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Form Customization & Rules

Claim Forms are the entry point for your customers. Making them both easy to use and strictly validated is key to efficient support.

Custom Attributes​

Attributes allow you to collect data beyond the standard Shopify order info. This is critical for warranties, specialized products, or complex shipping issues.

Order-Level vs. Item-Level​

TypeWhen it's askedBest Use Case
Order-LevelOnce at the end of the form.Photos of the shipping box, overall feedback, "Was the tape broken?".
Item-LevelFor every product selected.Serial Numbers, Batch IDs, "What color should the replacement be?".

Supported Field Types​

  • Short Text: For serial numbers or simple codes.
  • Long Text: For detailed descriptions of the problem.
  • Number: For technical measurements (e.g., "Weight of package").
  • Checkbox: For binary agreements (e.g., "I agree to send the item back").
  • Date: For "Date of failure" or "Date discovered".
Plus Plan Feature

Custom Attributes are available on the Plus and Business plans.

Validation Rules (The Gatekeeper)​

Validation rules prevent customers from submitting invalid claims before they even reach your inbox. This saves your team hours of manual rejection work.

1. The Time Window​

Limit claims based on how much time has passed since the order or fulfillment.

  • Order Age: "No claims allowed after 60 days of purchase."
  • Fulfillment Age: "Claims must be filed within 7 days of delivery." (Most effective for shipping damage).

2. Order Status Requirements​

Ensure the order is in the right state for a claim.

  • Fulfillment Status: Only allow claims if the status is FULFILLED or DELIVERED.
  • Financial Status: Only allow claims if the order is PAID. Prevent claims on cancelled or refunded orders.

3. Inventory & Product Logic​

  • Product Exclusions: Prevent claims on "Final Sale" items or gift cards.
  • Collection Filtering: Create a specific form that only works for your "Fragile Electronics" collection.

4. Frequency Limiting​

Prevent "Claim Abusers" by setting a maximum number of claims a single customer can file within a year.

Plus Plan Feature

Advanced Validation Rules (Time Window, Product Exclusions, etc.) require the Plus plan or higher.

Branding & Visuals​

  • Form Banner: Add a header image to match your store's aesthetic.
  • Primary Color: Customize the buttons and highlights to match your brand colors.
  • Instructions: Add custom text block to explain your policy directly on the form.

Multi-Language Support​

Translate every label, reason, and error message. Claimify detects the customer's browser language or can be forced to a specific locale via URL parameters.