Overview
The Claim Details page is the primary area to resolve any newly submitted claims by your customers. The details page gives a complete overview of the original order, claim details by the customer, customer information and the verification status of the claim address.
Get Started
To begin reviewing your claims, go to: Claims > (select any row in Claims History). Once a row has been selected, the Claim Details page will open.
We recommend to watch this tutorial video that covers all areas of Claim Details
Claim Detail Sections
The Claim Detail page is divided into several areas which are meant to give your team a complete overview of the order, claim and customer information.
Shipping Claim
The 1st section (top left) provides a detailed breakdown of the original order alongside the claim detailed filed by the customer. This section provides the following:
Order Total
Shipping Carrier & Tracking Number
Claim submission reason (ex: Damaged)
Claim submission date & time
Claim submission preferred solution
Claim submission details & photos
Order Details
The 2nd section (bottom left) provides information around the products related to the order itself. Each row will consist of the product details such as the photo, title, and price paid.
If you're utilizing the integration with Address Guard for address verification, the address status will show here as well.
Customer
The 3rd section (top right) gives a brief overview of the customer who has submitted this claim including their information, and their claims history. To see an overview of all claims submitted by this customer click the # next to Total Claims or click the View Customer button on the top right.
Shipping Address
The 4th section (center right) provides the original shipping address used on the order, and the updated shipping address (if entered) for the claim submission. If you're utilizing the integration with Address Guard, we will display the address verification status. This is helpful to ensure your replacement product is shipped to an real, verified address instead of a unknown or unverified address which could result in carrier fees.
Timeline
The 5th section (bottom right) gives a quick breakdown of the history for this order within an timeline, similar to the one found in your Shopify orders page. This will detail out any actions taken from the point of order placement, to claim submission and claim actions.
Claim Actions
There are a few available actions to consider when reviewing a claim, each one is described below with a link to our tutorial guide.
Approve Claim - this button allows you to replace or refund the customer for their claim. Be sure to review our support guide which walks you through how to approve claims.
Deny Claim - this button allows you to deny the customer for their claim, including entering in a reason for the claim before notifying them. Be sure to review our support guide which walks you through how to approve claims.
View Customer - this button gives you a complete breakdown of the customer's past claims, including the status and resolution by your team. Our support guide provides more information over this screen and how to add tags & notes.