Viben Toys Runs a Fully Private, On-Domain Warranty Experience With Dyrect

Introduction

Viben Toys sells personal wellness products across a sensitive category where discretion is not optional. Customers buy through vibentoys.com and through an authorised dealer network across the United States. Every product carries a one-year limited manufacturer warranty against defects and mechanical failure.

Before Dyrect, the warranty experience did not match the rest of the brand. Registration happened informally over email. Claims arrived as free-text messages with photos attached. Proof-of-purchase from authorised dealers was verified manually, case by case. Customers had no way to check their warranty status without emailing support. And the entire process lived outside the Viben brand, on third-party forms and in inboxes.

For a category where customers expect privacy and brand control at every touchpoint, this was a gap the team could not leave open.

Dyrect now powers five connected modules on the Viben domain: a branded warranty hub, structured product registration, a guided multi-step claim form, a returning-customer portal, and authorised-dealer proof-of-purchase validation. The full experience is live at vibentoys.com/pages/warranty.

About Viben Toys

Viben Toys is a personal wellness brand with a wide product catalogue including vibrators, anal toys, dildos, masturbators, remote-controlled and flexible toys, and accessories.

The brand sells direct on vibentoys.com and through an authorised dealer network across the United States.

The category creates specific requirements for the warranty experience. Customers buy through both direct and dealer channels, so proof-of-purchase verification needs to work for both. The product category is sensitive, so the warranty journey needs to feel discreet and fully brand-controlled. And the warranty itself (one year, limited to manufacturer defects and mechanical failure) needs to be simple to register, claim, and verify.

Challenges Viben Faced Before Dyrect

Before Dyrect, Viben's warranty operation ran on email, attachments, and manual verification. It worked, but it created friction at every step.

No digital record of ownership. Warranty registrations happened informally or not at all. There was no structured proof of who owned which product. The team had no source of truth to reference when a claim came in.

Claims arrived as unstructured emails. Every claim was a different shape of message. Some included photos. Some didn't. Attachments were scattered across the inbox. The team had to manually extract product details, issue descriptions, and dealer information from each email before they could even begin evaluating.

Dealer proof-of-purchase was verified by hand. Viben's warranty requires proof of purchase from an authorised dealer. Before Dyrect, the team checked dealer receipts case by case, pulling images from email threads and cross-referencing manually. This slowed every single claim.

No customer self-service. Customers who wanted to check whether their product was registered, whether their warranty was active, or where their claim stood had one option: email support and wait.

The warranty experience broke the brand. Viben's storefront is premium and design-led. But the moment a customer needed warranty support, they were sent to a generic form or asked to email photos. The post-purchase experience did not carry the same quality as the rest of the brand.

No structured first-party data from registrations. Because the registration process was informal, Viben was missing a clean data capture opportunity at the exact moment customers were most engaged with the product.

In personal wellness, every one of these problems is amplified. Customers expect and deserve a private, brand-controlled experience from purchase through claim resolution. A clunky, off-brand warranty process is not just an operational inconvenience. It is a trust issue.

What Dyrect Delivered for Viben Toys

Dyrect implemented five connected modules that live entirely on the Viben Toys domain. Every screen, every form, and every portal carries the Viben brand. Customers never leave the site.

1. Branded Warranty Hub on vibentoys.com

The warranty hub at vibentoys.com/pages/warranty is the single entry point for the entire warranty experience.

The page explains the one-year limited manufacturer warranty terms clearly. It sets the expectation that proof of purchase from an authorised dealer is required. And it routes customers into the right next step: register a product or file a claim.

Everything starts here. One page, two clear paths, fully branded.

2. Structured Product Registration

Customers register their Viben products through a branded registration page on the Viben domain. The "Activate Warranty" CTA leads into a structured flow that captures:

• Product details (which Viben product they own)
• Customer details (who they are, how to reach them)
• Ownership context (where and when they purchased)

This creates a digital proof-of-ownership record that replaces informal email-based registration. Returning customers can log in to see products they have already registered.

Every registration also creates a first-party customer record tied to a specific product, purchase channel, and warranty status. This is data the Viben team did not have access to before.

3. Guided Multi-Step Claim Form

Filing a claim is no longer an unstructured email. It is a single guided flow with a visible progress bar.

The form walks the customer through three steps: product selection, issue description, and proof-of-purchase upload. The proof-of-purchase step is where authorised-dealer validation happens. Customers attach their dealer receipt in a structured field rather than emailing a photo separately.

Every claim now arrives with the right context already attached. The team does not need to chase missing information. Triage is faster. Decisions are more consistent.

4. Returning-Customer Portal

Every customer who registers a product gets access to a portal they can return to at any time. Login is email-based.

Inside the portal, customers can:

• View their registered products
• File new claims against registered products
• Check the status of existing claims

This is available 24/7 without contacting support. Customers who previously had to email the team for a status update can now self-serve. This reduces inbound support volume and gives customers the autonomy they expect from a modern brand.

5. Authorised-Dealer Proof-of-Purchase Validation

Viben's warranty requires proof of purchase from an authorised dealer. This is a non-negotiable step in the claim process.

Dyrect wires this requirement directly into the claim flow. Customers upload proof of purchase in a structured field as part of the guided form. The Viben team can review and verify dealer-validated cases without leaving the platform.

The verification step that used to happen manually across email threads now happens inside the claim record, attached to the right customer, the right product, and the right dealer source.

Before and After

Registration: Previously handled by email with no digital record. Now a branded registration flow on vibentoys.com creates a structured proof-of-ownership record for every product.

Claims: Previously arrived as free-text emails with scattered attachments. Now a guided multi-step form captures product, issue, and proof of purchase in one structured submission.

Self-service: Previously nonexistent. Customers emailed support for every question. Now a returning-customer portal gives 24/7 access to registered products, claim filing, and status checks.

Dealer verification: Previously done manually, case by case, pulling receipts from email threads. Now proof-of-purchase upload and dealer validation are wired directly into the claim flow.

Brand experience: Previously broke at the warranty moment with off-brand forms and email-based processes. Now every screen from registration to claim to portal is fully Viben-branded on the Viben domain.

Customer data: Previously uncaptured. Now every registration creates a first-party record tied to product, channel, and warranty status.

Outcome

Viben Toys now runs its complete warranty registration and claims experience on Dyrect.

What is live today:

• Branded warranty hub at vibentoys.com/pages/warranty as the single entry point
• Structured product registration with digital proof-of-ownership records
• Guided multi-step claim form with progress bar and structured proof-of-purchase upload
• Returning-customer portal with 24/7 self-service for registered products, new claims, and status checks
• Authorised-dealer proof-of-purchase validation wired into the claim workflow
• First-party customer data captured at every registration, tied to product, channel, and warranty status
• Every screen fully Viben-branded, living on the Viben domain with zero third-party redirects

What changed operationally: Claims arrive structured and complete. Dealer verification happens inside the workflow, not over email. Routine status-check contacts are deflected to the self-serve portal. The team evaluates claims faster because every submission contains the fields they need.

What changed for customers: The warranty experience is now private, branded, and self-serve. Customers register, claim, and check status inside the Viben brand, on their own time, without contacting support. In a category where discretion matters, the entire post-purchase journey now feels like it belongs to Viben.

What changed strategically: Every warranty registration now generates a structured first-party customer record. The authorised-dealer validation step reinforces the dealer network's role. And the entire system is built to scale as Viben adds new product categories, new dealers, or new warranty offers.

Final Takeaway

Viben Toys needed a warranty experience that respected the privacy expectations of its category while giving the internal team a structured, scalable workflow.

Dyrect delivered five connected modules on the Viben domain: a warranty hub, product registration, guided claims, a customer portal, and dealer proof-of-purchase validation. Customers get a discreet, self-serve experience that matches the quality of the brand. The team gets structured claims, verified dealer records, and first-party customer data on every registration.

Every Viben warranty interaction now happens inside the brand, on the brand's domain, with no third-party hand-offs and no email-based workarounds.