Skip to main content

Customer portal

The portal is the page a customer uses to file a claim and to check one they already filed. Custom branding and portal settings are on Plus.

Where customers open it​

  • Their customer account, including claims they already filed
  • The order confirmation page
  • The Claim Form block you add in the theme editor
  • A link you copy with Open in storefront and put in a menu or a policy page

A signed-in customer does not re-enter their order. A guest looks the order up with the email and order number on the receipt.

What you can change​

Open the portal settings:

  1. Set the title customers see, such as "Returns" instead of the default.
  2. Choose the fallback form when someone opens the portal without a specific form.
  3. Choose how the list is arranged: a flat list, grouped by order, or unresolved claims first.
  4. Turn on the pieces you want them to see:
    • status timeline
    • FAQs on the tracking page
    • their earlier claims
    • the language switcher
    • warranties, when warranty is turned on for the shop

Colors and the logo live with branding. You can load colors from your Shopify theme instead of typing them in. Button color, header, and footer on the emails are edited separately. See Emails.

What the customer does​

  1. Open the form from their account, the order confirmation, or your link.
  2. Pick the order, or look it up.
  3. Choose the items, the reason, and answer the questions on the form. Photos are uploaded on the reasons that ask for them.
  4. Submit. They get the claim-created email if that template is on.
  5. Come back to the portal to read a public comment or see the status. A public comment you add on the claim shows there. A private note does not.

If they leave halfway, the form can offer the unfinished claim the next time they look the order up. They can also pick it back up themselves.