Warranty Replacement Flow via Helpdesk

The Warranty Replacement Flow via Helpdesk is a powerful enhancement that streamlines the handling of product replacements under warranty. It introduces a dedicated “Replacement” action button directly within Helpdesk tickets, allowing customer service teams to efficiently initiate a product replacement process for warranty claims—without the need for manual Sales Order creation or backend navigation.

When a support agent determines that a product qualifies for replacement under warranty, they can now click the “Replacement” button, which will automatically generate a zero-cost Sales Order. This order includes the relevant customer, product, shipping address, and other details from the Helpdesk ticket, ensuring consistency and reducing data entry errors.

The flow also mirrors the Shopify-style replacement process, where products are shipped out seamlessly using the standard Odoo delivery carrier integrations. Shipping labels, tracking numbers, and email notifications are handled just as they would be for any other sale—ensuring your customers receive timely updates and full visibility on their replacement shipment.

Key Capabilities

• One-click Replacement Trigger from Helpdesk ticket.
• Zero-value Sales Order generation linked to the Helpdesk case.
• Automatically uses same shipping address and method as the original order.
• Full carrier integration with tracking, BOLs, and notifications.
• Maintains clear audit trail linking original sale, ticket, and replacement order.
• Helps ensure warranty policy enforcement, preventing abuse or duplication.

Business Benefits

• Greatly reduces manual effort and speeds up warranty claim processing.
• Provides better customer experience with faster resolution and real-time tracking.
• Improves traceability and ensures consistent documentation across modules.
• Aligns your internal workflow with modern D2C platforms like Shopify, ensuring parity for support teams working across channels.

This feature is ideal for companies offering product warranties and looking to bring structure, speed, and visibility to their after-sales service processes.