Consumer Claims Page

Give each brand a public, branded page where their shoppers can raise a claim themselves — no account needed. Claims flow straight into the same workflow your team already uses, and the brand can email the outcome back to the shopper.

How it works for shoppers

Each enabled brand gets its own link at /c/<brand>/ (also reachable on the brand's custom domain). A shopper:

• • Lands on a page styled with the brand's logo and colour — no Claim Core or 3PL branding
• • Looks up their order with the order number plus a second detail (the postcode or email on the order)
• • Picks the item and what went wrong (damaged, wrong item, not received, and so on), adds a short description and their email
• • Gets a reference number on screen

A wrong order number and a wrong detail return the same generic "we couldn't find it" message, so the page never reveals which orders exist.

What happens to the claim

A shopper-raised claim lands in the brand portal marked as consumer-raised. From there it follows the normal path:

• • The brand's users are notified and review the claim
• • The brand can pass it to the 3PL, who reviews and decides with evidence as usual
• • Once decided, the brand emails the outcome back to the shopper in the brand's own voice

Turning it on for a brand

Open Settings → Brands → [Brand name] and find the Consumer claims page card. Three conditions must be met before the page goes live:

1. Your plan includes consumer claims — available on the Business and Enterprise tiers (and on custom plans where it has been enabled).
2. The brand is mapped to its Helm fulfilment client (set on the brand's edit screen) — this is what scopes order lookups to that brand only.
3. You switch the page on from the Consumer claims page card.

When a condition isn't met yet, the card tells you which one. Once all three are in place the card shows the live link to share.

Configuring the page

From the same card, Configure page opens a per-brand editor (Organisation Admins) where you can:

• • Set the page headline and intro text
• • Choose which details a shopper must enter alongside the order number (postcode and/or email), and how many
• • See a live preview of exactly what shoppers will see

A brand you never configure simply uses sensible defaults, so existing pages keep working unchanged.

Branding

The page picks up the brand's logo and accent colour. Set these on the brand so the consumer page (and the brand portal) carry the brand's identity; button and focus colours are adjusted automatically to stay readable against any accent colour.