Skip to main content

Creating Your First Claim Form

A well-configured claim form reduces follow-up questions and helps you make decisions faster. This guide walks you through creating a professional form from scratch.

1. Start with a Template​

Navigate to Forms -> New Claim Form. Click "Use Ready Example" at the top. Choose one that closely matches your needs:

  • General Support: Best for most stores.
  • Warranty/Product Issue: Good if you sell electronics or high-value goods.

2. Basic Information​

  • Title: This is what the customer sees at the top of the form (e.g., "Quality Claim Form").
  • Description: Add a friendly message explaining your claim policy (e.g., "We're sorry something went wrong! Please fill out this form and we'll resolve it within 24 hours.").

3. Customize Your Reasons​

This is the most important part. Don't add too many reasons; keep it simple.

  • Defective/Damaged: Always require at least 2 photos (one of the product, one of the shipping box).
  • Wrong Item Sent: Require a photo of the item received and the packing slip.
  • Missing Item: No photos needed, but maybe add a custom field: "Was the box tampered with?".

4. Add Validation Rules​

Prevent common "invalid" claims before they are even submitted:

  • Set Order Age: Set to 30 days if that matches your return policy.
  • Require Fulfillment: Only allow claims for orders that have actually been shipped (Fulfillment Status is FULFILLED).
  • Paid Only: Ensure you don't process claims for unpaid orders.

5. Add Custom Attributes (Advanced)​

If you need specific data to process a claim, add a Custom Attribute. Example: If you sell bicycles, add a Required field "Serial Number" at the Line Item level.

6. Preview & Save​

  1. Use the Open in Storefront button at the top to see the customer view of your form.
  2. Test the lookup with a real order number from your store.
  3. Once satisfied, click Save.

7. Go Live​

After saving, click Install on Store.

  • Copy the Public Key to use in your store theme.
  • Or simply add the Form URL to your store's navigation menu.

Congratulations! You're now ready to receive your first professional claim.