Claim Resolutions
The four resolution types available when approving a warranty claim: credit, refund, replacement, and repair.
Claim Resolutions
When you approve a claim, four resolution actions are available. If the policy has a deductible configured, it is automatically factored into the payout amount.
Resolution Overview
| Resolution | What It Does | Best For |
|---|---|---|
| Issue Credit | Creates a Shopify gift card | Keeping revenue in-store |
| Issue Refund | Refunds to original payment or store credit | Full or partial monetary refunds |
| Issue Replacement | Creates a replacement draft order | Sending a new product |
| Issue Repair | Authorizes a repair workflow | Fixable products, refurbishments |
Issue Credit
Creates a Shopify gift card for the customer. Choose from three amount options:
- Current Product Price — The current retail price, with an option to add extra credit on top.
- Original Amount Paid — The price the customer paid, including any discounts.
- Custom Amount — Any amount you enter.
The deductible (if any) is subtracted from the total. After you click Issue Credit, the gift card code is emailed to the customer and the claim is set to Approved.
Issue Refund
Processes a monetary refund through Shopify. Configure:
- Refund type: Full Refund, Partial Refund (product price only), or Custom Amount.
- Refund method: Original payment method or store credit.
- Refund notes: Internal notes saved to the claim record.
- Customer notification: Toggle whether Shopify sends a refund notification email (on by default).
The deductible is subtracted from the refund total. The custom amount cannot exceed the original amount paid.
Issue Replacement
Creates a new draft order in Shopify to ship replacement products.
- Select which items from the original order to replace and adjust quantities.
- Choose a payment option: Free Replacement, Partial Payment, or Full Payment.
- The original shipping address is used by default (you can change it).
- Optionally send a deductible invoice to the customer.
- Add replacement notes and toggle customer notification.
Issue Repair
Authorizes a repair, refurbishment, or part replacement.
- Repair type: Repair/Fix, Refurbishment, or Full Replacement.
- Optional fields: Estimated cost, estimated completion date, vendor/service provider.
- Required: Repair instructions/notes.
After authorizing a repair, track progress using the claim status selector:
Deductible Handling
All four resolution types account for policy deductibles automatically:
| Deductible Type | Behavior |
|---|---|
| Per Claim | Applied to every claim on this policy |
| Per Policy | Applied only to the first claim |
| None | No deductible; full amount is paid out |
How deductibles apply by resolution type:
- Credit and Refund — Deductible is subtracted from the payout.
- Replacement — Deductible is added to what the customer pays. An optional invoice can be sent.
- Repair — Deductible is noted in the repair authorization.
Deny Claim
To deny a claim, click Deny Claim and provide a required denial reason. The reason is recorded in the claim timeline and the customer can be notified based on your notification settings.
Related
- Claim Review — The full claim review interface
- Filing Claims — How customers submit claims
- Fraud Detection — Using fraud analysis to inform resolution decisions