Resolving a Claim

Take Actions

Every claim has a status (e.g. New) that you update as you work it, an internal-only Comments section for your team to coordinate without the customer seeing it, and a Take Actions panel with four resolution options:

Reorder

Creates a new Shopify order to replace the claimed item(s). You can adjust quantities, add additional products, set a reason for the reorder, and choose whether to charge the customer, adjust inventory, and send a notification. The new order is auto-tagged (e.g. "Navidium Reorder" plus a reference to the original order) so it’s traceable later.

Refund

Issues a refund to the customer through Shopify’s standard refund flow.

Store Credit

Issues credit through Shopify’s native Store Credit system, applied directly to the customer’s account and redeemable on a future purchase.

Deny Claim

Rejects the claim — use for claims outside your policy, like a missed submission window or an uncovered reason.

Whichever action you take, the customer is notified automatically through the corresponding email template (Branding & Email) — no need to message them separately unless you want to add something beyond the standard notification.