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Launch Plan
Warranty and Guarantee Claim Handling
[YourCompany.com] · Customer Support Department · Prepared by FullSpec · [Today's Date]
This Launch Plan sets out everything you need to know about what is being built, how FullSpec will build it, what you need to provide, and what your team's role looks like once the automation is live. It is written for the business owner and process lead, not a technical audience. FullSpec handles the entire build, connection, testing, and go-live end to end. Your job is to grant access to your existing tools, confirm one configuration decision before the build begins, and review the output during testing.
01What you're launching
Right now, every warranty and guarantee claim your business receives requires a support agent to touch it at every step: logging it in Zendesk, sending a manual acknowledgement, looking up the order in Shopify, checking warranty eligibility in a shared Google Sheet, coordinating with warehouse or finance by forwarded email, and finally confirming the resolution back to the customer. Each claim consumes around 84 minutes of combined staff time, and when volumes spike, tickets stall, customers send chasers, and resolutions that should take a day stretch to a week. The automation being built here removes the repetitive admin from that chain entirely, handling claim intake, eligibility checking, routing, and customer communication automatically while keeping manager approval and Xero refund processing with a human where authority is required.
Process
Warranty and Guarantee Claim Handling
Trigger
A customer submits a warranty or guarantee claim via email, web form, or Zendesk portal
Final output
A resolution confirmation sent to the customer via Zendesk, the ticket closed, and the claim logged in the Google Sheets tracker
Agents being built
3 agents: Claim Intake Agent, Eligibility and Routing Agent, Resolution Confirmation Agent
Tools involved
Zendesk, Gmail, Shopify, Google Sheets, Slack, Xero
Volume
Approximately 55 claims per month
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02How the build works
The build follows four sequential stages: Connect, Build, Test, and Launch. FullSpec leads every stage. You will be asked to provide tool access at the start and to review test results before go-live. The total build is estimated at 38 hours of FullSpec effort spread across approximately four weeks, using the Standard build option selected for this process. The two steps that remain manual after launch are the manager's approval decision for high-value or out-of-scope claims in Slack, and the finance team's refund entry in Xero. Everything else runs automatically.
Complexity level: Moderate. Estimated delivery window: 15 to 20 business days. The delivery clock starts at the close of Connect, not payment. Connect does not close until FullSpec has confirmed access to all required tools and your warranty rules are documented.
1Connect
Business days 1 to 3
FullSpec
Sends you a secure credential request for Zendesk, Gmail, Shopify, Google Sheets, and Slack. Reviews your claim form fields and maps them to ticket fields in Zendesk. Documents escalation thresholds and refund authority limits. Confirms the warranty rules table structure in Google Sheets and flags any gaps before the build begins.
You
Grant API or admin access to each tool using the guided instructions FullSpec provides. Share a copy of your current warranty rules or confirm where they live in Google Sheets. Confirm the value threshold above which manager approval is required. No technical knowledge is needed at this stage.
2Build
Business days 4 to 12
FullSpec
Builds the Claim Intake Agent first: monitors Gmail and the Zendesk form queue, extracts claim data, creates a structured Zendesk ticket, and sends the acknowledgement email. Then builds the Eligibility and Routing Agent: Shopify order lookup, Google Sheets warranty check, resolution classification, Slack approval message for out-of-scope claims, and tracker update. Finally builds the Resolution Confirmation Agent: triggered by manager approval or auto-approve, sends the resolution email via Zendesk, and closes the ticket.
You
No action is required during the build phase. FullSpec will reach out only if a tool connection fails or a warranty rule is ambiguous. You do not need to be available daily.
3Test
Business days 13 to 17
FullSpec
Runs the full automation against 20 sample claims covering standard warranty approvals, out-of-scope escalations, ineligible claims, and missing order records. Confirms the Slack timeout escalation fires correctly if a manager does not respond within the configured window. Delivers a test summary and hands the SOP runbook to your support lead.
You
Review the test summary and confirm the outputs look correct: that acknowledgement emails match your tone, Zendesk tickets are structured as expected, and Slack approval messages contain the right information. Flag any changes before go-live sign-off.
4Launch
Business days 18 to 20
FullSpec
Switches the automation to live on your real claim inbox and Zendesk form. Monitors the first 48 hours of live traffic to confirm all agents are triggering correctly and no claims are being misrouted. Provides a go-live confirmation and confirms ongoing monitoring is active.
You
Notify your support team that the automation is live and that manual logging, acknowledgement emails, and order lookups are no longer needed for standard claims. Managers should expect Slack approval requests for out-of-scope claims. Finance continues processing refunds in Xero as before.
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03What FullSpec needs from you
FullSpec only needs access to your existing tools. No technical knowledge is required from you or your team. The guided setup instructions sent during Connect will walk you through each access step in plain language. All credentials are handled securely and are never stored beyond what the automation platform requires to operate.
Zendesk
Admin-level API token or OAuth access so FullSpec can create and update tickets and send messages through Zendesk
Before Connect closes
Gmail
OAuth connection to the monitored claims inbox so the automation can read incoming claim emails and send acknowledgements
Before Connect closes
Shopify
Read-only API key with access to orders so the Eligibility Agent can look up purchase dates, product SKUs, and order totals
Before Connect closes
Google Sheets
Editor access to the warranty rules sheet and the claims tracker so the automation can read eligibility rules and write resolution outcomes
Before Connect closes
Slack
Bot token with permission to post to the manager approval channel and read button responses for approve or reject actions
Before Connect closes
Xero
No automation connection required at this stage. Xero refund processing remains a manual step for your finance team
Ongoing, manual
The one configuration decision you must confirm before Connect closes: what is the dollar value threshold above which a claim must go to a manager for approval rather than being auto-resolved? This threshold controls the Slack escalation logic in the Eligibility and Routing Agent. Without it confirmed, FullSpec cannot finalise the routing rules and the Build stage cannot begin.
04Your role once live
Once the automation is live, the day-to-day claim handling workload for your support team drops significantly. The table below sets out what each party is responsible for on an ongoing basis and what is no longer a manual task.
Role
Ongoing responsibilities
What you no longer touch
You (business owner and support team)
Review and respond to Slack approval requests for high-value or out-of-scope claims. Process refunds in Xero once a resolution is confirmed. Keep the warranty rules table in Google Sheets up to date when product lines or warranty periods change. Review the claims tracker in Google Sheets for visibility of volumes and trends.
Manual claim logging in Zendesk. Sending acknowledgement emails. Looking up orders in Shopify. Checking warranty eligibility in the spreadsheet. Emailing warehouse or finance teams with claim details. Updating the claims tracker after each resolution. Sending resolution confirmations to customers.
FullSpec
Monitor automation health and alert you if any agent fails or a claim is unprocessed for longer than expected. Apply fixes if a tool API changes or a connection drops. Provide support via support@gofullspec.com for any operational questions or adjustment requests.
Not applicable. FullSpec does not handle customer-facing claim decisions or Xero refund processing.
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05What success looks like
The table below shows what your team should expect to see at each milestone after go-live, and the signs that confirm the automation is performing as intended.
Timeframe
What to expect
Sign of success
Week 1
The automation handles its first live claims. Acknowledgement emails go out within two minutes of submission. Zendesk tickets are created and structured correctly. Slack approval messages arrive for any claims above your confirmed threshold. Your support team stops manually logging incoming claims.
Zero claims waiting in the inbox without a Zendesk ticket. No customer chaser emails sent within the first 48 hours of a claim being submitted.
Month 1
Approximately 55 claims processed through the automation. The claims tracker in Google Sheets shows live status for every open claim. Manager approval responses via Slack are completing the routing path correctly. Support agent time spent on claims drops from 7 hours per week to around 1 hour per week.
Staff report no manual order lookups or acknowledgement emails sent. Claim resolution time is consistently same day or next business day for standard claims.
Month 3
Around 165 claims processed through the automation since go-live. Approximately $4,250 in support staff overhead recovered. The Slack timeout escalation rule has been tested in real conditions. Warranty rule updates in Google Sheets are being applied correctly by the Eligibility Agent without any rebuild needed.
Build cost is tracking toward full payback within four months of go-live. Customer acknowledgement time is consistently under two minutes. No claims are stalling or going unresolved beyond the agreed SLA.
If the Google Sheets warranty rules table is not kept current when product lines or warranty periods change, the Eligibility and Routing Agent will apply outdated logic. This is the one maintenance task that sits entirely with your team after go-live. FullSpec will flag this in the SOP runbook and can provide a simple update guide on request.
Next step: FullSpec will send you a secure tool access request within one business day of this plan being confirmed. Complete the access steps and confirm your manager approval threshold, and Connect will close so the build can begin. If you have any questions at any point, contact the FullSpec team at support@gofullspec.com.
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