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Customer Experience

Claimify is designed to be user-friendly for your customers, turning a frustrating situation (damaged or missing items) into a smooth, professional experience.

Finding the Order​

Customers can start a claim in three ways:

  1. Direct URL: Visitiing your store's claim page (e.g., /apps/claimify/form/general).
  2. Logged In: If they are logged into their Shopify account, they can see a "File a Claim" button next to their orders.
  3. Lookup: Entering their Order ID and Email address on the portal start page.

Filing the Claim​

The submission process is broken into simple steps:

1. Product Selection​

Customers see a list of products from their order. They select only the items that have an issue and specify the quantity affected.

2. Selecting a Reason​

The customer chooses from the reasons you've defined (e.g., "Arrived Broken", "Wrong Item Sent").

3. Providing Evidence​

If required by your form settings, the customer uploads photos or videos. They can also add a text note explaining the situation in detail.

4. Custom Information​

They fill out any custom fields you've added (e.g., "Was the outer box damaged?").

Tracking the Claim​

After submission, the customer receives a confirmation email. They can track their claim status at any time:

  • Tracking Page: A professional dashboard showing the current status of their claim.
  • Submission Details: A summary of what they filed, including their photos.
  • Communication Hub: They can see comments sent by your support team and reply directly on the portal.
  • Real-time Status: As you move the claim from Pending to Processing to Resolved, the customer's tracking page updates instantly.

Resolution Experience​

Once a claim is resolved, the customer is notified:

  • Refund: They receive a notification that their money is being returned.
  • Reorder: They get a new order confirmation email from your store for the replacement items.
  • Alternative: They receive their discount code or gift card details directly in their inbox.

By providing a clear, self-service way to handle issues, you reduce customer anxiety and build long-term trust in your brand.