Automation Rules
Automation rules let you auto-approve or auto-reject claims that meet defined criteria, reducing manual review time.
How rules work
When a claim is submitted, Claim Core evaluates all active automation rules for that organisation in priority order. If a rule matches, the defined action is applied automatically - no manual review needed.
Rule conditions
A rule matches when every one of its conditions is true. Conditions can test:
- • Brand - apply only to one brand, or to all
- • Claim type - any line of the claim, e.g. Missing item
- • Order reference - equals, contains, starts with or ends with, case-insensitive
- • Number of lines and total claimed value - a claim whose value is unknown (no priced lines) never matches a value condition, so "under £10" cannot approve something nobody has priced
- • Raised by - your team, or a shopper on the brand's claims page
- • Shopper asked for - a refund, a replacement or something else
- • Order hold in the warehouse system - any hold, no hold, or a fraud, payment or address hold (the named kinds come from ShipHero; Helm reports only that an order is on hold). Read from the mirrored order when the claim is raised, so a rule can keep automatic approval away from orders under query
Rule actions
Auto-approve
The claim moves to Accepted and the brand is notified. A shopper claim is granted exactly what the shopper asked for, and the shopper is emailed the outcome.
Auto-approve and ask for the item back
Approves the claim exactly as Auto-approve does, then opens a return so the shopper gets a free return label. If the return cannot be opened (the plan does not include returns, or nothing on the claim can be sent back) the approval stands and an internal note says why.
Auto-reject
The claim moves to Rejected and the brand is notified; a shopper is emailed that the claim was not approved. To explain why, add a second rule that posts a brand comment.
Add an internal note
Posts a note only your team sees, using the rule's message. Useful for flagging claims that need a particular person.
Add a brand comment
Posts a comment the brand can see, using the rule's message.
When a rule steps aside
Automatic approval of a shopper claim is left to a person, with an internal note saying why, when:
- • the shopper asked for something other than a refund or a replacement
- • the problem is a damaged, wrong or faulty item, because shoppers cannot attach photos yet and the item is the evidence
- • a self-service limit could not be checked at submission because the order had no despatch date or no line values
Claims raised by your team are automated exactly as before. The number of rules you can have depends on your plan: none on Starter, ten on Professional, unlimited on Business and Enterprise.
Managing rules
Open Automation in the sidebar (organisation admins). You can create, edit, duplicate, reorder and deactivate rules, and see a log of every time one fired. Rules are evaluated in priority order, and a rule marked "stop processing" prevents later rules from running on the same claim.
Note: Automation rules act immediately on submission. Review your rules carefully before activating them. All automated decisions are logged in the claim audit trail.