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Scenario: VIP & High-Value Claims

High-value orders represent your most important customers. Treating these claims with extra care can turn a negative experience into a lifelong customer relationship.

1. High-Value Detection​

Use a global condition to identify orders that exceed your threshold (e.g., $500).

  • Condition: Order Total Price > 500.
  • Action: Move to CUSTOM Status: EXECUTIVE_PRIORITY.
  • Notification: Set up a custom email notification that says: "Your priority claim is being reviewed by a senior manager to ensure the fastest resolution."

2. Retention Strategy (Store Credit)​

Instead of a standard refund, offer a Gift Card bonus to keep them shopping.

  • Manual Resolution: Give the customer a choice between a $500 Refund or a $550 Gift Card (+10% Bonus).
  • Result: Many high-value customers will take the bonus credit, keeping the revenue in-store and encouraging a future $1,000+ order.

3. VIP Tagging​

If you use Shopify Tags for VIPs, you can create a rule specifically for them.

  • Condition: Customer Tags contains "VIP" or "Diamond Member".
  • Action: Move to the top of the Kanban board for 1-hour resolution.

Benefits​

  • Priority Service: Your most profitable customers never have to wait in the general queue.
  • Revenue Protection: Bonus store credit incentives keep cash flows healthy.
  • Brand Image: Real-time management alerts ensure no high-value claim "slips through the cracks."