Features / The Care Trail
The Care Trail
The Care Trail is the record a warranty claim is reviewed against. It pulls together everything that has happened to a claimed plant into one timeline, and it never pretends a customer's own account of what they did is the same as an event the system watched happen.
What goes into it
For each plant a customer has claimed from you, the Care Trail combines:
- System-observed events: reminders sent, diagnoses completed, support threads opened, warranty claims filed, and the claim from the handoff itself.
- Customer-reported care: waterings and fertilizings the owner logged, and conditions or problems they reported.
- Nursery-recorded events: staff notes on a claim, and the warranty decision with who made it.
- A watering-compliance read: how many scheduled waterings fell in the weeks before a claim, and how many have a matching logged action.
It is assembled at read time from the plant, its events, its reminders, and its support and warranty history. It is a query over what already exists, not a separate log you have to trust stays in sync.
Three sources, kept distinct and weighted differently
This is the part worth being clear about. Plantorbia does not treat every entry in a plant's history as equally strong evidence. Each event carries its source, and that source stays visible in the timeline and in the reasoning a reviewer reads.
System-observed events
Examples: Reminder sent, diagnosis completed, support thread opened, warranty claim filed, plant claimed from a handoff.
Weight: Recorded by Plantorbia as they happen. Not self-reported, so they carry more weight as fact.
Customer-reported care
Examples: Watering logged, fertilizing logged, a condition or problem reported by the owner.
Weight: The customer's own account of what they did. Useful context, but weighted as a claim rather than a confirmed fact.
Nursery-recorded events
Examples: Staff notes on a claim, and the warranty decision itself with who made it.
Weight: Added by your team during review and kept in the record, so a later reviewer can see how a decision was reached.
Why the distinction matters in a claim
A customer who says "I watered it every week" is giving you useful context, but it is their account, and the system did not see those waterings happen. A reminder that was sent, a health check that was run, a support thread that was opened: those are things Plantorbia recorded as they occurred. When the two disagree, for example weekly reminders went out for a month and the customer logged nothing and later reported the plant dead, the reasoning shown to your staff will name that gap specifically rather than average it away.
Being honest about this is a feature, not an admission. A record that quietly upgraded self-reported care to fact would produce confident recommendations that fall apart the first time a customer disputes one.
Who can see it
The Care Trail timeline is visible to your staff on every claimed plant, on every plan. It also feeds the support inbox, so a thread opens with the plant's history already assembled. What differs by plan is the warranty reasoning built on top of it: Basic and Starter both get a policy window check, Growth gets the four-state Care Trail analysis.