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

1. Go to Claims Page:

   • Navigate to the Claims page from the main menu.

   • Here, you can view all claim requests and their statuses.

2. Check Claim Status:

   • Filter claims by status (Pending or In-Progress) to focus on the claims that need your attention.

Overview of Claims Page

Managing Claims

Edit Claims

1. 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.

Find the Edit Button

1. 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.

Find the Claim Status and Fulfill Claim

Cancel Claim

1. 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.

Popup for Cancel Claim

Refund Claim

1. 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.

Popup for Refund Claim

• You can either partially refund the amount or fully refund the claim amount to the customer as per your store policies.

Re-Order Claim

1. Reorder a Claim:

   • Click on the "Fulfill Claim" button and select the "Re-order" option from the dropdown menu.

   

• Insert the number of reordered hats that need to be reordered, or choose to reorder the entire order.

• Click on the "Claim" button after entering the required information.

Store Credit:

Go to Fulfill Claim

• Navigate to the Fulfill Claim section from your claim management dashboard. Click on the dropdown menu under Select Claim Type to view available options.

• Choose "Store Credit" from the dropdown list to issue the customer a store credit for the claimed item. In the text box, provide a short explanation for issuing store credit.

• After entering the necessary details, click Add Store Credit to complete the process.

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

1. 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.

Enable Claim Form

1. 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.

Insureful Claim Page

Find the Claim button

Find where to Insert reason , add the images of the product and button to submit to request for claim

1. Email Notifications:

   • Both the admin and the customer will receive email notifications for the claim request.