Register Product and Update Warranty - Check Basecamp for updates¶
Once the customer receives the product, they will need to manually register it and update the warranty.
Note: Register ≠ Verify Warranty (see Internal Information below).
Help Center - How Do I Register My Products?
There are two types of orders: one is purchased from Positive Grid's official website (Shopify), and the other is purchased from dealers or retailers (B2B). The purchase channel slightly affects the page display.
Register the product online¶
All the product can be registered on the My Product page.
Shopify Order:¶
The customer can register the product associated with their order.
When the website syncs with the delivery status from the 3PL (third-party logistics), products should automatically appear listed. However, the delivery status from the 3PL doesn't update on the website all the time. This means the delivery status shown online might not always be accurate.
See also: Delivery status from 3PL (third-party logistics)
For example, if a customer receives their Spark 40 on Monday and wants to register it right away, they are not able to find that the product listed on 'My Product' page. This is because the 3PL status hasn't updated to show the delivery as complete yet.
In this case, the customer will click 'REGISTER NOW' on the empty 'My Product' page.
Another issue occurs if the 3PL status updates are synced with the website on Tuesday. This can result in the product being listed twice on the 'My Product' page, causing confusion for the customer.
B2B Order:¶
Since there is no record on our end, the page will be empty. The customer need to click "REGISTER NOW" to register their product.
Shopify Order + B2B Order:¶
If the customer purchase first product from Positive Grid's website before and purchase second product from retailer, they will not be able to find the "REGISTER NOW" button on their My Product page.
Please guide them register the product via the "Register Your Product" page
Register the product by by connecting it to the Spark app.¶
The customer can also register the product by connecting it to the Spark app. The process is basically the same as registering the product online; however, the Spark app will recognize the serial number and automatically fill it in.
Shopify Order:¶
The customer can register the product associated with their order.
B2B Order:¶
Since there is no record on our end, the page will be empty. The customer need to click "REGISTER NOW" to register their product.
Shopify Order + B2B Order:¶
If the customer purchase first product from Positive Grid's website before and purchase second product from retailer, they will not be able to find the "REGISTER NOW" button on their My Product page.
Please guide them register the product via the "Register Your Product" page
240524: This portal will be added to the "My Account" page soon.
Verify the warranty¶
Once the product is registered, the customer need to verify the warranty by clicking "UPDATE WARRANTY" button.
Shopify Order:¶
All the information will be automatically filled in.
B2B Order:¶
Since there is no order record on our end, the customer needs to manually fill in the order information.
Shopify Order + B2B Order:¶
If the customer purchase first product from Positive Grid's website before and purchase second product from retailer, they will not be able to find the "REGISTER NOW" button on their My Product page.
Please guide them register the product via the "Register Your Product" page
Internal Information¶
Under normal circumstances, the registration process should include warranty verification.
However, Positive Grid's current goal is to collect as much information as possible. That's why we've decided to separate the "registration" and "warranty verification" processes to simplify registration.
So registering the product doesn't mean the warranty status is calculated. After registering, the customer needs to verify the warranty.