Claims
Manage your claims efficiently by approving, canceling, or refunding claim requests. Follow the steps below to handle claims within the Insureful 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 or In-Progress) to focus on the claims that need your attention.
Managing Claims
Edit 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 "Claim Status" or "Fulfill Claim" button to either approve or reject the claim.
Cancel Claim
Cancel a Claim:
Click on the "Edit" button next to the specific order in the claim menu.
Click on the "Claim Status" to cancel or reject the claim.
Refund Claim
Refund a Claim:
Click on the "Fulfill Claim" button.
A "Fulfill Claim" popup will appear.
Select the "Refund by Amount" option and insert the refund amount.
Click on the "Claim" button.
You can either partially refund the amount or fully refund the claim amount to the customer as per your store policies.
Re-Order Claim
Re-order a 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 "Claim" button after entering the required information.
Claim Statuses in Request List
Requested: The customer has requested a claim.
In Progress: The customer service team is reviewing the claim.
Approved: The claim is valid; the merchandise will be reordered, or the amount will be fully refunded to the customer.
Partially Approved: This applies to multiple orders in a single shipment, meaning only part of the claim was valid and approved.
Cancel: The claim is denied due to false claims or improper activity.
Allowing Claims from the Front End
Enable Claim Form:
Go to theme customization from store themes.
Add the Insureful Claim Form extension to the page where you want to display the claim form.
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.
Email Notifications:
Both the admin and the customer will receive email notifications for the claim request.
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