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General App Usage Guide

Welcome to Claimify! This guide covers the day-to-day operations of managing your claims and using the dashboard effectively.

The Dashboard Overview​

When you open Claimify, you're greeted with the Claims Inbox. Here you can see all incoming requests.

  • Status Filters: Quickly switch between PENDING, PROCESSING, APPROVED, and REJECTED claims.
  • Search: Find claims by Order Name, Customer Email, or Claim ID.
  • Bulk Actions: Select multiple claims to change their status or export data in one go.

Processing a Claim​

Click on any claim to open the Claim Detail View. This is where your team will spend most of their time.

1. Reviewing Evidence​

  • Photos/Videos: View files uploaded by the customer directly in the browser.
  • Order History: Check the original Shopify order details, including fulfillment status and previous customer interactions.
  • AI Analysis: (Available on high-tier plans) Let our AI summarize the claim and suggest a resolution based on your policies.

2. Communication​

  • Internal Notes: Add private notes for your team that the customer will never see.
  • Customer Notifications: When you change a claim status, an email is automatically sent to the customer based on your Email Settings.

3. Executing Resolutions​

Claimify makes it easy to resolve issues without leaving the app:

  • Refund: Trigger a full or partial Shopify refund.
  • Reorder: Create a new Shopify draft order for replacement items. Shipping handles automatically.
  • Gift Card: Issue a store credit gift card.
  • Discount Code: Generate a unique discount code for the customer's next purchase.

Claim Lifecycle Tips​

Use the Kanban Board​

If your team prefers a visual workflow, switch to the Kanban View. Drag and drop claims between columns to update their status. This is great for teams with multi-step review processes (e.g., Review -> Technical Check -> Approval).

Custom Statuses​

Don't be limited by default statuses. Head to Settings to create custom labels like Waiting for Customer, In Lab, or Ready for Pick-up.

Exporting for Accounting​

At the end of the month, use the Export button on the main claims page to download a CSV of all resolved claims. This includes resolution types and amounts for easy reconciliation.