Dealer warranty evidence
A warranty claim moves faster when the dealer sends the right evidence the first time. This guide turns a vague photo request into a structured evidence file that a buyer, installer, dealer, and factory support team can all understand.
Before opening a claim
Confirm the public model code, site, installation date, symptom, and whether the sauna should remain in use.
Evidence quality matters
Ask for wide photos, close-ups, labels, screenshots, short videos, and carton marks instead of a random image dump.
Protect the decision trail
Record what was reported, what was inspected, what was replaced, and who approved the next step.
Photo set required before warranty review
Use this table before deciding whether an issue is warranty, installation, shipping damage, user operation, or maintenance. The goal is not to make the buyer do extra work; the goal is to prevent three rounds of follow-up questions.
| Evidence item | What it must show | Use when | Common missing detail |
|---|---|---|---|
| Full product view | Complete sauna, door, heater position, bench, floor/base, and surrounding site. | Any claim where installation or site condition may affect the issue. | Only a close-up is sent, so no one can understand the layout. |
| Model and order reference | Model code, product page, order or invoice reference, delivery date, and site name. | Every claim. | The photo shows the product but not the model or order record. |
| Damage close-up | Crack, dent, loose part, water mark, finish problem, hinge issue, or glass condition. | Visible product or shipping damage. | No ruler, no wider context, no package or delivery label. |
| Heater and controller label | Heater model, kW, voltage, controller model, serial or batch label if visible. | Electrical, heating, controller, spare-part, or certification question. | A front sauna photo is sent but no technical label is included. |
| Controller screenshot | Actual screen, error code, set temperature, timer mode, working status, or blank screen. | Controller issue, overheating report, no-heat complaint, or intermittent shutoff. | Photo is too dark or taken after the unit was powered off. |
| Short video | Startup sequence, door movement, unusual sound, fan movement, breaker timing, or controller behavior. | Intermittent or movement-related issue. | Video is long but does not show the beginning of the fault. |
Warranty evidence intake table
Dealers can copy this table into a service ticket. It gives the factory enough context to decide whether to request more evidence, send a part, involve an electrician, or reject a claim that belongs to installation or operation.
| Field | Dealer entry | Why it matters | Example |
|---|---|---|---|
| Claim type | Heating, controller, glass, door, bench, finish, shipping damage, missing part, spare part compatibility. | Routes the case to the correct reviewer. | Door alignment after outdoor installation. |
| First reported date | Date and time the user first noticed the issue. | Separates delivery damage, installation issue, and use-period issue. | June 18, 2026, after first week of operation. |
| Installation status | Installed by buyer, contractor, dealer, hotel maintenance team, or still in carton. | Installation condition often changes responsibility. | Installed by site contractor on concrete base. |
| Use condition | Runtime, temperature setting, cleaning method, ventilation, outdoor weather, or user load. | Many sauna complaints are operating-condition questions. | Set 80 C, reached 52 C after 50 minutes. |
| Action already taken | Reset, cleaning, adjustment, part swap, inspection, electrician check, or stop-use decision. | Avoids repeating the same step and shows escalation path. | Dealer asked electrician to confirm breaker rating. |
| Requested resolution | Advice, replacement part, credit, repair authorization, documentation, or factory review. | Clarifies what the dealer expects after evidence review. | Replacement hinge kit if base level is confirmed. |
Image naming and folder structure
Good file names make warranty review easier. A dealer should not send ten images named IMG_001. Use model, site, date, issue, and sequence.
| Folder or file | Naming example | Use for | Review note |
|---|---|---|---|
| Case folder | CSA-562-HotelB-door-2026-06-18 | All photos, videos, notes, and emails for one issue. | One folder per issue, not one folder per customer. |
| Wide view | CSA-562-wide-view-01.jpg | Full product and site context. | Take before close-ups. |
| Close-up | CSA-562-door-gap-lower-left-02.jpg | Visible damage or misalignment. | Include ruler or reference where helpful. |
| Label | CSA-562-heater-label-03.jpg | Heater, controller, carton, accessory bag, or product mark. | Keep label readable. |
| Video | CSA-562-door-close-video-04.mp4 | Movement, sound, startup, or intermittent issue. | Short and focused is better than long. |
Warranty review decision matrix
The same symptom can have different responsibility depending on evidence. Use this matrix before promising a free replacement to a customer.
| Finding | Likely route | Evidence needed | Dealer response |
|---|---|---|---|
| Carton damage visible before unpacking | Shipping claim or packing review. | Carton photo, delivery note, product damage photo. | Record before disposal of packaging. |
| Part damaged after site modification | Installation or user responsibility. | Before/after photos, modification note, installer explanation. | Avoid warranty promise before review. |
| Repeated part failure under normal use | Factory technical review. | Maintenance log, date pattern, part label, photos, use condition. | Ask factory to check compatibility and batch. |
| No evidence of defect, only expectation mismatch | Buyer education or operation support. | Temperature log, product type, heater size, site condition. | Explain normal operation and collect more data if needed. |
| Electrical breaker trips | Qualified electrician review first. | Breaker label, heater label, timing, wiring condition. | Stop use until electrical scope is checked. |
Need the editable worksheet?
CSauna can share an editable warranty photo checklist and claim evidence worksheet for dealers. Send a message with your buyer type, model family, issue category, and whether this is showroom, distributor, hotel, gym, spa, or outdoor project support. No quote request is required for the worksheet.
Related CSauna resources
When a case needs a model reference, use the CSauna product catalog to confirm the public model code, product image, and buyer-facing product page before sending notes to a customer, installer, or factory contact.
- Sauna Maintenance Troubleshooting Log for Dealers
- Sauna Service Escalation Matrix for Dealers
- Sauna Spare Parts Return Authorization Checklist
- CSauna product catalog
How to use this page with customers
Send the relevant table to the buyer first, then ask for the minimum evidence needed to make the next decision. For commercial buyers, keep the completed worksheet with the order file, service ticket, installation note, and spare-parts record.
The strongest service pages are useful even before a buyer contacts us. They should help the buyer understand what a professional dealer or supplier needs to see, and they should make the follow-up message cleaner when support is needed.
Warranty evidence appendix
Warranty photo review worksheet
Warranty review works best when the photo set shows the product, the site, the symptom, the label, and the action history together.
Photo set quality standard
| Photo type | Minimum standard | Strong evidence example | Reject or ask again when |
|---|---|---|---|
| Wide product view | Full sauna and surrounding area visible. | Shows base, door, heater zone, ventilation, and nearby site condition. | Only a cropped close-up is sent. |
| Problem close-up | Damage or symptom is visible and in focus. | Includes ruler, direction note, and second photo showing where it sits on the sauna. | Photo is blurry, dark, or lacks scale. |
| Label or technical mark | Heater/controller/product/carton label readable. | Includes model code, voltage, serial/batch if visible, and order context. | Label is cut off or unreadable. |
| Short video | Shows the start of the action or fault. | Door closing movement, controller startup, sound, or timing before failure appears. | Long video starts after the issue already happened. |
Claim responsibility triage
| Finding | Possible responsibility | Evidence to decide | Dealer wording |
|---|---|---|---|
| Carton damaged before unpacking | Shipping/handling claim or packing review. | Carton photos, delivery note, product damage photo. | Keep packaging and send delivery evidence before disposal. |
| Door shifted after outdoor installation | Site/base/installer issue or product part issue. | Base level photo, door gap, installation date, weather exposure. | We need site and base evidence before deciding adjustment or warranty path. |
| Controller fails after repeated breaker trips | Electrical installation, heater/control issue, or user reset practice. | Breaker label, controller screenshot, heater label, electrician note. | Stop use until the electrical scope is reviewed. |
| Finish discoloration after cleaning | Cleaning chemical, moisture, sun exposure, or finish defect. | Cleaning product used, before/after photos, outdoor exposure, time since installation. | Record care method before deciding claim route. |
How dealers should use this appendix
- Warranty evidence should be collected before the dealer promises replacement or credit.
- The strongest claim file can be reviewed by buyer, dealer, installer, and factory without needing chat history.
- If evidence is incomplete, ask for the smallest missing set instead of requesting another random photo batch.
Warranty evidence examples
Warranty claim photo case pack
A warranty claim photo set should let a reviewer understand the product, the site, the symptom, and the timeline without asking for the same information three times. The examples below show the difference between usable and weak evidence.
Photo review examples
| Claim type | Usable photo set | Weak photo set | Reviewer action |
|---|---|---|---|
| Door alignment concern | Front wide photo, side base photo, four gap photos, hinge close-up, open/close video. | Only one close-up of the rubbing area. | Ask for base/site context before assigning product or installation responsibility. |
| Heater/controller concern | Heater label, controller screen, set temperature, actual temperature timeline, safe power-status note. | Buyer says "not hot" with no label, setting, or time record. | Hold diagnosis until model, heater, control, and timeline evidence are complete. |
| Glass or shipping damage | Carton condition, delivery label, unpacking date, glass close-up, wide product context. | Close-up of cracked glass after carton was discarded. | Separate logistics claim from warranty review; ask for receiving evidence. |
| Exterior weather issue | Wide outdoor site, roof/wall close-ups, installation date, climate event, maintenance history. | Close-up of one stain or color change. | Compare exposure and care record before warranty classification. |
Claim outcome language
| Outcome | When to use | Suggested wording | Next file action |
|---|---|---|---|
| Evidence complete – under review | Photos and timeline are enough for technical/warranty review. | The evidence pack is complete and has been moved to review. We will respond with the decision or next technical question. | Assign reviewer and decision deadline. |
| More evidence needed | Key photo, label, timeline, or site context is missing. | We cannot classify the claim yet. Please add the missing photos listed below so the case can be reviewed accurately. | Keep case open; list exact missing files. |
| Maintenance/site condition | Evidence points to base, drainage, cleaning, operation, or local installation issue. | The current evidence points to a site or maintenance condition rather than a confirmed product defect. | Record buyer instruction and recheck date. |
| Approved replacement/credit path | Evidence confirms covered issue and replacement/credit route is clear. | The claim is approved for the stated resolution. The service file will be closed after shipment, credit, or receiving confirmation. | Move to parts, logistics, or finance closeout. |
How to use these examples
- Every photo set should include at least one wide context image and at least one label/model reference.
- Warranty replies should name the missing evidence instead of asking the buyer to "send more photos".
- Use the final claim outcome as training data for manuals, packing notes, or dealer service scripts.