Evidence & WMS Integration
Claim Core automatically surfaces operational evidence from your WMS when a claim comes in.
How evidence surfacing works
When your WMS dispatches an order, it sends a lightweight webhook to Claim Core with the order reference. When a brand later raises a claim against that order, Claim Core uses the stored reference to request the full operational record from your WMS.
This happens automatically - your team does not need to manually pull data from the WMS.
Evidence available (Helm and Helm Legacy)
- • Order reference and status
- • Tracking details and delivery status
- • Picker, packer, and dispatcher details
- • Pack-station video, where Helm has a recording
What each warehouse system provides
The claim page is the same whichever system is connected. Where a system cannot supply something at all, the field says "Not supported by" that system, so you know not to look for it; "N/A" means the system could supply it but this order has none.
| Evidence | Helm | Helm Legacy | ShipHero | Mintsoft | Clarus | Deposco | Linnworks |
|---|---|---|---|---|---|---|---|
| Tracking, carrier, delivery status | Yes | Yes | Yes | Tracking and carrier; no delivery status | Tracking and carrier; no delivery status | Tracking and carrier, per parcel; no delivery status | Tracking and carrier, per parcel; no delivery status |
| Picker, packer, dispatcher | Yes | Yes | Not supported | Packer and dispatcher; no picker | Where the tenant exposes them | Dispatcher only (who created the shipment) | Dispatcher only (from the audit trail) |
| Pack-station video | Yes | Yes | Not supported | Not supported | Not supported | Not supported | Not supported |
| Holds on the order | On hold or not | Not supported | Fraud, address, payment, operator, shipping method, client | Pack and hold, awaiting payment, fraud, locked | Not supported | On hold or not | On hold or parked |
| Serial numbers shipped | Shown on the claim | Not supported | Yes, and on the order mirror | Yes, from barcode verification | Yes | Yes, per parcel | Yes |
| Lot or batch shipped, with expiry | Not supported | Not supported | Yes | Yes | Not supported | Yes | Yes, with expiry |
| Picking: tote, bin, time, picker | Yes | Not supported | Tote and bin; no picker | Bin and time; no tote or picker | Yes | Not supported | Not supported |
| Files held against the order | Yes | Not supported | Yes, and claim evidence can be sent back | Yes, and claim evidence can be sent back | Not supported | Notes only; claim evidence is sent as a note with a link | Notes and the audit trail; claim evidence is sent as an internal note with a link |
| Return labels | Upload or instructions | Upload or instructions | Created by ShipHero | Return recorded in Mintsoft; label uploaded by your team | Upload or instructions | Return recorded in Deposco; label uploaded by your team | Booked in Linnworks with a return label from your courier where it can print one; otherwise uploaded by your team |
Holds, serial numbers and picking
- • Holds show in the claim's Order details, are recorded on the order when it is mirrored, and drive two controls: the automation condition "Order hold in the warehouse system" (any, none, fraud, payment or address) and the self-service limit that refuses online claims on orders the warehouse has on hold.
- • Serial and lot numbers are shown for every line under Rest of the order once the operational data is fetched. Where the order mirror holds them (ShipHero today), they also sit on each claim line, filled in when the warehouse recorded exactly one; when an order carries several serials of the same item the shopper page asks the shopper which one; and the serial travels onto the return so the warehouse knows what to expect back. On Helm, serials are shown on the claim only.
- • Picking lists each pick with its tote, bin, time and, where the system names one, the picker.
- • Files from the warehouse system appear under Evidence with a link. The links can expire, so fetch the operational data again for fresh ones. On a ShipHero connection you can also switch on "Send claim evidence to the ShipHero order" so every upload is added to the order's attachments there. ShipHero fetches the file from a link, so this needs evidence stored where the link works from outside; each attempt is recorded on the claim's activity, with the reason when it could not be sent. On a Mintsoft connection the same switch uploads the file itself, so it works wherever evidence is stored. On a Deposco connection the switch adds a note carrying the file\'s link to the order, since Deposco takes no uploads.
Claims without WMS evidence
If an order has no matching WMS record (e.g. no integration connected, or the order was not dispatched through the integrated WMS), the claim workbench will show a note indicating evidence is unavailable. Your team can still process the claim manually.
Brand-uploaded evidence
Brands and your team can upload evidence files (JPEG, PNG, WebP or PDF, up to 10 MB each) against a claim. They are checked by their contents rather than their name, stored under the type their bytes actually have, and served privately. Shoppers cannot attach photos on the claims page yet, which is why automation leaves damaged, wrong and faulty item claims to a person.