Troubleshooting
The problems that come up most often, and what actually fixes them. If none of this helps, raise a support ticket from inside Claim Core and it arrives with your account context already attached.
Order search returns nothing
Work through these in order.
- Type at least two characters. Search does not run on a single character.
- Check the brand is mapped. This is by far the most common cause. On Helm Legacy a brand needs its fulfilment client; on Helm it needs its sales channel. Without a mapping, live search is blocked on purpose rather than searching the whole warehouse and risking another brand's orders appearing.
- Check the connection is active. Settings, then Integrations. A connection that was disconnected and reconnected should show as active.
- Search the number the shopper quotes, not the warehouse's own reference. Both work, but they are different numbers.
- Very old orders may have aged out of the mirror. Mirrored order records are kept for 180 days.
Despatched orders are not arriving
Your warehouse system pushes despatch events to us. If they stop:
- On Helm, we register the webhook for you when the credentials are saved. Open the connection's manage page and use the test delivery button to confirm it is live.
- On Helm Legacy, the webhook address has to be pasted into Helm by hand. Check it is still there and still matches the address shown on the manage page.
- A scheduled reconciliation also pulls recent despatches independently, so a missed webhook usually heals itself within the hour. If orders are still missing after that, the connection itself is the problem, not the webhook.
Orders arrive but show no brand
An order with no brand is invisible in the brand portal and on the consumer page, because both filter by brand. This happens when orders arrived before the brand was mapped. Map the brand, then ask us to run the backfill for your organisation. It reassigns existing records rather than waiting for them to arrive again.
If two brands are mapped to the same fulfilment client or channel, we deliberately assign neither, because guessing would show one brand another's order. Make the mapping unique and run the backfill again.
The consumer claims page is not live
Three things all have to be true:
- Your plan includes consumer claims, which means Business, Enterprise, or a custom plan with it enabled.
- The brand is mapped to its fulfilment client or sales channel.
- The brand has a claims email address, because the outcome must come from the brand rather than from us.
The toggle tells you which of these is missing, so you never have to guess which gate you are failing.
A shopper says the page cannot find their order
The page matches the order number plus whichever details you ask for against what the warehouse system sent with the order. The message is deliberately the same whether the number or the detail was wrong, so nothing about which orders exist is revealed.
- •The order number is the one the shopper knows from their confirmation, not the warehouse's internal reference. Both work, but they are different numbers.
- •A postcode must match the delivery postcode on the order; an email must appear in the order record; a mobile number must be the one on the order. If your warehouse system does not send phone numbers, do not ask for a mobile number.
- •The order must belong to that brand. Orders that arrived before the brand was mapped have no brand; see above.
- •Orders older than 180 days have aged out of the mirror.
A shopper was told "we can't take this one online"
The order fell outside the self-service limits: the claim window after despatch, a value cap, the number of online claims already on that order, or a problem type or resolution you have not allowed. The shopper is shown the brand's contact address and never the figures. Check Settings, then Self-service claims, and the brand's own limits page; the audit row on any claim that was raised records what the limits saw.
A rule matched but did not approve a shopper claim
Look for the internal note the rule left. Automatic approval steps aside when the shopper asked for something other than a refund or a replacement, when the problem is a damaged, wrong or faulty item (shoppers cannot attach photos yet), or when a limit could not be checked because the order had no despatch date or no line values. A person decides those.
The brand cannot see Accept and Reject
Only a brand admin sees them, and only on a shopper claim you have routed to the brand first. A plain brand user can pass the claim to you but not decide it. If the brand's last admin was deactivated, new shopper claims come to you until an admin is active again; the brand card says so.
Someone did not get their invitation
- Check the spam folder first. It usually is.
- Invitations expire. If it has been sitting a while, send a new one.
- If the address already has a Claim Core account, the invitation will say so instead of creating a duplicate. Ask them to sign in normally.
Signed out sooner than expected
Sessions end after 30 minutes of inactivity and after 12 hours regardless. Sensitive actions such as changing a plan, deleting a claim or issuing a key ask for your password again, and that confirmation lasts five minutes. This is deliberate, and it is not configurable.
You have hit your monthly claim limit
Claims are counted per billing period against your plan. When you reach the limit you can buy a claim pack for a one-off spike, or move up a plan if the new volume is permanent. We never silently bill you for going over, which is why the limit stops you rather than charging you.
Logos or evidence files will not display
Evidence must be an accepted file type and within the size limit, and we check the file's actual contents rather than trusting its name. Renaming a file to end in .jpg will not get it past this. If a genuine image is refused, send it to support and we will look at it.