Overview
When a customer reports a potential warranty issue, it is the responsibility of the Customer Care team to initiate and manage the warranty claim process.
This guide outlines the steps required to ensure claims are properly documented, reviewed, and resolved according to Castico’s internal procedures.
Step 1: How Customers Report Warranty Issues
Customers may notify Castico of a potential warranty issue through the following methods:
Self-Help/Themselves: Submission of a Warranty Submission Form.
Customer Care: Direct contact with the Customer Care team (phone, email, or Chat) using the CC Warranty Claim Form
Through a retail partner (i.e. Home Depot Representative may contact Castico on behalf of the customer)
Step 2: Initiating a Warranty Claim
Once notified of a potential warranty issue, a Customer Care Specialist must initiate a Warranty Claim in the system.
Each Warranty Claim must log the following details:
LA Ticket ID (corresponding LiveAgent ticket)
Reported Issue (customer’s description of the problem - see Issue Categories & Definitions)
Place of Purchase (POP)
Online: HomeDepot.com, HomeDepot.ca, Castico-TX.com, any other authorized retailer's online site.
Retail: Authroized retailer's physical store locations
Other: B2B Partners, Dealers, any other authorized sellers or builders.
Original Sales Order Number (Affected SOID)
Or, for retail purchases: Store Number and a copy of the purchase receipt
Supporting Notes (customer observation and details, any troubleshooting steps conducted and results)
Supporting Evidence (photos that clearly illustrate the reported defect)
Step 3: Claim Review and Status Management
Once all required information is collected, the warranty claim must be reviewed to determine the appropriate next steps.
| Claim Status | When to Use |
|---|---|
| Warranty Replacement/Repair. | Use when the reported warranty issue is evident/confirmed and the claim is approved for a replacement or repair order under warranty (no charge for product or shipping) |
| Pending Customer Info | Used when the claim is pending necessary information from the customer such as: photos, receipt, description |
| Escalated for Review | If the defect is unclear or further technical review is needed by the Quality and Design or Production teams |
| Return to Store | Used when the customer has reported a potential warranty issue and decides to return the product for a refund or replacement through the original place of purchase (regardless if the claim is validated or not) |
Other - See Notes Used when a warranty claim is denied/not-validated or the issue was fixed without the need for a replacement or repair order
Important:
Claims should not be reviewed for final approval or denial until all required information is submitted.
Complete claims must be reviewed and a decision made within 24-48 hours of receiving full information.
Once the warranty claim is approved, the Customer Care Specialist must:
Update the status to Warranty Replacement/Repair.
Immediately create the corresponding replacement or repair sales order.
If a warranty replacement will be issued due to carrier error where evidence of carrier fault is submitted:
Select 'YES' for Freight Claim Required in the CC Warranty Claim
Attach supporting evidence, which may include:
Photos or videos evidence of delivery, packaging condition and product condition
Carrier Tracking Document
Step 4: Managing Pending Claims
If a claim is missing required information:
Set the claim status to Pending Customer Info.
Postpone the corresponding LiveAgent ticket two business days from the date of customer notification.
If no customer response is received within two days:
Follow up with a reminder requesting the pending information.
If there is still no response by the third business day/third follow up:
Update the claim status to Other - See Notes.
Add a note in both the warranty claim and the LiveAgent ticket stating that the claim was closed due to no customer response.
Send a notification email to the customer informing them that their claim has been closed.
Include instructions that they may reopen the claim by replying to the email or contacting Customer Care and referencing the original Warranty Claim ID.
Step 5: Finalizing Warranty Claims
If all required information is complete, the Customer Care Specialist must review the claim and submit for approval within 24 hours to:
Once approved for a repair or replacement create a replacement sales order (same day).
Claim may be denied if the reported issue is not covered under warranty (with clear documentation).
Notify the customer of the claim decision and next steps.
Important Reminders
Replacement sales orders must be completed the same day the claim is approved.
If an extenuating circumstance arises, if the customer reports an issue that is not listed, or if you are unsure of the proper next steps or resolution, notify your immediate supervisor for further guidance.
Always document all customer communications and updates clearly in both the Warranty Claim record and the corresponding LiveAgent ticket.
Answer and document all TS questions that corresponds to the reported issue.
Escalate issues to the Design & Engineering chat group when a customer cannot provide sufficient photo evidence, evidence does not clearly confirm a defect, the customer is requesting alternative solution options, or the reported issue is outside the listed category or reasons.
If a claim is escalated for review, follow up with the Quality and Design team and monitor for responses to avoid delays. Escalate to supervisor if response or solution is not provided within 48 hours.