Claim Review
How to review, update, and resolve warranty claims from the merchant dashboard.
Claim Review
When a customer submits a claim, it appears in your Claims dashboard with a Pending status. The claim review page shows all claim details, policy information, order context, evidence, and resolution tools.
Accessing a Claim
To open a claim, go to Dashboard > Claims and click any claim row. The claims list shows the claim number, customer, product, type, status, and date.
What You See on the Review Page
The review page has two columns. The left column contains claim details, evidence, and history. The right column contains status controls and resolution actions.
Claim Information — Claim number, status, claim type, date of incident, description, and any additional details the customer provided.
Policy Information — Policy number (linked to the policy detail page), warranty type, term, coverage period, customer name, and deductible amount if configured.
Order Details — Order number (links to Shopify admin), order date, customer name (links to Shopify customer profile), and email.
Protected Product — Product name, variant, SKU, and price.
Evidence Gallery — All submitted photos and videos in a thumbnail grid. Click any thumbnail for a full-size preview. Photo thumbnails show a colored fraud analysis indicator. See Fraud Detection for details.
Changing Claim Status
To update a claim’s status, use the status selector in the right column.
| Status | Meaning |
|---|---|
| Pending | Awaiting review |
| Approved | Approved for resolution |
| Denied | Claim denied |
| Repair in Progress | Product is being repaired |
| Awaiting Return Shipment | Waiting for customer to return the product |
For all statuses except Pending, you can provide a reason that is saved to the claim timeline.
Resolution Actions
When a claim is approved, four resolution actions are available:
| Action | What it does |
|---|---|
| Issue Credit | Creates a Shopify gift card for the customer |
| Issue Refund | Refunds to original payment method or store credit |
| Issue Replacement | Creates a replacement order |
| Issue Repair | Authorizes a repair, refurbishment, or part replacement |
You can also Deny Claim, which requires selecting a denial status and providing a reason.
For full details on each resolution type, see Claim Resolutions.
Claim Timeline
At the bottom of the review page, a timeline shows the full claim history in reverse chronological order — including resolution events, claim submission, policy creation, and order placement.
Shopify Integration Links
Throughout the review page, relevant items link directly to Shopify admin:
- Order number links to the Shopify order
- Customer name links to the Shopify customer profile
- Policy number links to the Umbrella policy detail page
Related
- Claim Resolutions — Detailed guide to each resolution type
- Filing Claims — How customers submit claims
- Fraud Detection — AI-powered evidence analysis
- Claim Evidence — Evidence management and review