Shipping Protection
Filing a Claim
File claims from the app on a customer's behalf, or let customers use the self-service portal.
Claims can be filed two ways: by your team, from inside the app, or by the customer, through the self-service Claim Portal (Customer Claim Portal).
Filing on a customer's behalf
From an order, clicking File a Claim opens an Add New Claim form pre-filled with the order's general information (order number, date, customer name, email, subtotal, discount, taxes, amount paid). For each line item, choose a reason — Lost, Stolen, Damage, Empty, or None — or type a custom reason, and attach a photo and free-text description before submitting.
Customer self-service filing
Through the Claim Portal, customers work through a guided multi-step flow with a comparable, customer-friendly reason set (Damaged, Lost, Stolen, or "Something else" for an open-ended reason). The full journey, and everything you can customize about it, is in Customer Claim Portal. Claims filed this way appear in your dashboard immediately, and both you and the customer get notified at each step via the email templates in Branding & Email.