Claims portal

What should a claims portal collect?

• The order number and email used to place the order.
• The problem: lost, damaged or stolen.
• Photos of damage and packaging, and a short description.

Why use one instead of email?

A portal gives you the same details every time, cuts back-and-forth, and creates a record of each claim and how it was resolved. That record also helps you spot repeat claims from the same address.

Example

A customer enters their order email and number, picks “damaged”, uploads two photos and submits. The store sees the claim in its dashboard and approves a partial refund in a few minutes.

With Sam, the claims page is an app block you add in the theme editor; see how to add shipping protection to Shopify. Read more in the order protection guide and on Sam Shipping Protection.