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Statuses & Custom Resolutions

Fine-tune Claimify to match your business processes by managing exactly how claims move through your system and how they are resolved.

Statuses Management​

Claimify uses statuses to track the journey of a claim. Every status belongs to a Base Type, which determines how the app handles automation, reporting, and dashboard visibility.

1. Base Types (The Core Logic)​

When creating or editing a status, you must select one of these types:

  • Processing: The claim is active. It stays in the "Open" tab of your inbox.
  • Resolve: The claim is finished and successful. It moves to the "Resolved" tab.
  • Reject: The claim is finished but denied. It moves to the "Rejected" tab.

2. Default Statuses​

  • PENDING: New claims land here. Use this for initial triage.
  • PROCESSING: Move claims here when an agent starts reviewing evidence.
  • APPROVED: The standard "Success" state.
  • REJECTED: The standard "Denied" state.

3. Why Use Custom Statuses?​

Custom statuses allow you to route claims to different departments or stages:

  • "Technical Review": For electronics that need a technician's look.
  • "Manager Review": For high-value claims requiring special sign-off.
  • "Waiting for Customer": When you've asked for more photos and are waiting for a reply.
  • "Investigation": When you're checking with the courier about a missing package.

Resolutions Management​

Resolutions define exactly how you satisfied the customer's claim. While statuses tell you where the claim is, resolutions tell you what the outcome was.

1. Default Resolutions​

  • Refund: Returns money to the customer.
  • Reorder: Sends a replacement product.
  • Other: A generic resolution for anything else.

2. Custom Resolutions​

You can create more specific resolutions to get better analytics on your support costs.

  • "Store Credit": Instead of a cash refund, you issued a gift card.
  • "Product Exchange": The customer sent an item back and you sent a different one.
  • "Repair": You paid for the item to be fixed rather than replaced.
  • "Discount Code": You kept the original item but gave a discount on the next order.

3. Data Mapping​

Each custom resolution is mapped to a Base Resolution (Refund, Reorder, or Other). This ensures that your high-level reports (e.g., "Total Refund Value") stay accurate even if you have 10 different types of specific refund resolutions.

Billing & Plans​

Claimify offers several plans tailored to different store sizes:

  • Free Plan: 1 claim form and basic validation rules.
  • Plus Plan: Unlocks Unlimited Claim Forms, Custom Statuses, Custom Resolutions, and Custom Branding.
  • Business Plan: For high-volume stores requiring Advanced Flows and Custom Sending Domains.

In the Billing section of the app, you can manage your subscription and view your current feature usage limits.

Plan Access

Custom Statuses and Resolutions are available on the Plus plan and above.