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 denying claims.
To learn how to approve claims, be sure to see our support guide.
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.
To get stated, click on the top right button "Select Claim Action > Deny Claim", which will display a popup such as this example:
From here you have a few options:
Select the denial reason from the dropdown.
Enter in a reason for the denial.
Select to send an email notification to the customer informing them of the denial.
Once a claim has been denied, it cannot be resubmitted again by the customer. The claim is then marked as "Denied" within your claim history page.