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Claim forms

The form is what the customer fills in. Basic includes one form and up to 3 reasons. Plus includes unlimited forms, custom questions, and advanced validation.

Create one​

  1. Open Forms and create a form. Start from a template, or from a blank form.
  2. On create, choose the builder. A one-page form, a vertical slide, or a step-by-step form are all available. Step-by-step warranty forms are listed on Business.
  3. Set the title the customer sees, such as "Start a return".
  4. Add reasons they will recognize. On Basic, stop at 3.
  5. Save, then use Open in storefront and submit a test against a real order.

You can rebuild an older form in the step builder as a copy. The original stays until you archive it.

Reasons​

Keep the list short. "Arrived damaged", "Wrong item", and "Missing item" are easier to report on than twenty near-duplicates. Analytics groups claims by these reasons, so renaming a reason later splits the history.

Ask for a photo on the reasons where you would not approve without one. The customer uploads it on the form.

Questions​

Plus adds custom questions, on the whole order or on each product.

Use an order-level question for the parcel: a photo of the box, or whether the tape was broken. Use a product-level question for that item: a serial number, or the size they need instead.

You can show a question only when an earlier answer matches. A serial number does not need to appear on a "changed my mind" reason.

Validation​

Validation stops the claim before it is submitted. Basic includes basic validation. Plus adds advanced and custom rules.

Useful checks:

  • Days since the order, fulfillment, delivery, or the last tracking update. Once the number of days is past your threshold, the form refuses the claim. This is a maximum age, not a waiting period.
  • Fulfillment. Require a fulfilled order so an unshipped order cannot be filed as arrived damaged.
  • Products. Limit the form to products, vendors, types, or tags you choose.
  • Photos. Require a file on the reasons that need evidence.

Branding​

Custom branding is on Plus. Set the button color and the instructions at the top of the form so it matches the store. You can pull colors from your Shopify theme instead of picking them by hand.

Languages​

The claim page can follow the shopper's language. The listing includes English, Spanish, French, German, and Portuguese (Brazil). Translate the strings that are still missing, and edit any line that should sound like your brand.

Put the form on the store with Displaying forms.