FAQ

Quick answers to the questions we get most often – plus a short glossary and fixes for the things that most commonly go wrong.

Common questions

When do the obligations start?

The claims obligations (right to repair) apply to contracts from the configured cut-off date onwards – 31 July 2026 by default. The product page obligations (EmpCo) apply from the EmpCo cut-off date – 27 September 2026 by default. Both are adjustable per sales channel. National implementations may differ, so check the dates that apply in your market.

Do I have to do anything right after installing?

No. Out of the box the extension is switched off for every sales channel. You decide when to turn it on. The Getting started card on the module's overview page walks you through the setup.

Are emails sent to customers automatically?

Only under two conditions: Send notification emails has to be on, and you have to trigger the workflow step yourself (for example "Give the notice"). Nothing goes out without your action. All email content is editable in the mail template management. Switch sending off if you communicate outside the shop – the compliance timestamp is still recorded.

How do I change the texts my customers see?

Every text is a sample and is edited in the snippet management – the badge text, the product page notice, the account intro and the status labels. The emails are edited in the mail template management. No technical work needed. The full list of snippet keys is in Configuration.

Can I bring claims over from another system?

Yes, via the claims CSV import. Download the template first so the column order and format are right. Existing claims for the same line item are updated rather than duplicated, so you can repeat the import safely. Use the dry run to check your file without saving. See Import & export.

What does the dry run do?

In a dry run ("Dry run – save nothing") the file is only validated and the error report is generated; no data is written. You see up front which rows would be created, updated or skipped, and which have errors.

Can I configure the obligations per sales channel?

Yes. Most settings are sales-channel specific – cut-off dates, base warranty, modules, product page blocks, the customer account look. Deliberately global is the country-specific warranty duration, because that's a legal matter, not a channel matter.

How exactly is the warranty extended after a repair?

On "Mark as repaired" (or when closing the claim) the extension extends the warranty once by twelve months – but only if the chosen remedy was repair, the claim is eligible, and no extension has been applied yet. A replacement gets no extension. The basis is the base warranty duration of the sales channel, or the country-specific one if you stored it.

Why doesn't the product page block appear on some products?

The block only appears when all of these are true: the extension is enabled, the "Product page info" module is on, the block switch is on, the EmpCo cut-off date has been reached, and the product has data (repairability score, spare parts, manufacturer guarantee or label image). Miss one and the block stays hidden. See Troubleshooting below.

Should I switch on the Annex II badge?

It's off by default, on purpose. It points at a possible manufacturer repair obligation for Annex II product groups. But advertising something that is legally required anyway can be actionable. Only switch it on after talking to your legal counsel.

What is cascading liability and does it affect me?

If the manufacturer sits outside the EU and there is neither an EU authorised representative nor an EU importer, the manufacturer's repair obligation (Art. 5 of Directive (EU) 2024/1799) may cascade to you as the seller. The extension offers no tool to check that – reviewing your supply chains stays your job. See Legal background.

What happens to my data if I uninstall?

Shopware asks whether you want to keep your data. If not, everything is cleaned up: your claims, the settings and the custom fields the extension created are removed, leaving your shop as it was before installation. Your orders, customers and products are untouched either way, and existing Shopping Experiences keep working. See Getting started.

Glossary

Annex II – the list of product groups in Directive (EU) 2024/1799 for which special repair obligations can apply. You assign the group on the product in the Annex II product group field (annex2Group in the import); it also controls the optional badge.

Claim – a case in the admin about one line item, documenting the workflow from the report to the close. Created manually, by the customer, by Flow Builder or by CSV import.

Cut-off date – the order date from which the obligations apply. There are two: one for the claims obligations (default 31 July 2026) and the EmpCo one for the product page obligations (default 27 September 2026). Both are configurable per sales channel.

Dry run – an import mode in which the CSV file is only checked and nothing is saved.

Eligible / "Obligations apply" – marks whether the statutory obligations apply to a claim. Derived on creation from the order date and the configured cut-off date. It's a pre-fill, not a final legal assessment.

EmpCo – short for Directive (EU) 2024/825 on empowering consumers for the green transition. Requires clearer pre-contractual information, among other things on repairability and guarantees.

Guarantee – a voluntary promise, usually by the manufacturer, on top of the statutory warranty. Shown on the product page via the manufacturer guarantee field. Not to be confused with the statutory warranty.

Remedy – the customer's claim to repair or replacement when goods are defective. In the import, remedyChoice takes repair or replacement. Only repair triggers the +12-month extension.

Repairability score – a figure indicating how well a product can be repaired, usually against a scale ("7 out of 10"). Maintained on the product in the score, scale and source fields.

Right to repair – umbrella term for the EU rules that favour repair over replacement, here especially Directive (EU) 2024/1799.

Statutory warranty – the seller's legal liability for defects. Modelled here via the base warranty duration (per sales channel, optionally per country). After a repair it's extended once by twelve months.

Timestamp record – the automatically set dates (for example "Notice given on") documenting when a step happened. They're what proves the notice about the right to choose was given before the remedy.

Upsert – "update" plus "insert": on import an existing claim for the same line item is updated, a new one is created. That's what makes the import safe to repeat.

Voluntary – the marker for claims on orders placed before the cut-off date. The statutory obligations don't apply, but every workflow step is still available.

Troubleshooting

The module isn't visible

The module sits under Orders, not in the main menu. If you don't see it there:

Step 1: Check under Extensions → My extensions that Right to Repair & EmpCo: Claims and Repairability is installed and activated.

Step 2: Check permissions. Seeing the module needs at least the View permission of the "Repair Compliance" group. See User permissions.

Step 3: Clear the cache in the admin and reload the browser tab.

Step 4: Log out and back in if you just changed permissions.

Workflow buttons are greyed out

The workflow steps need the Edit permission. Without it they're view-only and the detail page shows "You're missing the 'Edit' permission". Add the Edit level of the "Repair Compliance" group to the role and clear the cache.

The CSV import fails

Both imports expect UTF-8, semicolon separators and an exact header row. Always download the template first – it gives you exactly the expected column order.

• "Invalid CSV header" – the header row doesn't match. Check the separator (semicolon, not comma) and any reordered, extra or missing columns. A UTF-8 BOM at the start is stripped automatically, but a different character set (a plain Excel export, say) can still mangle the header. Save as "CSV UTF-8".
• Individual rows are skipped – the error report lists each row with its reason. The full table of messages and fixes is in Import & export.
• Tip: switch on the dry run before the real import, so the file is only checked and the error report is generated without anything being saved.

Emails don't reach customers

Step 1: Check that Send notification emails is on for that sales channel.

Step 2: Check that you actually triggered a step. Emails only go out on workflow steps, never silently in the background. On the board an email only goes out if you ask for it while moving the card.

Step 3: Test your shop's general email setup (Settings → Basic information → Mailer) with a test mail. If sending fails, the compliance timestamp is still set – the detail page then says the timestamp was set but the email couldn't be sent.

Step 4: Check the mail template still exists. If the shipped template was deleted, nothing can be sent.

The claims board is empty

Step 1: Check the filters (sales channel, status, remedy, obligations, period, order number) – they narrow the view server-side. Reset filters shows everything.

Step 2: Check whether any claims exist at all. With none logged, the board is empty and the list says "No claims logged yet."

Step 3: Check the column. Each column only shows claims of its status – a claim you just closed sits under Closed, not Reported.

The badge colour is wrong or missing

Step 1: Clear the cache and reload the product page after a colour or text change.

Step 2: Check that Badge colour is a valid hex value (e.g. #189eff). Invalid values fall back to the default.

Step 3: Remember the badge is off by default and only appears when the product has an Annex II product group, the badge switch is on, and the product page block is being shown.

The EmpCo info is missing on the product page

Check these in order:

Step 1: The extension is enabled for the sales channel.

Step 2: Product page info active is on.

Step 3: Show repairability block on product page is on.

Step 4: The EmpCo cut-off date has been reached. If it's in the future, the block stays hidden – set an earlier date to test.

Step 5: The product has data – at least one of repairability score, spare parts, manufacturer repair page, manufacturer guarantee or label image.

Block appears but single items are missing? Then either the matching switch under Product page blocks is off, or that product field is empty.

The reminder for open claims doesn't run

Step 1: Check that Reminder for open claims (days) isn't 0 – that switches it off.

Step 2: Check that Shopware's scheduled tasks are running at all, under Settings → System → Tasks.