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Claims Management

The Claims Management dashboard is the heart of Claimify. It's where you and your team review, process, and resolve all incoming customer claims.

The Claims List​

The Claims page provides a comprehensive list of all claims. You can:

  • Filter by Status: Quickly see what's Pending, Processing, Approved, or Rejected.
  • Search: Find claims by Claim ID, Order Number, or Customer Name.
  • Export: Download your claim data as a CSV for external reporting.
  • Archive: Move resolved claims out of your active view to keep things organized.

The Kanban Board​

For a more visual workflow, use the Board view. Drag and drop claims between columns to update their status:

  1. Pending: New claims awaiting initial review.
  2. Processing: Claims currently being investigated.
  3. Approved/Resolved: Successfully completed claims.
  4. Rejected: Claims that did not meet criteria.

Claim Details View​

Clicking on any claim opens the Detail View, providing everything you need to make a decision:

1. Customer Information​

See who filed the claim, their order history, and their "Customer Score" (based on their claim history).

2. Claim Summary​

  • Reason: Why the claim was filed (e.g., Damaged).
  • Items: Which specific products from the order are affected.
  • Attachments: Photos or videos uploaded by the customer.
  • Custom Attributes: Additional data collected (e.g., Serial Numbers).

3. Claim Timeline​

A complete audit log of every action taken on the claim, including status changes, emails sent, and resolutions processed.

4. Communication Channel​

Add Comments to the claim:

  • Public Comments: Sent to the customer and visible on their track-claim page.
  • Private Notes: Visible only to your team members.

Processing Resolutions​

Claimify integrates directly with Shopify to handle resolutions without leaving the app:

  • Refund: Process a full or partial refund for the selected items back to the original payment method.
  • Reorder: Create a new "Zero-dollar" replacement order in Shopify for the items.
  • Gift Card/Discount: Issue a gift card or discount code as an alternative resolution.
  • Other: Use for custom resolutions that don't fit the standard types.

Claim Status Lifecycle​

  • PENDING: New submission.
  • PROCESSING: Team is reviewing the evidence.
  • APPROVED: Decision made to honor the claim.
  • REJECTED: Claim denied (usually with a comment explaining why).
  • ARCHIVED: Claim is finished and removed from active work.