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Claims dashboard

Every return, exchange, and warranty claim lands here. Open Claims for the list, or switch to the board when you want to drag a card between statuses.

Find a claim​

  • Filter by status: new, in review, approved, rejected, or a status you created.
  • Search by claim, order number, or customer.
  • On a phone, the same list stacks so you can clear the queue without the desktop layout.
  • Select several claims to run an automation, or export them.

The export is a CSV. It includes the resolution and the quantity on each line, which is the file finance usually wants.

Archive a claim when it is done. Restore it if the customer writes back. Archived claims stay searchable.

The board​

The board is the same queue as columns. Drag a card to change its status. You can hide a column, group cards, and search inside a column.

Priority coloring is optional. Turn it on when the team needs the urgent rows to stand out. Priority itself is available on Plus.

One claim​

Open a card. You should be able to decide without leaving the page:

  • Who filed it, and the order it belongs to. If the order had no customer, attach one.
  • The reason, the items, and the photos or files they uploaded.
  • Questions you added to the form, including a serial number on a product.
  • The timeline: status changes, emails, and resolutions, with who did each one.
  • A public comment the customer sees on the portal, or a private note only your team sees.

Resolve it​

From the claim, in Shopify:

  • Refund the selected items, in full or in part, back to the original payment method. You can include shipping and restock.
  • Replacement as a new order. It can be free, discounted, or charged for shipping.
  • Gift card or discount code emailed to the customer.
  • Store credit on their Shopify account. This needs a real customer. A claim with no customer cannot receive store credit.
  • A custom resolution you named, such as repair, when the outcome is not one of the built-in ones. Custom resolutions are on Plus.

Warranty claims show the registration they were checked against. The Shopify order page also has a warranties block for that order.

Bulk work​

Select claims on the list and run an auto-approval rule. Preview how many match before you confirm. Forcing a re-run can issue another refund or gift card. Read the warning on the screen.