Guide for Brands

How to raise and track claims through the Claim Core brand portal.

Accessing your portal

Once your 3PL invites you, click the link in the invitation email to set your password. After that, sign in at the link provided - your portal shows only claims related to your brand.

Raising a claim

1. 1Click New Claim from your portal dashboard.
2. 2Find the order: start typing the order reference, customer name, postcode or tracking number and pick it from the list. Say what went wrong and, if you like, what you would like done about it.
3. 3Add claim lines - one for each affected item. Select the claim type (missing item, damaged item, etc.) and enter quantities and values.
4. 4Upload any supporting evidence (photos, delivery notes).
5. 5Submit the claim. Your 3PL is notified immediately.

Claims raised by your shoppers on your claims page appear in the same list, marked Consumer raised, with what the shopper asked for.

Tracking your claims

Your portal shows all your claims with their current status. You will receive an email notification whenever the status changes. Claim statuses you may see:

Adding comments

You can add comments to any claim directly from your portal. Internal notes made by your 3PL are not visible to you.

Your shoppers' claims

Your 3PL can switch on a claims page for your shoppers, with your logo and colour, at a link you put on your website, in order emails and on packing slips. A shopper finds their order with the order number and the postcode, email or mobile number on it, picks the item, says what went wrong and whether they want a refund, a replacement or something else.

• • Who decides. Your 3PL chooses, per brand, whether shopper claims come to your team first or go straight to them. When they come to you, your portal shows a Needs your decision view and a banner on the dashboard.
• • Deciding. A brand admin on your team accepts or rejects from the claim page, recording what is granted. The shopper is emailed the outcome automatically, in your name.
• • Passing it on. Anyone on your team can pass a claim to your 3PL with a reason when the warehouse needs to look into it. It then stays with them, and you follow it as usual.
• • Limits. The claim window, value caps and allowed problems are set by your 3PL and shown to you, read-only, in your portal settings. A shopper outside them is asked to contact you instead.

Running Claim Core yourself

A brand that despatches from its own warehouse can run Claim Core without a 3PL. Choose A brand at signup. Your organisation is created with one brand record of its own, named after you, and your team works in the main Claim Core screens rather than the portal: you are the party deciding claims.

1. 1Connect the warehouse system your orders despatch from under Settings → Integrations. Despatched orders, tracking and pack-station evidence then arrive with each claim.
2. 2Open Your claims page in the sidebar, set the wording and which details shoppers must give (delivery postcode, email address or mobile number), and switch the page on. It needs the Business plan and a claims email address to send outcomes from; the founder's email is set as the default.
3. 3Put the link on your website, in order confirmation and despatch emails, and on packing slips. Shopper claims land in your claims list marked as consumer-raised, and your team decides them; the shopper is emailed the outcome automatically in your name.

Self-service limits (Settings → Self-service claims) and automation rules work exactly as they do for a 3PL.