Overview
This article will walk you through how claims appear within your history and how to begin processing each claim.
Get Started
When a claim is submitted by your customer it will initially be placed within your Claim History page (Claims menu item). From here, your team can see a complete overview of the claim with actions to begin processing.
Top Section
The mini charts at the top of the page give a quick overview of the status of each claim over a selected period of time.
The two buttons on the top right allow your team to:
Export Claims - export your claim history in CSV.
File a Claim - begin a manual claim submission for a customer.
Claims History
The claims table gives a complete overview of all claims with their appropriate status based on actions performed by your team.
Order # - the short order ID within Shopify
Date - the date the claim was submitted
Customer name
Claim Type - the selected reason for the claim
Total - the original total value of the order
Protection Cost - the order protection amount paid by the customer
Address Status - if you're utilizing the Address Guard integration, this column will tell you the shipping address validation status which can help provide additional insights into the order. Learn more about the Address Guard integration.
Claim Status - the current status of the claim based on how your team has interacted with the claim.
Claim Status
The Claim Status is meant to give a quick indication of how the claim has processed so far throughout the process:
New - this is the default status when a claim is submitted by the customer. At this stage, your team has not interacted with the claim yet.
Open - this status occurs when your team clicks into the claim, but has not yet rendered a resolution.
Approved - the claim has been approved by your team.
Denied - the claim has been denied by your team.