At a glance
Open Warranty Claims (overdue) counts the Newegg warranty and RMA claims that have run past their resolution SLA deadline. Newegg sets a resolution SLA per claim type, and faster ones such as DOA (dead on arrival) run on a tighter clock than standard warranty returns. Every claim that slips past its deadline drags your seller health and puts your Egg Badge and brand-page placement at risk, which is why this card sits in the executive Hero cluster where owners, operations, and finance see it first.
| What it counts | The number of open Newegg warranty and RMA claims that are past their resolution SLA deadline, as surfaced by the Newegg Marketplace integration. Each row in the list names the overdue claim and the order or item behind it. |
| Sample type | Backend API data from Newegg Marketplace, evaluated in real time against each claim’s resolution SLA. |
| Why it matters | Overdue warranty claims directly lower seller-health inputs, can pull listings off brand pages, and drop your Egg Badge tier. Because SLAs vary by claim type and DOA runs fastest, a single missed deadline can compound quickly. |
| Reading the value | Zero is the healthy state. Any non-zero count means at least one claim has breached its SLA; open the list to see which claims and prioritise the fastest-clock types such as DOA first. |
| Currency | count |
| Time window | RT |
| Alert trigger | >0 claims past resolution_sla_deadline |
| Sentiment key | neg_warranty_claim_backlog |
| Roles | owner, operations, finance |
Calculation
Calculated automatically from your Newegg Marketplace data. On every refresh the card compares each open warranty or RMA claim against its resolution SLA deadline, which varies by claim type, and counts the claims that have passed it. See the At a glance summary above for what the metric tracks and the worked example below for a typical reading.Worked example
A representative reading of Open Warranty Claims (overdue) for a typical merchant on Newegg Marketplace. Suppose the card sat at zero, then climbs to 3 over a weekend. Opening the list shows one DOA claim on a motherboard that breached its tight SLA and two standard warranty returns that crossed their longer deadlines. Because DOA feeds the heaviest seller-health penalty, the merchant resolves that claim first, then clears the two returns the same day, and the card returns to zero before the next badge recalculation. Left unattended, those three would have dragged the seller health score and risked an Egg Badge tier drop. For deeper investigation, use Vortex Mind to trace which claim types or brands drive repeat overdue claims; for natural-language exploration, ask Ask Viq.Sibling cards merchants should reference together
| Card | Why merchants reach for it |
|---|---|
neg_alert_account_health_drop | Executive sibling: the roll-up alert that fires when overdue claims breach. |
neg_egg_badge_status | Executive sibling: the Egg Badge tier overdue claims put at risk. |
neg_marketplace_health_score | Executive sibling: the composite health score these claims drag down. |
neg_doa_claim_rate | Fulfilment sibling: DOA rate that feeds the fastest-clock claims. |
neg_return_rate | Fulfilment sibling: overall return volume behind warranty workload. |
Reconciling against Newegg Seller Portal
Where to look in the Newegg Seller Portal: Warranty and RMA claims with their SLA timers sit in the Seller Portal RMA / warranty claim queue. Each claim shows its type and remaining time to resolution. Filter the queue to overdue or past-due claims and confirm the claim-type SLA assumptions match the Vortex IQ profile to reconcile the count cleanly. Why the Vortex IQ value may legitimately differ:| Reason | Direction | What to do |
|---|---|---|
| Evaluation timing. Vortex IQ evaluates SLA deadlines in real time; Seller Portal queue status may post on its own batch cadence. | Variable | Allow for Newegg’s posting lag before assuming a miss. |
| SLA mapping. Claim-type deadlines (DOA vs standard warranty) may be applied differently between the two views. | Variable | Confirm the claim-type SLA mapping matches. |
| Just-resolved claims. A claim closed moments ago may still show open in one view until the next refresh. | Marginal | Re-check after the next refresh. |