Overview
This article describes the claims flow based on your account settings, and how customers can interact with filing claims.
Claims Submission Demo
When a customer decides to file a claim, they will be prompted with a series of questions to ensure your team has all the information needed to make a decision about the outcome of their order.
All of these claim flow steps are fully customizable within: Display > Claims Flow
To see a live demo of the claims flow submission process, we recommend to watch this quick video:
Claim Flow Steps
The following steps are required for each claim submission to be successful:
Welcome - the customer must enter their order number & email address to begin. During this step we will check if the order contains order protection and if the claim time limit has not been met.
Select Product - the customer must select at least 1 product to proceed. If multiple qty of the same product or multiple products need to be selected, the customer can handle that from here as well.
List of Reasons - the customer can review your list of available reasons and select the one that matches their claim submission today.
Resolution Options - this screen allows the customer to select their preferred resolution to the claim (replace item, refund original payment, refund to store credit ~ based on program settings). Ultimately your team has control on the resolution option for this order, but the customer can at least tell you what they prefer.
Claim Details - this screen provides an overview of the submission so far, and asks the customer to provide additional details such as a description of the issue, photos of the damaged product (if applicable) and to confirm their shipping address.
Edit Shipping Address - this screen is optional, but it allows the customer to edit their shipping address if the original was incorrect or they wish to send to a different location. Address Validation is available on the entered address information via our integration with Address Guard. Learn more about this integration or to get setup.
Claim Submission - once the customer clicks to submit their claim, they are shown the final page confirming the submission was successful. From here, they can click to file an additional claim or close out of the claim flow.
Out of the claim flow, we also offer an additional screen called: Claim Status - this can be accessible when the customer enters in their order number and email address again on the welcome page. The goal of the Claim Status page is to give an overview of the submitted claim, status and next steps.