Features / Warranty management
Warranty management
When a customer files a warranty claim, Plantorbia does the assembly work and the first read, then stops. It surfaces one of four review states with the reasoning behind it and the full Care Trail. A staff member decides. Plantorbia never approves, rejects, or pays a claim.
Setting your policy
You configure the coverage once: one or more windows with a coverage percentage, for example 60 days at 100% and then 180 days at 50%; species categories you exclude; and whether cover is one-time-only per plant. There is no policy row until you create one, and without one a nursery cannot receive claims.
What a filed claim looks like on your side
A customer files a claim from their app on the specific plant they bought from you. They pick a problem category, died, yellowing, pest, watering, sun damage, or other, add photos and a short note, and submit. It reaches your staff with:
- The problem category, the customer note, and the photos.
- One of four review states, with the reasoning written out.
- The plant's full Care Trail.
- Whether the plant already had an approved claim, for one-time-only policies.
The four review states
On Growth, Plantorbia evaluates the Care Trail and returns one of these. On Basic it returns a simpler policy-window result instead of the full analysis.
Supportive
The Care Trail is consistent with the claim. For example, the customer logged watering on schedule and reported a problem the record does not contradict.
Concerning
The Care Trail points away from the claim. For example, the plant was reported dead after a long stretch with no logged watering and nothing else in the record to explain it.
Insufficient evidence
There is not enough in the Care Trail to lean either way. A plant claimed two days after handoff, with no care history yet, lands here. This is a normal and expected outcome, not a system failure, and it tells staff to decide on other grounds.
Policy excluded
The claim falls outside the coverage you configured, for example past the warranty window or on an excluded species category. Plantorbia flags it and still leaves the decision to staff.
Insufficient evidence is a real and expected outcome. A plant claimed two days after handoff, with no care history yet, will land there, and that is correct. It is not the system failing to decide; it is the system telling your staff there is nothing in the record to lean on, so the call has to be made on other grounds.
A policy hard stop, such as a claim filed past every coverage window or on an excluded species, is reported as its own state rather than dressed up as a judgement about the customer's care. The care read is still shown underneath, so staff see both the policy position and what the record says.
Making and recording the decision
A staff member reviews the claim and chooses approve, reject, or request more information. If they resolve it, they record how: replace, credit, refund, or decline, with notes and, for a replacement, the plant being sent. Plantorbia stores the decision, the resolution, and which staff member made it. That decision and who made it become part of the plant's record, so a later reviewer can see how it was reached.
Plantorbia does not move money. The replacement, credit, or refund is handled by your nursery through your normal process.
Plan limits
Every plan can receive and resolve claims. Basic is capped at 5 claims per calendar month and Starter at 20, both with a policy-window eligibility check rather than the four-state Care Trail reasoning. Growth removes the cap and adds the full analysis. Claims filed during a Growth trial stay accessible if you later move to a lower plan; only new claims past the monthly cap are blocked.