Returns

When a claim is accepted and you want the item back to inspect or restock, ask for it from the claim. The shopper gets a free return label in the brand's name, the warehouse confirms when it arrives, and the claim records the whole thing. Returns are part of the Business and Enterprise plans.

What a return is here

Claim Core is a claims product, not a returns portal. A return only exists behind an accepted claim: something arrived damaged, faulty or wrong, and you need it back. A shopper who has simply changed their mind is not a claim and is not handled here. Because a granted claim already means the fault was not the shopper's, the label is always free to them, and Claim Core never charges anyone or triggers a refund. Receiving the item is recorded on the claim, and what you do next stays in your own systems.

Asking for the item back

• • When you accept a claim, tick We need the item back in the decision dialog, or use Ask for the item back on the Return card of any accepted claim. A brand admin can do the same from the portal while the brand is handling the claim.
• • Choose which items and quantities to send back. Missing, undelivered or late items have nothing to return, so they are not offered.
• • Choose how the shopper gets the label: from the warehouse system where it can make one, a label your team uploads, or written instructions with your return address.
• • An automation rule can do this for you: the action Auto-approve and ask for the item back approves the claim and opens the return, for example for damaged items over a value.

What the shopper sees

The shopper is emailed, in the brand's voice, a link to a page showing what to send back, your instructions and a button to print the prepaid label. The page carries no Claim Core, 3PL or warehouse-system branding. If the label is still being issued the page says so and updates itself. Once the parcel is scanned, the page shows the tracking number, and once the warehouse confirms receipt it says thank you.

Where the label comes from

• • ShipHero creates the return and buys a free label on the carrier and service set on the ShipHero connection. Left blank, ShipHero issues a generic label that needs no carrier account. Claim Core keeps its own copy of the label so the shopper's link never expires, and reads the return back every hour for the label, tracking and receipt. If no label has been issued after six hours the return switches to the upload path and the team is told, so nobody waits on a label that is not coming.
• • Mintsoft records the return against the order, with each item and its reason, and reports when it is received and restocked, but its API does not issue labels. Upload a label from your carrier or send instructions; receipt is then confirmed from Mintsoft automatically.
• • Deposco opens a customer return (RMA) against the order, with each item and its reason, and reports when it is received, but its API does not issue labels. Upload a label from your carrier or send instructions; receipt is then confirmed from Deposco automatically.
• • Linnworks books the return (RMA) against the order, accepts it, and asks Linnworks for a return label PDF from the courier the order shipped with, or the return service named on the connection. Claim Core keeps its own copy of the label. If the courier cannot print return labels, Linnworks says so, the team uploads a label for that return and every later one, and the connection page offers to try again. Receipt is confirmed from Linnworks automatically.
• • Helm, Helm Legacy and Clarus do not issue return labels through their APIs. Upload a label from your carrier, or send instructions only. The return still tracks receipt when you mark it received.
• • No warehouse system: the same upload or instructions path.

Settings

Settings → Returns holds your return address (used when you send instructions rather than a label), the instructions shown to shoppers, and the parcel size a warehouse system is told when it prices a label. Every return snapshots the address at the time it is opened.

Closing the loop

• • A warehouse-system return moves to Received on its own when the warehouse books it in; anyone deciding the claim is emailed. Otherwise use Mark as received.
• • Close the return once you have inspected the item. Cancel stops the shopper's link; you can ask again later. Cancelling here does not cancel it in the warehouse system.
• • Every step is on the claim's activity feed, and the brand sees it in the portal.