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Advanced Automation Strategies

Once you're comfortable with basic claims, you can use the Automation Engine to handle repetitive tasks, allowing your team to focus on complex cases.

Strategy 1: The "Trusted Customer" Auto-Approval​

This rule automatically approves claims for low-value items from customers who have never filed a claim before.

  • Conditions:
    • Line Item Amount is less than or equal to 15
    • Customer Previous Claims Count is equal to 0
    • Reason is in Product Arrived Broken, Damaged
  • Action: APPROVE
  • Resolution: REFUND
  • Auto-Process: Enabled
  • Comment: "Hi {customerName}, we're sorry for the damage. Since this is your first claim and the item value is low, we've automatically processed a refund for you."

Strategy 2: Fraud Prevention (Auto-Reject)​

Protect your store from serial claimants or incomplete submissions.

  • Conditions:
    • Files Count is less than 1
    • Reason is in Damaged, Wrong Item
  • Action: REJECT
  • Comment: "Hello. We cannot process claims for damaged or incorrect items without photo evidence. Please refile this claim with the required attachments."

Strategy 3: VIP High-Value Routing​

Identify high-value claims or VIP customers and move them to a special status for manager review.

  • Conditions:
    • Order Total Price is greater than 500
  • Action: CUSTOM
  • Custom Status: MANAGER_REVIEW (You must create this status in Settings first)
  • Comment: "High-value claim detected. Moving to internal manager review queue."

Strategy 4: SKU-Specific Handling​

If a specific product is fragile and always requires a replacement instead of a refund.

  • Conditions:
    • Line Item SKU contains GLASSWARE-
  • Action: APPROVE
  • Resolution: REORDER
  • Comment: "Our apologies for the glass breakage. A replacement order has been automatically created for you."

Tips for Success​

  1. Prioritize Your Rules: Always put your "Rejection" rules at the top (Priority 1) to catch bad claims first.
  2. Be Transparent: Always include an "Automatic Comment" so customers know why a decision was reached.
  3. Monitor Your "Auto" resolutions: Occasionally check your automated refunds and reorders to ensure your logic is working as intended.
  4. Use Custom Statuses: If you're not ready for full auto-approval, use the CUSTOM action to route claims to different internal "folders" for your team.