How does the claim flow work?

Here’s what happens to a claim, from the moment a customer files it to the moment you settle it. Each step links to the full how-to.

1. How does the customer file a claim?

On your claim portal, the customer enters their email (1) and order number (2) and clicks Submit (3). They pick the order, say what went wrong, add at least one photo and click Submit Claim.

If the customer emails or chats with you instead, create the claim for them.

2. How do you find out about it?

The claim shows on the Claims page as Requested. If claim emails are on, you get New claim (admin) and the customer gets Claim received. Claim emails start off, so turn them on first.

3. How do you review it?

Click the claim to open it. It moves to In progress. Read the customer’s report and look at their photos.

4. How do you settle it?

Click Resolve claim and choose one:

• Refund to the customer’s original payment method.
• Store credit on the customer’s account.
• Reorder: a replacement order the customer isn’t charged for.

To close the claim without paying out, use More actions > Cancel claim. See Resolve a claim.

5. What does the customer get?

If the matching email is on, Sam emails the customer. For refunds and store credit, Shopify also sends its own notification.

Good to know

• You decide every claim and pay it from your store.
• The protection fee isn’t refunded with a claim.
• Customer can’t find their order on the portal? See Customer sees “The order is not protected”?