Claims Management
Manage your claims efficiently by approving, canceling, or refunding claim requests. Follow the steps below to handle claims within the Sam: Shipping Protection app.
Accessing Claims
Go to Claims Page:
Navigate to the Claims page from the main menu.
Here, you can view all claim requests and their statuses.
Check Claim Status:
Filter claims by status (Pending, In Progress, Approved, Partially refunded, or Cancel) to focus on the claims that need your attention.
Overview of Claims Page
Managing Claims
Edit Claim:
Click on the "Edit" button next to the claim you want to manage.
You will be redirected to the Order Claim Request Page.
Approve or Reject Claim
Review the reasons for the claim.
Click on the "Fulfill Claim" button to approve and resolve the claim (refund, store credit, or reorder — see below), or use "Cancel" to reject it.
Cancel Claim
Click on the "Edit" button next to the specific order in the claim menu.
Click on the "Cancel" button to reject the claim.
Refund Claim
Click on the "Fulfill Claim" button.
A "Fulfill Claim" popup will appear.
Select the "Refund" option and insert the refund amount.
Click on the "Save" button.
You can either partially refund the amount or fully refund the claim amount to the customer as per your store policies.
Refund by Store Credit
Click on the "Fulfill Claim" button and select the "Refund by Store Credit" option from the dropdown menu.
Insert the amount to issue as store credit instead of a direct payment refund.
Click on the "Save" button. The customer receives a Shopify store credit for the specified amount.
Re-Order Claim
Click on the "Fulfill Claim" button and select the "Re-order" option from the dropdown menu.
Insert the number of products that need to be re-ordered or choose to re-order the entire order.
Click on the "Save" button after entering the required information.
Allowing Claims from the Front End
Enable Claim Form: see Insurance Claim Page Setup to add the Claim Page to your storefront.
Customer Claim Submission
Customers can enter the email ID used to place the order, the order number, and the reason for the claim.
After filling in the details, they can submit the claim.
Claim Page 
Find where to Insert reason , add the images of the product and button to submit to request for claim
Claim Settings & Translations
Claim Settings, available directly on the Claims page, let you configure options such as automatic refund-by-store-credit and refund ranges.
Claims Translations is a separate page where you can translate the customer-facing claim form and claim status messages into your store's supported languages.
Last updated