What does the claims process look like for customers?

Customers start by logging into their customer-account on your Shopify store. Next then can click “File a Claim” from either their order history or the “My Warranties” page in their account. This opens a branded claims portal on your site, where they complete a short form describing the issue, uploading photos or documents if needed. Alternatively, you can disable all claim portals and require customers to submit claims via email or phone, although this is not recommended.

Once submitted, the claim is reviewed based on your settings. If you’ve enabled auto-approval, customers may receive an instant resolution. Otherwise, they’ll be notified as soon as you review and approve the claim.

If you've enabled repairs as a potential claim resolution, customers will be notified when they need to pay a deductible, send an item back for repair, and when their item has been successfully repaired and shipped back.

All updates are sent via email and displayed in their customer account on your store, keeping the experience transparent, fast, and fully under your brand.