> For the complete documentation index, see [llms.txt](https://docs.centousapps.com/insureful/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.centousapps.com/insureful/app-set-up/fulfill-a-claim.md).

# Fulfill a Claim

## Fulfilling a claim — step-by-step

1. **Open Manage Claims**\
   Go to **Manage Claims** in your dashboard and find the customer’s claim row.
2. **Open the claim**\
   Click the three-dot menu on the claim row → **Edit** (or **View**) to open **Claim Request Details**.

<figure><img src="/files/MyNCXjJHozS1r3IAsD7J" alt=""><figcaption></figcaption></figure>

3. **Review the claim details**\
   On the Claim Request Details page check: product, price, requested qty, customer note and any attachments (evidence).

<figure><img src="/files/GkJabyNjCbwMefuHvZ4g" alt=""><figcaption></figcaption></figure>

3. **Choose how to resolve the claim**\
   Open **Select Claim Type** and pick one of three options:

   * **Refunded by Amount** — give a money refund (full or partial).
   * **Reorder** — send a replacement order.
   * **Store Credit** — add credit to the customer’s account.

   <figure><img src="/files/ba4RxSVNAvDM1yuWICw4" alt=""><figcaption></figcaption></figure>
4. **If you choose Refunded by Amount**

   * Select the item **quantity** to refund (use the qty dropdown).
   * Enter the **refund amount** in the Summary panel.
   * Fill the **Reason for refund amount** field (required).
   * (Optional) If you change price details there may be a “Modified Price” option.

   <figure><img src="/files/aE8HrXxEbIjZO3oep6oN" alt=""><figcaption></figcaption></figure>
5. **If you choose Reorder or Store Credit**

   * **Reorder**: provide necessary reorder details and confirm the replacement.
   * **Store Credit**: enter the credit amount and write a short reason.

   <figure><img src="/files/fLUOV0arAJMaCeoZszso" alt=""><figcaption></figcaption></figure>
6. **Change claim status (if needed)**\
   If you suspect a claim is not genuine, click **Change Claim Status** (top-right). Choose:

   * **In Progress** — to investigate or process further.
   * **Canceled** — to reject the claim.\
     **If you select Cancel**, you **must** enter a reason for cancellation, then click **Change Status**.

   <figure><img src="/files/sVLTLJmWA5zeG0daX1nI" alt=""><figcaption></figcaption></figure>
7. **Complete the action**\
   After filling required fields, click the button to finalize (e.g., **Refund Rs. X**, **Fulfill Claim**, or confirm reorder/store credit). Ensure the action completes successfully.

<figure><img src="/files/ER6p0EV69AfM8jt0CDQY" alt=""><figcaption></figcaption></figure>

8. **Verify the result**\
   Return to **Manage Claims** to confirm the claim row now shows the updated **Claim Status** and the **Refund / Store Credit** amounts and remaining amount.