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Frequently Asked Questions

Common questions about Claimify - Support & Claims.

General Questions​

What is Claimify?​

Claimify is a specialized Shopify app designed to help you handle customer claims for damaged, missing, or incorrect products. It automates the submission and review process, making support much faster for your team.

How do customers find the claim form?​

You can install the form in three main places:

  1. Standalone Proxy Page: A dedicated URL like /apps/claimify/form/{formKey}.
  2. Customer Account: A "File Claim" button next to each order in their account history.
  3. Thank You Page: Allow customers to file claims immediately after checkout (e.g., for address corrections or cancellations).

Does Claimify handle returns?​

Yes! While "Claims" often refers to issues like damage, you can easily configure a form specifically for standard returns and exchanges.

Features & Pricing​

What are the available plans?​

Claimify offers three plans tailored to different business sizes:

  • Free: Perfect for new stores. Includes 1 claim form, standard templates, and basic validation.
  • Plus ($19/mo): For growing stores. Includes Unlimited claim forms, Custom Attributes (questions), Custom Statuses/Resolutions, and Advanced Analytics.
  • Business ($49/mo): For high-volume merchants. Includes Advanced Flows, Sending Domain Integration, and a dedicated account manager.

Which plan includes Advanced Flows?​

The visual Flow Builder is part of our Business plan. Standard priority-based automations are available on the Plus plan.

Can I use my own domain for emails?​

Yes. On the Business plan, you can verify your domain via Resend to send emails from support@yourdomain.com instead of our default system address.

Are there limits on the number of claims?​

Our plans are generally based on feature sets, but very high-volume stores may be subject to fair usage limits. Check the Billing section within the app for specific details regarding your current usage.

Technical & Integration​

How do Refunds and Reorders work?​

  • Refunds: We trigger the official Shopify Refund API. Money is returned to the original payment method, and inventory/taxes are updated based on your settings.
  • Reorders: We create a Shopify Draft Order for the replacement items at $0.00. Your team simply fulfills it like a normal order.

Can I connect Claimify to Slack or Klaviyo?​

Absolutely! Using Shopify Flow, you can trigger Slack messages, Klaviyo campaigns, or internal team notifications whenever a claim is created or updated.

Security & Privacy​

Is my store data safe?​

Absolutely. Claimify is built to Shopify's highest security standards. We only request the minimum permissions needed to manage your claims and orders. We never handle your payment processing directly; all financial transactions happen within Shopify's secure environment.

Where is my data stored?​

We use secure, encrypted databases to store claim details and settings. Sensitive customer information (like credit card numbers) is never accessed or stored by Claimify.

Support​

Who do I contact for help?​

Our team is available through the "Contact Support" link in the app sidebar, or by emailing support@xco.agency. We usually respond within 24 business hours.