currently no way to re-enable warranty eligibility for that item through AfterShip.

Customer experience

After a warranty claim is rejected, customers can still view their order items in the Returns Center. However, the display behaviour changes based on the merchant’s selection:

Scenario 1: If “Block warranty claim for this line item” is selected

• The item appears greyed out.
• It cannot be selected for a new warranty claim.
• An error message is shown indicating the item is not eligible.

Scenario 2: If “Block warranty claim for this line item” is not selected

• The item remains selectable
• Customers can resubmit a warranty claim for the item

Customize the error message

A new error message entry has been added:

• Go to Warranty page > Error messages > Not eligible for warranty

Default message: Previous claim rejected

Handling blocked warranty claim scenarios

1. Why can’t a customer submit a new warranty claim for a specific item?

This usually means the item was previously rejected with the ‘Block warranty claim for this line item’ option enabled, which marks the item as non eligible for warranty. Consequently, the system prevents any further submission for those items. 

2. Can I undo the block and allow the customer to submit a warranty claim again?

Blocking a warranty claim cannot be reversed. Once an item is marked as non-eligible, there is no way to restore its eligibility within the system. In this case, merchants are advised to: 

• Handle the specific customer warranty request through an offline process or a direct channel
• Collect product feedback if this limitation impacts their workflow frequently

3. Customer reports that their item is “locked” and they can’t submit a warranty claim. Is a platform intervention possible?

If the item cannot be selected, this restriction is set by the merchant when they reject the claim. It’s a merchant-controlled setting and cannot be changed from the platform. Ask the customer to contact the merchant directly to understand the reason and check the next steps.

4. Can I change the error message shown to customers for blocked items?

Yes. Merchants can customize this message by navigating to Return admin:

• Go to Warranty page > Error messages > Not eligible for warranty

The changes in the error message take effect immediately. 

5. Is there a way to view all items that have been blocked from warranty claims?

Currently, there is no dedicated view or report that lists all blocked items. If needed, merchants can review their past warranty rejections to identify the blocked items. However, if visibility into blocked items becomes important for operations, collect the product feedback and escalate to the product team.

Updated on: 01/05/2026