- Manufacturer warranties are brand-funded — you stand behind your products for defects during a coverage period you define.
- Extended warranties are customer-funded — a customer pays at checkout to extend coverage beyond the manufacturer period, and you earn a share of that revenue.
Manufacturer warranties
A manufacturer warranty is coverage you (the brand) stand behind for product defects and durability issues — separate from shipping claims, which cover problems in transit. You define how long products are covered, which products are eligible, and how claims can be resolved. Manufacturer warranties are brand-funded: Order Protection bills you per claim based on the pricing model you choose.Configuring manufacturer warranties
Manufacturer warranties are configured under Settings → Warranties.
- Warranty Contact — the brand email that warranty matters route to.
- Warranty Rules — the Warranty Name and the Global Warranty Length (the default coverage length — for example, 1 year — applied to your eligible products).
- Warranty Resolution Options — toggles for how warranty claims can be resolved: refunds, replacements/reships, and/or store credit. Only the options you enable are offered on a claim.
Product eligibility and warranty length
Your Global Warranty Length applies to eligible products by default. From the Product Warranty Status Overrides card you can fine-tune coverage per product:- Eligibility — mark specific products as included or excluded from warranty coverage. Changing a parent product cascades to its variants.
- Per-product length — give specific products a different warranty length than the global default.
Pricing and billing (brand-funded)
Because manufacturer warranties are brand-funded, Order Protection bills you per claim. This pricing is set in partnership with the Order Protection team — you have view access to it in your dashboard, but it’s configured together with OP rather than edited on your own. Pricing is defined over a claim-value range, with Brand as the payer, and a pricing model that determines how each charge is calculated:
- Cost Per Eligible Order Item — a set amount for each covered item on the claim.
- Amount Per Resolution — a set amount based on the resolution issued.
- Amount Per Order — a flat amount per claim, regardless of item count.
Filing a manufacturer warranty claim
From the customer’s side, filing a warranty claim is straightforward:Select the affected items
Each item shows a “Valid until” date. Items still within their warranty window are selectable; expired items are shown as ineligible.
Describe the issue
For each item, the customer picks What’s the issue with this item? (for example, Damaged or Defective), then a more specific sub-issue type (for example, Broken Lid or Broken Handle), and adds photos and details.
Sub-issue types are configurable per brand — see Claim Sub-Type Setup. For items purchased outside your store, warranty claims use alternate sales channels.
Extended warranties
An extended warranty is customer-funded coverage that extends protection beyond the manufacturer warranty period. Instead of the brand covering the cost, the customer opts in and pays for the longer coverage — and the brand earns a share of that revenue.Offered at the order level (not the product page)
Order Protection sells extended warranties at the order level — as a coverage choice the customer makes once at checkout — rather than as options on each product page. At checkout the customer picks a coverage tier (for example, No Coverage, Basic, or Extended Coverage — which bundles an extended warranty with shipping protection and support), and the warranty applies to the eligible items in that order. You define the available warranty lengths yourself in settings; they aren’t limited to any fixed term.
Pricing (customer-funded)
Extended warranty pricing is configured under Shipping & Extended Warranty Pricing, tiered by cart value. Within each tier you offer one or more warranty length options that you define (for example, 2-year or 3-year), each priced as a percentage of cart paid by the customer, alongside your shipping-protection pricing.
Revenue share
Extended warranties carry a higher revenue share back to the brand than shipping protection — and the reason comes down to how payouts work. Extended warranties have no claim reimbursements: Order Protection doesn’t fund claim payouts on them. The only payout on an extended warranty premium is revenue share, so a larger portion of each premium is returned to you.Shipping protection
A lower revenue share. Part of each premium funds claim reimbursements when shipping claims are approved.
Extended warranties
A higher revenue share. There are no claim reimbursements — revenue share is the only payout on the premium.
The extended-warranty revenue-share percentage is set by Order Protection. Reach out to your Customer Success Manager if you have questions about your rate.
Filing an extended warranty claim
From the customer’s point of view, filing an extended warranty claim is identical to a manufacturer warranty claim. The extended warranty simply pushes the item’s “Valid until” date further out — the customer sees a single combined expiry and files the same way.Manufacturer vs. extended at a glance
| Manufacturer warranty | Extended warranty | |
|---|---|---|
| Funded by | The brand | The customer |
| Coverage period | A length you define | Extends beyond the manufacturer period |
| Where it’s offered | Automatically on eligible products | Chosen by the customer at checkout |
| Where it’s configured | Settings → Warranties (+ product overrides) | Shipping & Extended Warranty Pricing |
| Catalog impact | None | None — sold at the order level by design |
| Revenue | A cost per claim to the brand | The brand earns a share of the premium |
| Filing a claim | Same portal flow | Same portal flow |