Claims Workflow
How claims move through Claim Core from submission to resolution.
Claim lifecycle
Every claim follows a defined status flow. Transitions are logged in the audit trail and trigger email notifications to the brand.
Claim created but not yet submitted. The brand can still edit and add lines.
Brand has submitted the claim. Your team is notified. SLA clock starts.
Your team is actively investigating. WMS evidence is surfaced. Internal notes can be added.
Flagged for senior review. Used when additional sign-off is needed before a final decision.
Claim approved. Brand is notified. Claim is closed.
Claim declined. Brand is notified with the decision reason. Claim is closed.
Raising a claim
On the new-claim form, pick a brand and start typing in the Order reference field. After two characters Claim Core searches both your local order index and the connected WMS in real time, matching on:
- •Order reference (channel/Shopify reference or the WMS internal order number)
- •Customer name
- •Delivery postcode
- •Courier tracking number
A dropdown of matching orders appears; each row shows the reference, customer, postcode, dispatch date, and tracking. Selecting one auto-fills the claim lines from the order's contents - you only need to pick a claim type per line.
Claim lines
Each claim contains one or more lines. A line represents a single item or issue within the claim. Each line has:
- •Claim type: Missing item, Damaged item, Wrong item received, Not received, Late delivery, Quality issue, Packaging damaged, Lost in transit, or Other
- •SKU and description - pre-filled from the WMS when the order is matched
- •Quantity and unit value - used to calculate the total claimed value. Unit value pre-fills from the order's pricing data when available
The claim detail page
Once a claim is created, the detail page surfaces a structured sidebar pulled from the WMS:
- •Order details: reference, WMS internal ID, status, dispatched date
- •Customer: name, company, email, phone - plus a count of other claims from the same customer (matched by email or postcode)
- •Shipping address
- •Tracking & fulfilment: carrier, tracking number, status, picker, packer, dispatcher, proof of delivery, pack-station video where available
- •Prior claims for this order: status badges for any earlier claims on the same order, with links to past decisions
- •Rest of the order: lines on the original order that aren't being claimed - useful context when adjudicating
Missing fields render as N/A rather than disappearing, so the layout stays stable regardless of how much WMS data is available.
Reopening claims
Accepted or rejected claims can be reopened by an Organisation Admin if additional information comes to light. The claim returns to Under Review status.