Daily use
The queue
Open Claims. Filter to what is still new or in review. Search by order, email, or claim number when a customer writes in with one of those.
The board is the same queue as columns. Drag a card when your team thinks in stages, such as review, then approved.
Open the claim
- Read the reason, the items, and the photos.
- Check the order in the panel: fulfillment, what they paid, and whether this customer has filed before.
- On Plus and Business, a summary of the claim can sit on the page. It is a hint. The photos and the order are still the decision.
- Add a private note for the next person on your team. Add a public comment when the customer should see it on the portal.
Close it
- Refund in Shopify, full or partial, with restock if the item comes back.
- Replacement as a new order. Make it free, or charge shipping.
- Gift card or discount code when you would rather they shop again.
- Store credit when the order has a real customer.
The customer email follows the template for that moment. A rejection uses the rejected template, not the generic update. Turn a template off in email settings if you do not want it sent.
Custom statuses
On Plus, add a status such as "Waiting for a photo" and set whether it emails. Use that instead of leaving everything in processing.
Export
Export the list when you need the month's resolutions. The file includes the resolution and quantity on each line.
Rules that do this without opening each claim are in Auto-approval.