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Powerful Automations

Claimify's automation engine allows you to process claims at scale by defining "If This, Then That" rules.

How Automations Work​

Automations consist of Conditions and Actions. When a claim is submitted, Claimify evaluates it against your active rules. If a claim matches a rule, the defined action is taken automatically.

Rule Priority​

Rules are evaluated based on their Priority number (1 is the highest priority). As soon as a claim matches a rule, processing stops and that rule is applied.

Automation Conditions​

You can build complex logic using dozens of available data points:

CategoryAvailable Fields
OrderTotal Price, Financial Status, Fulfillment Status, Cancellation Date, Custom Attributes
CustomerEmail, Previous Claims Count (detect "claim abusers"), Account Age
ClaimReason, Note, Files Count, Items Count
Line ItemsSKU, Title, Quantity, Amount

Operators​

  • String: Equals, Contains, Starts with, In, Not in.
  • Number: Greater than, Less than, Between.
  • Date: Is before, Is after.

Automation Actions​

When a claim matches your conditions, you can automate several outcomes:

1. Auto-Approval (APPROVE)​

Automatically move the claim to the APPROVED status.

  • Resolution Mapping: You can pre-select a resolution (Refund or Reorder) so the agent doesn't have to.
  • Auto-Processing: If enabled, Claimify will literally create the Shopify Refund or Reorder order immediately. Use this for low-risk, low-value items to achieve "zero-touch" support.

2. Auto-Rejection (REJECT)​

Immediately deny a claim. This is useful for claims that clearly violate policies (e.g., missing photos, outside of window).

  • Public Comment: Always include a rejection comment explaining why (e.g., "Our policy requires a photo of the damaged packaging").

3. Custom Action (CUSTOM)​

Move the claim to a custom status you've created. This is perfect for routing:

  • Manager Review: Route claims over $500 to a "Review" status.
  • Technical Review: Route "Defective" electronics to your technical team.

Automation Scenarios & Use Cases​

Scenario A: The "Instant Refund" (Zero-Touch)​

Goal: Save time on small issues.

  • Conditions: Order Total < $10 AND Previous Claims = 0 AND Reason = "Arrived Late".
  • Action: APPROVE + Refund.
  • Result: Customer gets an instant refund notice, and your team never even sees the claim.

Scenario B: Evidence Gatekeeper​

Goal: Ensure all claims have photos.

  • Conditions: Files Count = 0 AND Reason is "Damaged" OR "Defective".
  • Action: REJECT.
  • Comment: "Hello {customerName}, we requires photos to process damage claims. Please submit a new claim with the required attachments."

Scenario C: VIP High-Value Routing​

Goal: Give extra care to big orders.

  • Conditions: Order Total > $500.
  • Action: CUSTOM -> Status: EXECUTIVE_REVIEW.
  • Result: These claims are filtered into a separate queue for your most experienced agents.

Scenario D: Fraud Prevention​

Goal: Identify serial claimants.

  • Conditions: Customer Previous Claims Count > 2.
  • Action: CUSTOM -> Status: FRAUD_WATCH.
  • Result: Flag these for manual inspection before any money is returned.

Automatic Comments​

Every automation rule can include an Automatic Comment. This comment is added to the claim timeline. If set to "Public", it will be visible to the customer on their tracking page, explaining why the decision was made.

Best Practices​

  • Start Conservative: Begin by auto-rejecting obviously invalid claims (e.g., no photos provided).
  • Trusted Customer Rules: Use "Previous Claims Count = 0" and "Order Value < $20" as conditions for high-confidence auto-approvals.
  • Test Before Going Live: Use the "Test Rule" feature (coming soon) or monitor first few automated claims closely.
  • Keep Priorities Organized: Put your most specific rules at the top (Priority 1-10) and broader "Catch-all" rules at the bottom.