Publish the warranty in plain words
Say how long it lasts, what it covers and what it does not. Put the policy where customers buy and where they ask for help, so claims start from the same understanding.
Ask for proof of purchase and a photo
Request the order number or receipt and a clear photo or short video of the fault in your first reply. It prevents a second round of questions and speeds up the decision.
Decide repair or replace
Set a default, such as replacement for items under a certain value and repair for the rest. Allow agents some discretion for upset customers within a set limit.
Make returns easy
Send a prepaid label or clear instructions in the same message as the decision. Delays at this step cause more anger than the original fault.
Keep customers informed
Tell them when the item is received, when the decision is made and when the new one ships. A short update at each step prevents chasers.
Track faults by product
Tag each claim with the product and the fault. A cluster on one batch or part is a quality problem to pass to the product team.