“Is it covered by warranty?” Answering warranty questions on WhatsApp before a sale
Separate warranty duration, coverage and service responsibility so a Salla shopper gets a useful answer without an invented replacement promise.
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A duration is not a complete answer
When a shopper asks “Does it have a warranty?”, identify the exact product and model first. Then answer from that product’s approved terms: who provides the warranty, what it covers, how long it lasts and how a service request starts. If a detail is missing, say what needs checking rather than turning “warranty” into an open-ended promise.
The aim is to help someone understand the purchase before paying. This is a workflow for store replies, not legal advice or a substitute for the applicable terms.
Separate three different questions
A coffee-grinder shopper may be asking about a motor failure. Another may mean “Can I return it if I don’t like it?” A third wants an immediate replacement at a branch. Those questions need different sources.
| Shopper question | Source to check |
|---|---|
| Who repairs it if it breaks? | The service provider and contact procedure. |
| Can I return it if it does not suit me? | The applicable returns policy, not the warranty period. |
| Will you give me a new one immediately? | An approved replacement procedure and turnaround for this product; do not invent either. |
For an opened-product return, read the existing guide on returns after opening rather than repeating that policy here.
Prepare one answer card for each set of terms
In your team’s reference, record the model, warranty provider, duration and start point as stated in the source, relevant coverage and exclusions, and the service-request route. Include the source link and review date. A similar product name or photograph is not evidence that the terms are identical.
If the supplier page does not establish who pays to transport an item for service, do not promise free shipping. If a case needs inspection, explain that without deciding in advance whether the fault is covered. A general pre-purchase question does not require identity documents or payment information.
Replace “full warranty” with a useful answer
Written illustration, not a customer conversation or a recorded TajirTalk output.
Question: “Does this grinder have a warranty? Will you replace it if it breaks?”
Avoid: “Of course, full warranty and immediate replacement.”
After checking the terms: “For [model], the warranty is provided by [provider] for [duration stated in the source] and covers [verified coverage]. Service requests begin through [approved route]. Immediate replacement is not guaranteed; the applicable process depends on the case. Here are the detailed terms: [link]. Is this the model you mean?”
Remove unverified fields and never send the brackets. Where information is missing, make the next step explicit: “I’ll check whether transport costs are included before confirming that.”
Put verified answers into TajirTalk
TajirTalk uses merchant-written FAQs for AI replies, alongside product knowledge and human-handoff settings. Use a specific question such as “What is the warranty for [grinder model]?” rather than a broad answer that could appear to cover the entire catalogue.
In the playground, test a straightforward question, a demand for immediate replacement and a model with no available terms. Read the full replies. Do they distinguish returns from warranty service, acknowledge missing information and call for staff review where needed? Adding an FAQ does not guarantee that every wording will produce a correct answer.
Start with one frequently asked-about product
Review that product’s answers before expanding the reference. When terms change, update the source and the FAQ. Do not assume that editing an external supplier page updates the FAQ you entered manually.
