This article covers per-line reviewing, label creation, payouts/replacements, and closing a claim.
At a glance
You decide per line item (accept/reject) and may change the customer’s desired resolution per line.
A return label is created only when a Return Resolution is accepted (item must be returned).
Compensations (e.g., gift card/refund without return) are issued immediately on acceptance with no label.
“Claim Reason” is internal & global; you pick one during review – it cannot be changed after “Complete Review.”
1) Page overview
See Claim details, customer info, and the Claim Timeline.
Detail page with metadata, customer info, and the Claim Timeline.
Click Review (top right) to start.
2) Review – Order Details
At the top you’ll see Order-based step answers (yes/no, free text, information). These are internal context for your review.
3) Review – Products (per line item)
For each line item you can:
Read Product-based answers (incl. images).
Accept or Reject the line.
Change the resolution (click Change) if needed.
Review answers and images, choose Accept/Reject per line, and adjust the resolution via ‘Change’.”
4) Return Shipping & internal Claim Reason
If any accepted line requires a return, you’ll see Return Shipping.
Shipping Option is pre-selected by the customer in the portal, but you can adjust it.
Pick Claim Reason (internal, statistical – single select) and an optional Internal note.
Choose the return method and register the internal statistical claim reason.
5) Complete the review
On the right, the Summary shows what you’re about to confirm.
Keep Send Confirmation to Customer checked if you want to notify them.
Click Complete Review.
On completion:
Return resolutions (require return): We create a return label instantly. The flow typically moves to Awaiting hand-in → In transit → Delivered. Payout/gift card/replacement only happens after the item is received and approved.
Compensation resolutions (no return): Gift card/refund is issued immediately, and no label is created.
6) After review: “Processing”
The detail page now highlights accepted/rejected lines and, when applicable, the generated label and Label Actions.
Post-review outcome: accepted/rejected lines, label, and financial handling.
7) Close the claim
When returned items are received and checked, click Close (top right).
In the dialog:
Tick the items you have received.
Add an internal note if needed.
Click Close claim.
This triggers any refund/gift card/replacement that was waiting for receipt.
Confirm which items were received and close the claim.
FAQ
Can I change the Claim Reason after “Complete Review”?
No, it’s locked after the review is completed.
Can I change a resolution after review?
You can always handle items individually later (e.g., if an item never arrives). For major changes, communicate with the customer/perform a new assessment.
Where do the customer’s answers/images appear?
On the review screen and the detail page – and on the customer status page. They are not part of Analytics.