Statistical Reasons let your team assign internal reasons to each claim, giving you structured insights into why claims happen — without exposing anything to the customer.
What it is
Internal only: Never shown in the customer portal.
Global setting: Applies across all Markets (no per-market localization).
One per claim: You can select exactly one reason per claim.
Locked after review: Once you Complete Review, the reason cannot be changed.
Analytics-ready: Reported in Analytics → Claims → Claim Reason and included in CSV export.
Enable or disable
Go to Settings → Claims → Statistical Reasons
Toggle Enable/Disable to show or hide the field for staff during handling.
Create, edit, and delete reasons
Open Settings → Claims → Statistical Reasons
Click Add Reason, name it, then Add
Use ⋮⋮ to reorder (optional)
Use … next to a reason to edit or delete
Naming tips
Keep it short and unambiguous (e.g., Product defect, Missing parts, Transit damage).
Use consistent language for comparable data over time.
How to select a reason while handling a claim
Open the Claim Details page
Locate Claim Reason (Only visible to staff)
Select one reason from the dropdown
Optionally add an Internal Note for context
When you click Completed Review, the selection becomes locked
Analytics and export
Go to Analytics → Claims → Claim Reason (chart) to see distributions over time and by reason.
Use Export to CSV for further analysis (BI, spreadsheets, etc.).
FAQs
Is this visible to customers?
No — it’s internal only.
Can I select multiple reasons on a claim?
No — exactly one.
Can I change the reason later?
Only until you mark the claim as Completed Review — then it’s locked.
Does it affect customer flow or the decision?
No — it’s purely for reporting.
Best practices
Start simple (3–6 reasons) and iterate after 2–4 weeks of data.
Make reasons mutually exclusive to avoid overlap.
Review top reasons monthly as part of your quality process.