FAQ and troubleshooting
Common questions
Do I need to update the app? No. Wix updates the app for you when a new version is released - you always run the latest one. These guides were written for version 4.9.
Will installing the app change my shop? No. Nothing appears on your site until you place the My Warranty element or share the claim link.
Can customers see each other's data? No. Customers only see their own purchases and claims - either by signing in to your site or by proving an order with the emailed 6-digit code.
Is my customers' data safe? Customer details are stored encrypted, every change is logged, and files are scanned on upload. You control how long files are kept (Settings -> File retention). For the formal details see the privacy link on our website (sanestly.com/legal) and the terms inside the app listing.
Can I try things without touching real cases? Yes - create a test case (tick Test case in the New case window). It uses no quota, sends no emails, and can be deleted afterwards.
Where do I get help? Email [email protected] - include your store name, the case number if you have one, and what you expected to happen.
Something is not working
My old orders are missing. Settings -> Connection & data -> Sync orders now. New orders arrive by themselves; only old ones need this.
A customer cannot open a claim on a product. Check Settings -> Warranty products: either the product is excluded, or your default is "only configured products are eligible" and no rule covers it. Also check the product's aftercare actions under Products -> Configure - customers only see the actions you enabled.
The customer did not get the email. Open the case -> Customer emails card shows each email and its status. Check that the stage is ticked in notification settings and the template is switched on. Test sends always go to your support address, not the customer.
Names do not show in the warranty rule picker. Press Sync catalog on the Products tab first, then pick categories and products by name. If a rule warns that its product or category is missing, it was renamed or deleted in Wix - pick it again.
An engineer report did not file onto a case. It lands in Cases -> Unmatched engineer reports. Enter the case number to link it, or ignore it if it was spam/a test. To auto-link, the form must carry a case number, order number or serial.
I cannot invite a partner / export reports. Those are Pro features - check your plan on the Settings tab under Plan.
"Feature requires a higher plan" message. You hit a plan boundary - see Plans and features for what each plan includes.
Contact support
- Email: [email protected]
- What to include: store name, case number, what you clicked, what happened vs. what you expected, and a screenshot if possible.