Overview
When a claim has been submitted to your brand, the next step is evaluate the content from the customer and make a decision to approve or deny the claim. Based on your decision, the resolution is carried out and the customer is notified of your decision. This article will walk you through the process of approving claims and how the general workflow handles communication to the customer.
Processing a Claim
To get started with processing customer claims, go to Claims (left menu) and select a claim from the history page. You'll land within the Claim Details page giving you a complete overview of the information associated with the claim, both submitted by the customer and aggregated by Shipment Guard.
Within the top right of the page is a button called "Select Claim Action", which contains 3 actions:
Approve Claim (reorder) - this will begin the process of reshipping the claimed product to the customer.
Approve Claim (refund) - this will begin the process of refunding the claimed order amount to the customer either via original payment method or store credit.
Deny Claim - this will begin the process of denying a claim. To learn more see our deny claim support guide.
Approve Claim - Reorder
The purpose of this page is to give a complete overview of the original product associated with the claim, customer information, payment details and additional options.
Products - this section lists the product associated with the claim. You can add additional products associated with this reorder, such as if the original product is out of stock or if you want to give the customer an additional product.
Payment - this section indicates that the customer will not be charged for the reorder. To adjust the shipping method for this reorder click on "edit shipping or delivery" and select a predefined option or create your own with pricing.
Options - the bottom section allows you adjust your Shopify inventory for this reorder, and also send an email notification to the customer letting them know about the reorder.
Customer - this is the same information from the claim page, but is meant to help you confirm the details associated with the customer who filed the claim.
Notes - these are internal notes only visible to your team which are associated with this customer.
Tags - these tags will be pushed to your Shopify orders page once the reorder occurs.
Once you're happy with your selections, click the button Resolve Claim & Reorder to process the reorder.
Approve Claim - Refund
The purpose of this page is to give a complete overview of product being claimed for a refund, along with options on how to process the payment back to the customer.
Products - this section lists the product associated with the claim. By default the option is set to 0/1 quantity based on the claim amount - click the arrow to increase the quantity to 1/1 or your desired amount to refund. The product can also be restocked back to the original shipment location by selecting the checkbox and "location" link.
Reason for refund - enter in a reason for the refund being given to the customer. This text is only visible to your team within Shipment Guard and Shopify.
Payment Options - this section indicates the preferred payment option set by the customer during the claim. Your team can select to either refund back to the original payment method or to give store credit.
Summary - this section indicates the product amount being refund and to which payment method. The amount to refund is based on the product cost indicated within the Products section, but this field can be overridden if you decide to refund less. If you'd like to send an email notification to the customer informing them of the refund, click the checkbox to send a notification.
Once you're happy with your selections, click the button Resolve Claim & Refund to process the refund.