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Create your first claim form

Basic includes one form and up to 3 reasons. You can add more forms and more reasons on Plus.

1. Start from a template​

  1. Open Forms.
  2. Create a form and pick a template close to the policy you already publish, such as a return or a warranty issue.
  3. If you would rather build it, choose a blank form and pick the layout: one page, vertical slide, or steps.

2. Name it the way customers talk​

  • Title is the heading they see, such as "Return an item".
  • Instructions are two or three lines of the policy: the window, whether they need a photo, and how long a decision takes.

3. Add reasons​

On Basic, add at most 3. Suggested set:

  • Arrived damaged: require a photo of the item and the box.
  • Wrong item: require a photo of what arrived.
  • Missing item, no photo required, unless you want a photo of the packing slip.

Warranty can be its own form on Plus, so those reasons are not mixed into returns.

4. Stop claims that should not be filed​

On the form's validation:

  • Refuse a claim once it is older than your window. Use days since the order, since fulfillment, since delivery, or since the last tracking update. The claim is blocked after that many days. It is not held until that many days have passed.
  • Require the order to be fulfilled if you do not accept claims on unshipped orders.

Advanced rules, including product, vendor, type, and tag limits, are on Plus.

5. Add a question only if you will read it​

On Plus, add a question such as a serial number on the product, and mark it required. Skip questions you will not use in the decision. Every extra field is a place people abandon the form. The forms list shows where they leave.

6. Test and save​

  1. Save.
  2. Click Open in storefront.
  3. Look up a real order with the email on that order.
  4. Submit a claim with a photo.
  5. In Claims, confirm it arrived with the reason, the items, and the file.

Then put the form where customers can find it: Displaying forms.