Configure warranty, replacements and evidence

Set deadlines, repeat-claim handling, real product variants, custom questions and photo or video requirements.

1
Enable warranty and set its duration
Open Returns & Exchange settings. Enable warranty and enter its duration in days. In «Request rules and customer form», choose order date or confirmed delivery date. Missing delivery dates are flagged for staff verification. Turning warranty off removes warranty submissions, while normal return/exchange rules continue. These settings apply to Moyafa's native returns page; an external returns portal keeps its own rules.
2
Choose late and repeat request rules
Expand «Requests after the policy deadline» and enter extra review days separately for refunds, exchanges and warranty. Zero means no late submissions. Set the completed warranty-claim limit per customer (0 = unlimited), then choose staff review or block after the limit. A rejected or pending request is not a completed warranty claim. A case recorded as settled remains completed after closing. Staff see prior request counts, completed claims and imported warranty categories on the ticket. History includes Moyafa/imported records, not unseen claims from other systems. A second request for the same order requires enabling the repeat-order option and finishing the previous case; staff still check earlier quantities and benefits.
3
Use real variants or ask for specifications
Choose «Connected product variants with their SKU» to offer the original product's synced options from Salla, Zid or Shopify. Each combination (for example 256 GB / blue or 220 V / model X) uses its real SKU. Known out-of-stock, hidden and ambiguous choices are excluded; staff confirm live stock and price differences before shipping. Sync the catalog after changing product options. Alternatively use the existing replacement-detail label and choices for a written request. Up to six extra required/optional questions can collect a serial number or fault description, as text or a choice list. Those answers do not create or reserve a SKU. Product exceptions can override the store settings for one product.
4
Require photos, video, or both
Photo and video requirements are separate: optional, damage/defects/warranty only, or every request. Add Arabic and English instructions such as ‘Show all unopened units’ or ‘Record the serial number and demonstrate the fault’. Videos accept MP4, MOV and WebM up to 25 MB; a request holds up to five files in total. Files are private and visible to authorized staff in the ticket. A valid upload is required when configured, but staff review whether its contents meet the instructions. Turn on and share the returns page; the WhatsApp guided flow sends customers there when advanced rules need the form.
5
Analyze and export real cases
Open Analytics → Returns. Filter the period and products to see return reasons, product trends, processing times and warranty counts. Export case details or the individual report tables as CSV. Recorded refunds appear only with financial permission; they reflect refunds recorded by staff, not an automatic bank reconciliation or payment. All requests remain subject to review: receiving a form does not automatically approve a refund, replacement or warranty benefit.
Return settings Return analytics

Set deadlines, repeat-claim handling, real product variants, custom questions and photo or video requirements.

Enable warranty and set its duration

Open Returns & Exchange settings. Enable warranty and enter its duration in days. In «Request rules and customer form», choose order date or confirmed delivery date. Missing delivery dates are flagged for staff verification. Turning warranty off removes warranty submissions, while normal return/exchange rules continue. These settings apply to Moyafa's native returns page; an external returns portal keeps its own rules.

Choose late and repeat request rules

Expand «Requests after the policy deadline» and enter extra review days separately for refunds, exchanges and warranty. Zero means no late submissions. Set the completed warranty-claim limit per customer (0 = unlimited), then choose staff review or block after the limit. A rejected or pending request is not a completed warranty claim. A case recorded as settled remains completed after closing. Staff see prior request counts, completed claims and imported warranty categories on the ticket. History includes Moyafa/imported records, not unseen claims from other systems. A second request for the same order requires enabling the repeat-order option and finishing the previous case; staff still check earlier quantities and benefits.

Use real variants or ask for specifications

Choose «Connected product variants with their SKU» to offer the original product's synced options from Salla, Zid or Shopify. Each combination (for example 256 GB / blue or 220 V / model X) uses its real SKU. Known out-of-stock, hidden and ambiguous choices are excluded; staff confirm live stock and price differences before shipping. Sync the catalog after changing product options. Alternatively use the existing replacement-detail label and choices for a written request. Up to six extra required/optional questions can collect a serial number or fault description, as text or a choice list. Those answers do not create or reserve a SKU. Product exceptions can override the store settings for one product.

Require photos, video, or both

Photo and video requirements are separate: optional, damage/defects/warranty only, or every request. Add Arabic and English instructions such as ‘Show all unopened units’ or ‘Record the serial number and demonstrate the fault’. Videos accept MP4, MOV and WebM up to 25 MB; a request holds up to five files in total. Files are private and visible to authorized staff in the ticket. A valid upload is required when configured, but staff review whether its contents meet the instructions. Turn on and share the returns page; the WhatsApp guided flow sends customers there when advanced rules need the form.

Analyze and export real cases

Open Analytics → Returns. Filter the period and products to see return reasons, product trends, processing times and warranty counts. Export case details or the individual report tables as CSV. Recorded refunds appear only with financial permission; they reflect refunds recorded by staff, not an automatic bank reconciliation or payment. All requests remain subject to review: receiving a form does not automatically approve a refund, replacement or warranty benefit.

Return settings Return analytics