Consumer Claims Page

Give each brand a public, branded page where their shoppers can raise a claim themselves, with no account needed. The shopper says what went wrong and what they would like done about it; the claim goes to the brand or straight to your team, within limits you set; and the shopper is emailed the outcome automatically, in the brand's own voice.

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, carrying no Claim Core or 3PL branding
• • Looks up their order with the order number plus a second detail (the delivery postcode, the email address or the mobile number on the order, whichever you ask for)
• • Picks the item and what went wrong (damaged, wrong item, not received, and so on), adds a short description and their email
• • Says what they would like: a refund, a replacement, or something else in their own words
• • Gets a reference number on screen, and a one-word outcome if a rule has already decided

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. If the order falls outside the limits you have set, the shopper is asked to contact the brand instead; they never see the figures.

What happens to the claim

You choose, per brand, where a shopper's claim goes first:

• • Straight to us (the default): your team decides it as usual. The brand is told for information and sees it in the portal marked as consumer-raised
• • The brand first: the brand's admins accept or reject it from the portal. Any brand user can pass it to your team with a reason when the warehouse needs to look into it; once passed, it stays with you and you decide it as usual. This route needs an active brand admin on the brand
• • Whoever decides records what was granted (a refund, a replacement or something else) alongside what the shopper asked for, and both show on the claim
• • The shopper is emailed the outcome automatically when the claim is decided, in the brand's voice, showing what they asked for and what was agreed. If the brand has no claims email to send from, the portal offers a Send outcome button for later
• • Your automation rules run on every shopper claim at submission. New conditions, "Raised by" and "Shopper asked for", let a rule approve small refunds on the spot; a rule never approves a damaged, wrong or faulty item claim without a person, since shoppers cannot attach photos yet

If the item needs to come back for inspection, whoever accepts the claim can ask for it: the shopper is emailed a free return label in the brand's voice. See Returns.

Setting limits

Settings → Self-service claims sets what the shopper page will take online for every brand, and each brand's Set limits page can override any of them:

• • A claim window after despatch (30 days unless you change it)
• • Caps on order value and item value (none unless you set them)
• • How many online claims one order can carry (three unless you change it)
• • Which problem types and which resolutions shoppers can choose
• • Whether to refuse online claims on orders the warehouse system has on hold, so a fraud or payment query is handled by a person

Anything an order's data cannot answer (no despatch date, no line values) passes the check that would have needed it, and a rule will not approve such a claim automatically. Brand admins see the limits that apply to them, read-only, in portal settings.

Turning it on for a brand

Open Settings → Brands → [Brand name] (or Your claims page if you run Claim Core as a brand) and find the Consumer claims page card. Four conditions must be met before the page goes live:

1. Your plan includes consumer claims, which are available on the Business and Enterprise tiers (and on custom plans where it has been enabled).
2. The brand is mapped to its sales channel (Helm) or fulfilment client (Helm Legacy) on the brand's edit screen; a brand that is the only one on a Helm connection needs no mapping. This is what scopes order lookups to that brand only.
3. The brand has a claims email address, because outcome emails go to shoppers in the brand's name, never from Claim Core.
4. You switch the page on from the card, and choose whether shopper claims go straight to you or to the brand first.

When a condition isn't met yet, the card tells you which one. Once everything is 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 (delivery postcode, email address, mobile number), 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.