Warranty claim reply template
Use this template when a customer reports a defective product, asks whether the item is covered by warranty, requests a repair, or wants a replacement after normal return timing has passed. The reply should acknowledge the issue, ask only for warranty-safe details, and explain the review path without promising a repair or replacement before eligibility is confirmed.
Template
Hi [Name], Thank you for contacting us about the issue with [product]. We are sorry the item is not working as expected. We can review this under the warranty policy. Please send [proof of purchase / order number / product photo / serial or model detail / description of the issue] so we can confirm eligibility and the next step. You do not need to send full payment details, passwords, or unrelated personal information. After the review, we will confirm whether the available option is [repair / replacement / replacement part / troubleshooting / return for inspection / not covered under warranty] within [timeframe].
Short version
We are sorry the product is not working as expected. We can review this under the warranty policy. Please send [safe warranty detail], and we will confirm the available repair, replacement, inspection, or troubleshooting option within [timeframe].
Before sending
- Confirm the warranty window, product category, purchase channel, and excluded damage rules.
- Ask for only the evidence needed to review coverage, such as proof of purchase, product photo, or model detail.
- Separate warranty eligibility from final repair, replacement, or refund decisions.
- Do not collect full card numbers, account passwords, identity documents, or private troubleshooting screenshots unless legally required.
A warranty claim reply should make the review path clear while keeping repair, replacement, inspection, and refund outcomes tied to confirmed policy.