aftersale

Aftersale refers to activities and services provided to customers after a product has been purchased. The goal is to ensure continued satisfaction, protect functionality, and manage tasks such as installation, troubleshooting, repairs, maintenance, and returns. Aftersale is sometimes called after-sales service or post-sales support and encompasses support channels from the supplier or its partners.

Typical aftersale offerings include warranty coverage that repairs or replaces defective items within a specified period; paid or extended warranties; installation or commissioning services; preventive maintenance; repairs and parts replacement; spare parts supply; technical support via phone, email, chat; on-site service; and service contracts or maintenance agreements. Returns, exchanges, refunds, and product recalls also fall under aftersale activities. In digital products, aftersale may include software updates, bug fixes, and customer support.

Aftersales activities affect customer satisfaction, brand reputation, and long-term sales through repeat purchases and service revenue. Companies measure performance with metrics such as first-time fix rate, mean time to repair, response time, service level agreement adherence, spare parts availability, and customer satisfaction scores. Efficient aftersale operations require logistics, parts management, knowledge bases, and trained technicians, and may involve partnerships with authorized service networks.

The scope of aftersale varies by industry and region. Electronics, appliances, and automotive sectors commonly offer warranties and field service; software often provides ongoing support and updates; industrial equipment may rely on extended maintenance contracts. Consumer laws in many jurisdictions govern warranty terms and return rights, shaping aftersale strategies.