Resolutions
You resolve an approved claim inside Claimify. Shopify updates the order. Claimify does not charge the customer's card itself.
Refund
Refund the selected items to the original payment method.
- Refund the full value of those items, including tax, or enter a partial amount.
- Include the original shipping cost when your policy says to.
- Restock the units if they are coming back to inventory.
The order in Shopify moves to partially refunded or refunded. If you only refund part of the value, add a public comment that says why.
Replacement
- Choose the items to send again.
- Claimify creates an order in Shopify for those items.
- Set the price. A warranty or a damaged arrival is usually $0. You can also discount it, or charge shipping.
- Fulfill that order the same way you fulfill any other order.
Check that the variant is in stock before you start. If Shopify cannot sell that variant, the replacement will not complete.
Gift card
Issue a gift card for the amount you choose. The code is emailed to the customer. They spend it on a later order. This works for a claim that has no Shopify customer, which store credit does not.
Discount code
Issue a single-use code instead of returning the money. Set a percentage or a fixed amount, and an expiry date if the offer should end.
Store credit
Add the amount to the customer's store credit in Shopify. The customer has to be a real customer on the order. A claim filed with no customer cannot receive store credit. Use a gift card or a discount code for that case.
Record an outcome you handled elsewhere
If you already refunded in person, or repaired the item off to the side, record a manual or custom resolution and close the claim. It still counts in analytics. Custom resolution names are on Plus.
Returns
On Business, returns management covers the physical return: create the return, send instructions, and track it back. A workflow or an auto-approval rule can open that return for you. The customer can be emailed the return instructions from the return template.