Shipping Protection
The Customer Claim Portal
The Customer Claim Portal
Shipping Protection
The Customer Claim Portal
Customize every portal step, OTP, claim windows, and global colors.
Portal overview
The Claim Portal is the self-service flow customers use to file and submit a claim without contacting you directly. It's accessed at the URL from Getting Started, and every screen is editable through Claims → Claim Portal → Open portal editor.
Portal-wide settings apply across the whole flow: Require OTP (sends an email verification code — always email-based, never SMS), Limit Claim Form to Protected Orders Only, and Prevent Claim Submit After (days from delivery, 0 = no limit). A Global Color Settings panel controls background and overlay colors throughout.
Portal pages
| Page | What the customer sees | What you can customize |
|---|---|---|
| Search Order | Enter email + order number to look up their order. | Short title, logo/image, fonts, colors. |
| Order List | Pick the right order if multiple match. | Short title, logo/image, fonts, colors. |
| Order Details | Select which product(s) are faulty, with "Select all." | Short title. |
| Reasons | Choose Damaged, Lost, Stolen, or "Something else." | Reason title text, "Something else" label, colors. |
| Attachment Page | Explain the issue (required) and optionally attach a photo. | Short title; whether explanation text and photo are required per reason; field labels. |
| Refund-Reorder | Choose Reorder or Refund (or any extra option you've added). | Short title, button labels, custom action buttons. |
| Reorder Submit Page | Confirm shipping address before the replacement ships. | Title, paragraph copy, Next/Back button text. |
| Claim Successful | Branded confirmation that the claim is under review. | Title, paragraph copy, button text, fonts. |