Flooring defect / warranty request Workflow

How do I set up this workflow for my flooring business?

Publish the template in your workspace and it's ready to run immediately — no installation or development work needed. You'll want to assign which team members act as office staff, inspectors, and installers so tasks route to the right people. The public request form and email templates are already built in, so customers can start submitting claims right away.

How long does the inspection booking step take?

Office staff are given a 2-day window to book the inspection visit and assign an inspector once a request comes in. This due date is set on the task itself, so it shows up in the office team's task list until completed. The workflow waits at this step, meaning the record won't move to Inspection Booked status until the visit date and inspector are recorded.

What happens after the inspector assesses the flooring?

The inspector records moisture readings, findings, photos, and a determined cause directly on the task, and the workflow waits until this is submitted. Once saved, the record automatically routes down one of several paths — rectification, manufacturer claim, or not covered — based on that cause. This removes the need for anyone to manually decide next steps.

Can I customise the routing logic or add more cause categories?

Yes. You can describe the change you want in plain English, or edit the routing step directly in the workflow editor. Earlier versions of the workflow are kept, so you can review changes over time.

Who is involved in resolving a manufacturer fault claim?

Office staff are assigned the task of lodging the claim with the manufacturer, with 3 days to record the manufacturer's claim reference. This task doesn't have the workflow waiting on it, so the reference number stays with that task in the record's task list rather than being saved to the main record. The customer is emailed automatically to let them know a claim is being lodged.

What does the customer see and do throughout the process?

Customers submit their initial claim through a public request form with no account required, providing details like site address, flooring product, and photos of the issue. They then receive email updates automatically — an acknowledgement with their reference number, the confirmed inspection date, and a final outcome email depending on whether the case is resolved, claimed, or not covered. They don't need to log in or check a portal at any point.

What happens if the inspector determines the issue is not covered?

The record's status is set to Not Covered, and the customer receives an email outlining the inspector's findings, the determined cause, general advice, and an offer to quote for repair work. This keeps the customer informed even when the claim doesn't proceed to rectification or a manufacturer claim. All of this is captured in the record's timeline for later reference.

How is the rectification work tracked?

When the cause is an installation issue, an installer is assigned a task to carry out the rectification and record what was done along with photos. The workflow waits for this task, and once submitted, the details are saved to the record and the status changes to Resolved. The customer is then automatically emailed to confirm the floor has been fixed.

Can I see the status of all open warranty requests at a glance?

Yes. Each request is a record with its own reference number, status, and full timeline of what happened. Table views and dashboards show records grouped by status, so you can quickly see how many are at New Request, Inspection Booked, Rectification, Manufacturer Claim, or Resolved.