Auto-approval rules
Auto-approval is on the Plus plan (labeled Advanced inside the app). A rule looks at a new claim and approves it, rejects it, or moves it. Your team only opens the ones that do not match.
Visual workflows, with branches and more than one outcome, are on Business. See Workflows.
Create a rule
- Open Automations and choose New automation. Start from a template or from a blank rule.
- Attach it to the form it should watch.
- Add conditions. All of them have to match.
- Choose the action.
- Write the comment the customer should see if the comment is public.
- Save, then file a test claim and use Process automation on that claim to see whether the rule matches.
What you can check
| Area | Fields |
|---|---|
| Order | Total, subtotal, financial status, fulfillment, cancelled, currency, days since the order |
| Customer | Email, how many claims they have filed before |
| Claim | Reason, note, number of files, number of items, claim amount, the language it was filed in, whether it has no Shopify order |
| Line item | Quantity, amount, SKU, title |
| Warranty | Claim type, warranty status, coverage type, days into the warranty |
| Form answers | The questions on that form. This option is marked as new in the app. |
Customer tags are not available as a condition yet. Use order total, previous claims, or the email instead.
A lower priority number runs first. The first matching rule is the one that applies, unless you set that rule to keep going.
What a rule can do
- Approve, with a resolution: refund, replacement, gift card, or discount code. Turn on automatic processing only when you would make that decision every time.
- Reject, with a comment that says what was missing, such as a photo.
- Move the claim to a custom status, such as manager review. Custom statuses are on Plus.
- Ask the customer for more information.
- Set priority so the queue shows what to open first.
- Create a return for the items on the claim. Returns management is listed on Business.
A small-refund example
- Order total is under the amount you would not argue about.
- Previous claims for this customer equals 0.
- Reason is "Arrived damaged".
- Action: approve and refund, with automatic processing on.
- Comment: a short apology that names the refund.
Watch the first few that run. If the comment or the amount is wrong, turn processing off and let the rule only move the status until you trust it.
Run a rule on claims you already have
On the claims list, select the rows and run an automation. Claimify shows how many will run. Already-run claims are skipped unless you force a re-run. Forcing a re-run can issue another refund or gift card. Read the warning before you confirm.