Right to Repair & EmpCo: Claims and Repairability
Description
Highlights
About the Extension
From 2026, sellers have to prove more when a customer complains
The Right to Repair applies from 31 July 2026, the EmpCo Directive from 27 September 2026. Both put the seller on the hook, not the manufacturer. When something is faulty, you have to tell the customer they can choose between repair and replacement, and you need to be able to show that you did. If the item is repaired, the warranty runs another 12 months. And your product pages need information about repairability.
This extension turns that into a routine your team works through in the admin.
The daily work
Claims sit on a board with four columns. Drag a card to the next column and the status changes. If you prefer sorting and searching, switch to the list view.
Every step is stamped with a date and time automatically. That is the part that matters legally: you can show when you told the customer about their choice. The timestamp is written even if the email fails to go out, so your record stays complete.
Once a repair is done, the warranty is extended by 12 months. Once per item, calculated from the order date and the period you set for that sales channel or destination country.
What your customers handle themselves
There is a form in the customer account for reporting a fault. It only offers items from their own orders that are still under warranty and have no claim yet. To stop it being flooded, it is capped at three reports per minute.
After you have sent the notice, customers also decide for themselves whether they want a repair or a replacement. You see the decision in the admin. One phone call less.
On the product page
A repairability score with its scale and source, plus spare-parts information, a link to the manufacturer's repair page and the manufacturer warranty. Anything you leave empty simply does not appear.
Details that apply to every product from one manufacturer are stored once with that manufacturer instead of on each article. For larger catalogues there is a CSV import, and an export to edit everything in a spreadsheet and load it back.
Your shop only changes when you are ready
The product-page block shows up under two conditions: you have entered data, and the cut-off date has arrived. Both dates are defaults and can be moved per sales channel. So you can install today, collect data at your own pace and leave the rest switched off.
Claims work the same way. The order date decides: anything ordered before the cut-off runs through as goodwill, without the legal duties applying.
Moving over from another system
Existing cases come in by CSV. Run a test first — nothing is saved, and you get a line-by-line list of what does not fit. If the same file runs twice, you get no duplicates; the cases are updated instead.
For your own files, export the full documentation as CSV at any time.
Texts and settings without a developer
Four customer emails ship as samples and can be rewritten in the mail editor. A preview renders them with the data of a real claim so you can read the finished text before anything is sent. Storefront wording sits in snippets, so you can adjust it per language.
If you want to automate further, the Flow Builder gets six triggers and an action that opens claims on its own, for example when an order reaches a certain return status.
Housekeeping
Permissions are split into view, edit, create and delete, so support staff and administrators do not need the same rights. Completed claims can be deleted automatically after a number of months you choose. A getting-started checklist in the admin tracks what is still missing after installation.
Legal note: This extension supports seller obligations from the Right to Repair package (from 31 July 2026) and the pre-contractual information duties of the EmpCo Directive (from 27 September 2026). National implementations may differ, and this is not legal advice. All supplied texts are samples and should be reviewed before you go live. Manufacturer repair obligations under Art. 5 of Directive 2024/1799 are not covered.
Details
- Available: English, German
- Latest update: 9 August 2026
- Version: 1.0.0
- Category: Legal security
About the Extension Partner
Viovenia
Partner Status
-
Shopware
Extension Partner
Details
- Ø-Rating: 5
- Partner since: 2024
- Extensions: 1
Support
- Based in: Germany
- Speaks: German, English
- Response time: Very quickly