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Troubleshooting

The form does not show on the store​

  1. In Shopify admin, go to Online Store > Themes > Customize.
  2. Open the page where the form should appear, such as a returns or help page.
  3. Add the Claim Form app block if it is missing, and save the theme.
  4. On the Claimify home screen, check the theme status. It should say the block is on the published theme.
  5. For customer accounts, add the Claimify Portal block on the account page, and the file-a-claim action on the order. A signed-in customer files from there. They do not need the theme block.

If you linked the form from a menu, open the form in Claimify and use Open in storefront, then paste that exact link. An old link still points at a form you archived.

The customer sees "order not found"​

  1. The email has to match the order. A different inbox, or a typo, will not match.
  2. Try the order number Shopify shows, with and without the #.
  3. Open the form's validation rules. A claim is refused when the order is outside the window you set: days since the order, since fulfillment, since delivery, or since the last tracking update.
  4. If the rule requires a fulfilled order, an unfulfilled order cannot be filed. That is the rule working.

Phone lookup accepts a different spacing or country code than the one stored on the order. If it still fails, search the order in Shopify and compare the phone on the order with what the customer typed.

A rule did not run​

  1. Confirm the rule is turned on and attached to this form.
  2. Rules run in priority order. A lower number runs first. The first match is the one that applies, unless that rule is set to keep going.
  3. Compare each condition with the test claim. A damaged-item rule that requires at least one photo does nothing when the test claim has no photo.
  4. Open the claim and use Process automation to test the rule on that claim before you rely on it.
  5. Auto-approval rules are on Plus. Workflows are on Business. Basic only has basic validation, which blocks the form. It does not approve the claim for you.

The customer got no email​

  1. Open the email settings and confirm the template is on. Claim created, claim updated, and claim rejected are separate templates. A custom status can be set not to email.
  2. Send yourself a test from that template.
  3. On Business, if you send from your own domain, the domain has to show as verified before customers will receive those messages. Until then, use the default sender.
  4. Ask the customer to check spam for the first message after you change the sender name.

A replacement or store credit did nothing​

  • Store credit can only be added to a real Shopify customer. A claim filed with no customer on the order cannot receive it. Use a gift card or a discount code instead.
  • A replacement creates an order in Shopify. If the variant is not available, Shopify will not complete it. Check the product on the claim, then try the replacement again.

Fixed on 1 October 2026. The link now opens the step it names. Reload the claims page if you still see the old behavior.

A specialist cannot sign in to the staff portal​

Check under Settings, Teams that the member is not archived, and that the PIN has 4 to 8 digits. Set a new PIN if needed.

Still stuck​

Email hello@xco.agency with the shop domain, the claim number, and a screenshot. See Support and the FAQ.