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Resolve a claim from the admin

Use this the first time a shopper files a return, an exchange, or a warranty claim.

Steps​

  1. Decide how the form opens: an order lookup, or a claim with no order. Set that before you send traffic to the form.
  2. Choose which products a claim may cover if some brands or product types should be excluded.
  3. Place a test order, or use a guest claim if you allow claims without an order.
  4. File the claim the way a shopper would, including a photo if you ask for one.
  5. In the admin, open the claim. Approve it, or reject it, and send the email the shopper should read.
  6. If you refund or replace, do that from the claim so the record stays with the request.
  7. Ask a signed-in customer to open their account and confirm they can see the claim.

A spreadsheet of old requests​

You can import a file. Map the columns yourself and match each row to the real order before you commit the import.