Analytics
Analytics shows which products and reasons generate claims, so you can fix the product or the listing instead of answering the same ticket.
Advanced analytics is on Plus. Product analytics (the breakdown by product) is on Business.
What to open
- Open Analytics and set the dates. Use the last 30 days for a routine check, or a custom range around a product launch or a carrier change.
- Read the volume. A spike on one week usually lines up with a shipment, a new SKU, or a policy change.
- Read the reasons. "Arrived damaged" points at packing or the carrier. "Not as described" points at the photos or the copy. "Wrong item" points at picking.
- On Business, open the product report and sort by how often each product is claimed. One SKU with a high share is a supplier or a listing problem, not a support problem.
Warranty analytics are separate. They cover registrations, how many of those became claims, and the coverage on the policies. See the warranty section in the admin.
What to do with it
Pick the top reason or the top product once a month and change one thing: the size chart, the pack-out, or the form's photo requirement. Check the same report the next month.
The form list also shows where people leave a form before they submit. If almost everyone stops on the photo step, the instruction on that step is the thing to rewrite.
Export the claims list when finance needs the resolutions and amounts. The CSV includes the resolution and quantity on each line.