Overview
This guide will walk you through configuring the automations feature to allow the system to handle customer claims without requiring your team to invest additional manual time. Automations also helps to increase customer happiness by notifying them of a response within minutes.
Get Started
To begin configuring your claim automations, go to: Automations > Claim Automations
Main Screen
When you first click into Claim Automations, an overview page is shown detailing out the general success metrics related to existing automations. The top 4 charts include:
Claims processed - the # of claims handled by an automation.
Claims approved - the # of claims approved by an automation.
Claims denied - the # of claims denied by an automation.
Claims held - the # of claims requiring additional review by your team.
The table details out all automations that are enabled or disabled with the following definitions for each column:
Name - the internal name you've set when creating the automation.
Rule type - the primary logic for the rule such as customer, product or order.
Result - how should the automation process this rule.
Claims processed - the # of claims handled by this automation.
Claims total - the total claims value for these automated claims.
Creating a new Automation
When you're ready to get stated, click on Add Automation button to open up the creation screen.
From here there are a few options to configure:
Rule name - the internal name for this automation (only visible in your account).
Rule type - this value corresponds to a type of logic category to determine if this automation should run. Today we support several types including: Customer, Product, Claim or Order based, and within this 20+ individual rules (see next section for a complete list).
Logic - set the type of operator logic for this automation such as "equals" or "does not equal". Using this option allows you to create more granular rules for your program.
Value - the value from the rule type that the platform should look at belonging to the customer, product, claim or order to make a determination.
AND / OR - if you would like to add another logic step to this automation, this option allows you to better control if the automation should run.
Result - the action that the automation should take based on if the rule type logic is triggered. There are several options including:
Approve Claim - Reorder
Approve Claim - Refund Original Payment
Approve Claim - Refund Store Credit
Hold claim for manual review
Deny Claim (with the ability to add your own denial reason)
Status - select to enable or disable the automation from running.
Rule Types
Today we support several categories of rule types including:
Customer
Product
Claim
Order
Within each of these categories is a list of individual rules that Shipment Guard can check to determine if the automation should run. The following list describes each type of rule:
Customer Rules
Customer Tag
Customer Order Count
Customer Claim Count
Customer Total Claims Value
Customer Country
Product Rules
Product Tag
Product Collection
Product Vendor
Product Title
Product Price
Product Inventory
Claim Rules
Claim Reason
Order Rules
Order Tag
Original Order Total
Shipping Address Verification (requires Address Guard integration)
Shipping Method
Discount