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High-value claims

Customer tags cannot be used in a rule yet. Route these claims with the order total, the claim amount, or the customer's previous claims.

Send large orders to a person​

On Plus:

  1. Create a custom status such as Manager review. Set it not to email on every move if you will write to the customer yourself.
  2. Add a rule: order total is above your limit. Action: move to Manager review.
  3. Give that rule a priority number that runs before any auto-refund, so a large order is never refunded by the small-order rule.

Set priority on the claim so the row stands out on the list. Priority is on Plus.

Offer credit instead of cash​

On the claim, offer the customer a choice you are willing to honor:

  • a refund of the item, or
  • a gift card or store credit for an amount you set, often a bit more than the refund, so they shop again

Store credit needs a real customer on the order. If the claim has no customer, issue a gift card. A Business workflow can ask which they want and branch on the answer. On Plus, make the choice yourself on the claim and record the resolution you issued.

There is no automatic bonus button. You type the amount.

Repeat filers​

Previous claims is a real condition. A rule can move a customer who has already filed more than once into the same review status, even when the order total is small. That is the check to use until customer tags are available.