What is it?
Order-based steps appear once per claim (not per product). Use them to collect extra information or display important instructions before the customer submits the claim.
Scope
Global across all markets.
Visibility: Answers appear on the customer status page and in admin during review.
Analytics: Answers are not included in analytics/exports.
Locking: One answer per step; once you Completed review, answers cannot be edited.
Step types
Question
Free-text answer.
Optional max character limit (no minimum).
Customer must answer to continue.
Yes/No
Simple binary choice (e.g., “Do you still have the original packaging?”).
Customer must choose Yes or No to continue.
Information
Show policy/instructions.
No checkbox – customer just clicks Continue.
Create & manage steps
Go to Settings → Claims → Order-based Steps.
Click Add step.
Choose a Type (Question / Yes/No / Information).
Enter the Title (customer-facing).
(Question only) set a Character Limit if needed.
Click Add.
Drag-and-drop to reorder. Use ••• to Edit or Delete.
Tip: Keep titles concise. For Information, link to your claim policy where relevant.
What your team sees
Admin shows answers under Order Details on the claim.
The status page also lists the answers.
After you Completed review, answers are locked.
Examples
Yes/No: “Do you still have the original packaging?”
Question: “Describe the defect as precisely as possible” (max 1000 chars).
Information: “Claim policy: We always verify the product before any payout.”
FAQ
Are steps mandatory?
Question and Yes/No must be answered to proceed. Information uses Continue (no checkbox).
Can I target steps per market?
Not yet. Steps are global.
Can I export answers?
Not currently. They’re visible in admin and on the status page.
📸 Where to place images
Order-based Steps overview
Type dropdown
Admin – Order Details (answers)
