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Your customer says what went wrong, picks the product and the part, adds photos and video, and tells you what they'd like done. Docutize checks each part's cover against their registered product and their order, flags anything odd, and keeps them posted from submitted to resolved.
Parts requested
Evidence
Claim checks
A closer look
Everything needed to decide, on one screen, before anyone reads the description.
Parts requested
Evidence
Claim checks
Where the claim is
Submitted, Processing, Dispatched, then Resolved with its outcome. The customer sees the same tracker on their claim page and gets an email at each step.
Cover checked per part
Each requested part against the registration and the product's warranty months. Out-of-warranty parts are flagged or blocked, your choice.
Photos and video, right there
What the customer sent, in the sizes your team needs to judge the claim.
Checks done for you
Matched to an order, delivery country against the claim's, and repeat claims in 90 days, so the odd one out stands out.
Six request types in the dashboard, the wizard on the left is what your customer sees.
Which product is it?
Which part?
Add some pictures
Delivery address
Pick from what they own
The wizard lists the customer's own registered products and serials, so the claim starts matched. Can't see it? Find the order by number and email, right there.
A part from your catalogue, with its picture
Parts and quantities from the product's own parts list, so cover can be checked and the right thing shipped. A part that isn't listed is described in words, and tidy with AI reads it into the list for your team.
Evidence, with video
Photos and video up to 100 MB each, from a phone's camera or a computer. Off, optional or required per type.
Steps that appear when needed
The parts step runs only when the product has parts; the solution step only when the type offers a choice; the address only when something will be sent.
Every type, yours to tune
Name, intro, fault reasons, photos, the solutions offered and the parts step, per type. Switch a type off, or reset it to the preset.
Warranty management software is where a brand takes in warranty claims, checks each one against what the customer bought and what's still covered, decides, sends the fix and keeps the customer posted. You'll also hear it called warranty support software, warranty claims software or warranty tracking software. For a brand that makes physical products, it takes the place of the shared inbox, the spreadsheet and the order lookup every claim used to need.
Docutize is warranty management software for hardware brands: brands whose products have serial numbers, spare parts and manuals. Claims sit beside your help center, your support inbox and your repair guides, all reading from the same products, orders and customers.
A help desk starts from the message. It's good at conversations, but it doesn't know which product a customer owns, which part failed or whether that part is still covered, so your team looks all of that up by hand on every claim.
A returns app starts from the refund. It's built for exchanges and money back, which suits fashion and beauty. Hardware warranty work is mostly repairs and replacement parts: the right part, checked against its own cover, shipped to the right address.
Docutize starts from the product. See how it compares with a general help desk, and with email and spreadsheets.
Brands that make physical products and sell them online: consumer electronics and smart home, 3D printers and maker hardware, small appliances, e-bikes and e-scooters, outdoor power equipment, fitness equipment, audio, drones and tools. Usually a small team that wants its customers looked after the way a much bigger company would. See how Makertech 3D uses Docutize.
If you sell software, or handle a few claims a year, a general help desk or a spreadsheet may be all you need for now.
Both, in one product. Warranty claims sit beside a help center that answers from your own manuals and a support inbox for your team, so a customer's questions, orders and claims are all in one place. See every part.
Yes. Connect your Shopify store and your orders come in, so a customer's purchases register themselves when they sign up. Not on Shopify? Import orders from any CSV export. See the integrations.
Yes. A claim is tied to a customer and their registered product, so they sign up on your help center first. Your team can also file a claim for a customer from the dashboard.
Your choice, in your warranty settings: allow it and flag the part for your team, or block it and tell the customer. Docutize never decides a claim; it shows your team what it found.
They ask in words, with a file if they like. AI drafts the new answers, and nothing changes until someone on your team approves it.
Each plan includes a monthly allowance, and claims are never blocked: each one over the allowance costs 15¢. See the pricing page.
Yes. Analytics, on every plan, shows your most claimed products, the reasons customers give and the parts they ask for, and a click on a count opens the claims behind it. How analytics works.
Yes. Return is one of the six request types, next to Faulty item, Damaged in transit, Missing parts, Wrong item and Something else. If refunds and exchanges are most of what you handle, a dedicated returns app may suit you better.
The rest of Docutize
Every part reads from the same products, orders, documents and customers.
Docutize opens to new brands soon. Join the waitlist and we'll email you when it does.