Guide for 3PLs

Everything your operations team needs to get up and running with Claim Core.

Roles in Claim Core

Your 3PL account has two internal roles:

Setting up your account

1. 1Create your organisation - done automatically when you sign up.
2. 2Add brands - go to Settings → Brands. Each brand gets its own isolated portal.
3. 3Invite staff - go to Settings → Team. Staff members receive an invitation email.
4. 4Connect your WMS - go to Settings → Integrations. See the integrations guide.
5. 5Invite brand users - from the brand settings page, send portal invitations to your clients.
6. 6Let shoppers raise claims - on Business and Enterprise, enable a brand's consumer claims page so customers can self-serve. Give the brand a claims email address first, choose whether shopper claims come straight to you or to the brand's admins first, and set the self-service limits under Settings → Self-service claims.

Daily workflow

When a brand submits a claim, or a shopper raises one that is routed to you, it appears in your Claims list with a Submitted status. From there your team:

• • Reviews the claim lines and brand-supplied evidence
• • Checks the WMS evidence surfaced automatically in the workbench
• • Adds internal notes and moves the claim to Under Review
• • Makes a decision - accept or reject, recording what was granted (a refund, a replacement or something else) beside what was asked for

The brand is notified by email at each status change, and a shopper who raised the claim is emailed the outcome automatically in the brand's name. Shopper claims a brand is deciding itself show a With brand badge in your list; the brand can pass one to you with a reason, and from then on it is yours. See the claims workflow guide for details.