Product fault claims, native to Shopify
Structured fault intake, item-level decisions inside Shopify admin, automated resolutions, and analytics product teams can self-serve — built by ecommerce operators who ran out of patience with inboxes and spreadsheets.
Why Shopify warranty workflows break
Most brands stitch warranties together with helpdesks, native returns, returns apps, or spreadsheets. Those tools were built for different jobs than structured fault claims.
Helpdesks like Gorgias, Zendesk, and Richpanel treat a warranty thread like any other ticket. Tags don't capture which SKU failed, structured fault categories, or automatic Shopify execution when you approve an outcome.
Shopify native returns works at the order level. When only one line item is defective you still need per-item decisions — something native returns won't give you.
Returns apps like Loop, ReturnGO, or AfterShip Returns are excellent when someone doesn't want the product — sizing, preference, changed mind. They aren't built for defect workflows, fault galleries, or supplier-ready analytics.
Spreadsheets are where warranty data quietly dies — no live Shopify connection, no structured fault taxonomy, no automated fulfillment hand-off.
Built because we needed it
Resolvi started inside a $10M+ product brand after ten years of peak-season chaos: part-time staff burning 25+ hours a week on manual claims work, product begging for trustworthy fault data, and customers stuck waiting on email. Today that same workload sits under four hours per peak week with transparent analytics for product and finance.
What a purpose-built fault workflow looks like
Resolvi adds a dedicated warranty layer on top of Shopify — embedded admin UI, theme app extension for customers, and APIs that keep fulfillment accurate:
- Structured claims: Customers submit through a theme-integrated portal with fault categories, product selection, and media attachments.
- Faster decisions: Agents review each Warranty Asset in context — history, LTV, inventory, evidence — without tab hopping.
- Automated Shopify actions: Replacements, refunds, and gift-card store credit fire through Shopify's APIs at approval time.
- Warranty intelligence: Fault analytics and gallery search give product and manufacturers proof, not anecdotes.
Not sure how this differs from your returns stack? Read warranty claims vs returns →
Execution that stays correct
- Draft Orders: Created with the correct variant, address, and discount via the Shopify API
- Store Credit: Issued through Shopify's official Gift Card API — tracked and secure
- Inventory check: Stock levels verified before approval so you never promise what you can't ship
Frequently Asked Questions
Can I approve some items and deny others in the same claim?
Yes. Resolvi treats each item as its own Warranty Asset. You can approve item A for replacement, deny item B, and offer store credit for item C — all in a single claim.
What happens when a replacement item is out of stock?
Resolvi checks inventory before you approve. If the variant is out of stock, you see a warning and can substitute a different variant or offer store credit instead.
Does Resolvi replace our helpdesk?
No. Resolvi handles structured fault intake, item-level decisions, and automated Shopify execution. Richpanel is integrated today; Gorgias and Zendesk are on the roadmap. Your helpdesk still owns general customer conversations.
How does Resolvi connect to Shopify?
Resolvi installs as a Shopify app and connects via the official Shopify API. It reads order data, creates draft orders for replacements, and issues store credit via the Gift Card API. All within Shopify's security model.
How is this different from a returns app?
Returns apps optimise for refunds and exchanges when someone doesn't want the product. Resolvi optimises for defects — structured fault types, evidence, partial approvals, and downstream analytics. See the comparison →
Can stockists submit claims?
Yes, on Pro and higher. Tag stockists in Shopify to give them portal access so every channel rolls up to the same manufacturer-controlled workflow.