How does it work?

Once we've completed your onboarding, we'll activate the warranties on your products. This allows your customers to purchase warranties at the same time they buy the products from your store, paying for them in the same transaction. We'll periodically bill you for only the cost of the warranty, ensuring you retain the agreed-upon revenue share on the sold warranties.

We are proud to provide the world's only completely hands-off program for merchants.We take on the financial risk and manage all the operations related to the warranties, including applying warranties on your products as your inventory changes and handling claims. If a customer encounters a problem with a product under warranty, they'll reach out to us. We will then take the necessary steps to either repair or replace the product, without any required involvement from you, freeing you to focus on your core business activities.

What are the merchant benefits of extended warranty or product protection?

Offering a product protection plan safeguards your customers' investments against a broad spectrum of potential issues for an extended number of years, giving them peace of mind. For merchants, the benefits include:

What does the onboarding process look like?

The onboarding process will vary slightly depending on your specific sales channels, but the general steps are as follows:

Are there any prerequisites for merchants to offer warranties?

Merchants must meet certain conditions before they can offer warranties:

How long does it take to start offering warranties?

After completing the onboarding process, warranties can typically be activated on your products within two business days for most sales channels. This is especially quick on ecommerce platforms such as Shopify, WooCommerce, and BigCommerce.

If you operate through an independent website without a standard e-commerce platform, the timeframe will depend on how quickly you can integrate our widgets or APIs. Generally, this process is completed in less than two weeks.

Do merchants pay for claims?

No, SureBright and its underwriters manage all financial risks and claims.

Do I need to manage the program?

No. We manage all warranty operations, including updating your product warranties as your inventory changes. While you can be as involved as you wish and oversee various elements of the program, our service is intentionally designed to be hands-off. This allows you to concentrate on your main business activities without any disruptions

Do merchants require technical knowledge?

In most cases, merchants aren't required to have technical knowledge, such as if they are using e-commerce platforms like Shopify. SureBright handles all aspects.

How do I know what products to offer warranties on and at what price? How do I create the best UI for offering warranties?

We handle the entire process for you. We use our data and insights to recommend the most suitable warranty plans and pricing for various products. Additionally, we tailor the user interface for warranty offerings. While you have the flexibility to make reasonable adjustments, we advise sticking with our recommendations, as they are time-tested with hundreds of retail stores and have a track record of success for both merchants and customers.

What sales channels does SureBright support?

SureBright is versatile, accommodating various sales channels, including e-commerce platforms and physical stores. For specifics, please refer to the detailed list provided at the end of this FAQ.

What countries does SureBright support?

Currently, we can support all states of the USA and all provinces of Canada. Towards the end of 2024, we are expanding to other countries such as UK, Australia, and New Zealand.

How can customers purchase the product protection plan?

For online merchants, the warranty can be offered through various methods:

For in-store purchases, salespeople can directly offer warranties supported by systems like Shopify POS, Shopify Draft Orders, or our dedicated merchant portal. Tell us about your offline sales approach, and we’ll tailor our support for you.

Can customers purchase an extended warranty after buying a product?

Yes, customers have 30 days post-purchase to decide on an extended warranty. A unique link for warranty purchases is sent via follow-up emails for online purchases. This link simplifies the buying process and works even if initially skipped at purchase. Customers should check their emails, including Spam/Junk folders. For in-store purchases, customers can contact us or the retailer through any supported communication mode (email and website).

How are customers informed about coverage after purchase?

Once a purchase is made, we email customers all the information they will ever need for the warranty,

Where can I find coverage details and terms and conditions?

Customers can log in to the Customer Portal using the same email address they used to purchase and access all the details. Customers can also email support@surebright.com, initiate a chat on our website, or call us anytime at 855-306-4874 for assistance.

How can customers file a claim?

Customers can file a claim by any of the following steps,

When customers buy warranty plans, we send them all the coverage details, including the steps to file a claim.

What occurs after a claim is filed?

Once a customer files a claim, our adjudicator adjudicates the claim in line with the warranty plan terms. If it’s a valid claim, we either provide the repair or replace the product. When neither repair nor replacement is possible, we will refund the customer the equivalent product price they paid. The repair process depends on the product and the customer’s location. We might come to the customer’s location to repair it, ask the customer to visit a repair center or ship the product. If the product needs to be shipped, we cover the shipping expenses.

What will happen if the customer cancels or returns a protected product?

If a product is returned within 30 days, customers receive a full refund for the protection plan. After 30 days, refunds are pro-rated based on the plan's terms.

Can customers cancel their plans?

Customers can cancel within 30 days for a full refund or afterward for a pro-rated refund. Terms may differ by plan, especially if a claim has been made.

What will be covered by the product protection plan during the manufacturer warranty?

During the manufacturer warranty term, SureBright will cover anything that’s not covered under the warranty and is listed in your product protection plan. You can always reach out to us for any specific issue, and we will be able to guide you appropriately.

What is the difference between Breakdown and Accidental Damage Plans?

What if a customer contacts a merchant?

Please ask them to refer to the email we sent when they purchased the policy. It has all the details on how they can reach us. Customers can log in to the Customer Portal using the same email address they used to purchase and access all the details. They can also email support@surebright.com, initiate a chat on our website , or call us anytime at 855- 306-4874 for assistance.

What other warranty products can I offer?

We are a one-stop shop for all your warranty and insurance needs. You can pick and choose any program you want to offer. Our main programs are,