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# Claim portal

# Claim Portal

The Claim Portal is a self-service page where customers who bought Shipping Protection can file a claim for a lost, damaged, stolen, or late-delivered order, and where you review and resolve those claims from inside the app.

When you open **Claim portal**, you'll see three cards stacked top to bottom — **Claim page**, **Claim settings**, and **Add page to store** — plus a "Need help? Please view our document guideline" link at the bottom. This guide follows that same order.

![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_vfddgb.png)

## 1. Claim page

The first card, described as "Customise the look and feel of your claim portal." It has two buttons.


![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_1m29tci.png)

### Preview

Opens a popup that renders the portal exactly as a customer would see it, using your currently saved configuration. It's view-only — nothing is changed. You can switch between a **Desktop** and **Mobile** view. From top to bottom the preview shows:

* **Header** — your logo and store name, then the page title and optional subtitle.
* **Order lookup** — an Order number field, an Email field, optional helper text, and a "Look up order" button.
* **Claim type cards** — the cards for Damaged / Lost / Stolen / Late, each with its icon, name, and (optionally) description.
* **Description box** — the free-text area where the customer explains what happened.
* **Evidence uploader** — a drag-and-drop area for photos or files.
* **Submit claim** button.
* **Footer** — the policy link on the left and the support email on the right.


![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_wvkn6a.png)

### Customize

Opens the full visual editor — use this when you actually want to change something. The editor has three panes: a **Layout tree** (left) listing every editable element, a **Live preview** (center) with a Desktop / Mobile toggle, and a **Property panel** (right) showing the settings of the selected element. Click an element, edit it on the right, and the preview updates instantly; click **Save** in the top bar when done.

The editable elements are grouped into four sections:

* **Header** — Logo + merchant name (position, show logo, upload/shop logo, show name, font weight, custom name) and Page title (alignment, title text, font size, subtitle).
* **Form section** — Order lookup fields (labels, placeholders, helper text, CTA), Claim type chooser (visibility, layout, card style, per-type icons), Description textarea (label, placeholder, min/max characters, rows, required), and Evidence uploader (max files, max size, drop-zone copy, hint).
* **Footer** — Policy link (visible, URL, link text, open in new tab) and Support email (visible, email, prefix copy, mailto link).
* **Theme** — Accent color, Font family, and Border radius for the whole portal.

Full field-by-field details are in Section 4.


![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_1v0lttm.png)

## 2. Claim settings

The second card, described as "Configure eligibility rules, resolution methods, and notifications." Click **Manage** to open the settings page. It has five sections, top to bottom. Make your changes, then click **Save** in the bar at the top.


![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_1ohmhs0.png)

### 2.1 Claim portal status

* **Enable claim portal** — the master on/off switch for accepting claims. Tick it to start accepting claims; untick it to stop. If you enable the portal but haven't turned on any resolution method yet, the page automatically scrolls down to **Resolution methods** so you can fix that first.


![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_nga11u.png)

### 2.2 Eligibility rules

* **Claim window (days after delivery)** — how many days after delivery a customer can still file a claim. Enter a number between `7` and `90`. (Outside this range, the field shows an error and you can't save.)
* **Allowed claim types** — the reasons a customer can pick, shown as a two-column set of checkboxes: **Lost**, **Damaged**, **Stolen**, **Late delivery**. You must enable at least one.


![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_18wya11.png)

### 2.3 Resolution methods

The ways you're allowed to resolve an approved claim. Only the methods you tick here appear later when you approve a claim. You must enable at least one.

* **Refund**
* **Original payment** — refund to the customer's original payment method.
* **Discount code** — issue a one-time-use discount code.
* **Gift card** — issue a gift card.
* **Exchange**
* **Same product resend** — ship the same item again.
* **Different variant** — let the customer pick a different size/color variant.


![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_jf7dby.png)

### 2.4 Evidence rules

For each claim type, decide whether the customer must upload evidence (such as photos). Each type — **Lost**, **Damaged**, **Stolen**, **Late delivery** — has its own dropdown:

* **Required** — the customer can't submit without attaching evidence.
* **Optional** — evidence is allowed but not enforced.
* **Hidden** — the upload box doesn't appear for that claim type.

![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_11ec7u1.png)

![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_10meg6x.png)

### 2.5 Notifications

* **Notification email** — the address that receives claim alerts. Must be a valid email.
* **Email me when new claim** — emails you each time a customer files a claim.
* **Email me when a claim is updated** — emails you when a customer replies with the extra information you requested.
* **Weekly digest of unresolved claims** — a weekly summary of claims still waiting on you.


![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_1l9grty.png)

## 3. Add page to store

The third card, described as "Add the claim page to your store navigation menu." This is where you publish the portal and put a link to it in your store's menu. When the link is live, the card shows an **Active** badge and the portal's public URL, with two small icons to the right of the URL:

* **Eye icon (Preview)** — opens the live portal in a new browser tab.
* **Clipboard icon (Copy)** — copies the URL (e.g., `https://your-store.myshopify.com/apps/blockify-claim`) so you can paste it anywhere.


![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_1mowdzx.png)

### 3.1 Adding the page to a menu (first time)

When the portal isn't added yet, the card shows an **Add page** button.

* Click **Add page**. A dialog titled "Add claim page to a menu" opens.


![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_1m9t6gy.png)
* **Choose a menu** from the dropdown (for example, Main menu or Footer menu), then click **Next**.


![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_1rnpaad.png)

* The dialog switches to "Arrange menu items." It lists every item already in that menu, plus a new row for the claim page.

![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_918u9t.png)

* In the claim page row, type a **Label** — the wording customers see in the menu (for example, "Submit a claim"). The **Link** beside it is fixed to `/apps/blockify-claim` and can't be edited.


![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_342eu4.png)

* Drag any row by its handle to set the order items appear in the menu.

* Click **Add to menu** to save. The card now shows the **Active** badge.

![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_1a4nohm.png)

### 3.2 Managing the menu later

Once active, the card shows **Manage menu** and **Remove**.

* **Manage menu** — reopens the "Arrange menu items" step. Drag the claim link to a new position, then click **Save order**.


![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_dc8smh.png)

* **Remove** — opens a confirmation, then deletes the claim link from your navigation menu. The portal page itself stays reachable at its URL; only the menu link is removed.


![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_hp89nw.png)

## 4. Customize the claim page (editor)

Reached from **Claim page → Customize**. The editor fills the screen with three panes side by side (on a narrow screen the layout tree collapses into tabs):

* **Left — Layout tree:** every element you can edit, grouped into **Header**, **Form section**, **Footer**, and **Theme**. Each group can be expanded or collapsed.
* **Center — Live preview:** the portal rendered live, with a **Desktop / Mobile** toggle at the top. It updates instantly as you change settings. You can also click an element directly in the preview to select it.
* **Right — Property panel:** the settings for whichever element is selected. Before you pick one, it shows "Click an element to edit its properties."

**The flow:** click an element (in the tree or the preview) → its settings appear on the right → edit them → watch the center preview update → click **Save** in the top bar when you're happy. Below is every element, grouped exactly as in the tree.


![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_pz2v1x.png)

### Header

**Logo + merchant name** — the row at the very top of the portal.

* **Position** — **Left** or **Center**.
* **Show logo** — toggle the logo on/off. When on, upload a custom image (PNG, JPG, or SVG up to 2MB), or leave it empty to use your shop logo. Click **Remove** to go back to the shop logo.
* **Show name** — show your store name next to the logo. When on:
* **Font weight** — **Normal**, **Semibold**, or **Bold**. 
* **Custom name** — overrides the displayed name; leave empty to use your shop name.

![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_1aj83aq.png)

**Page title** — the heading under the logo.

* **Alignment** — **Left** or **Center**.
* **Title text** — the main heading (e.g., "Tell us what happened").
* **Font size** — **Small**, **Medium**, or **Large**.
* **Show subtitle** — adds a supporting line below the title. When on, enter the **Subtitle** text.


![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_1f6qid1.png)

### Form section

**Order lookup fields** — the two fields the customer fills to find their order, plus the lookup button.

* **Order number label** / **Order number placeholder**
* **Email label** / **Email placeholder**
* **Helper text** — guidance shown under the fields.
* **CTA text** — the lookup button (e.g., "Look up order").

![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_1hq8u8t.png)

**Claim type chooser** — the cards the customer picks to say what went wrong.

* **Visibility** — show or hide each enabled claim type (**Damaged**, **Lost**, **Stolen**, **Late**). Only types enabled in Claim settings appear here.
* **Layout** — **2 columns**, **1 column**, or **4 columns inline**.
* **Card style** — **Icon + name + description**, **Icon + name**, or **Name only**.
* **Icons per type** — click **Change** beside a type to open the icon picker. The picker has two tabs:
* **Preset** — a grid of 14 built-in icons (package, search, alert, clock, shield, truck, box, map pin, and more).
* **Upload** — upload your own icon (PNG or SVG, max 500 KB).

![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_31p5g5.png)

**Description textarea** — the free-text box where customers describe the issue.

* **Label**, **Placeholder**, **Helper text** — the on-screen copy.
* **Min characters** — minimum length (0 or more).
* **Max characters** — maximum length (at least 1, and ≥ min characters).
* **Rows** — visible height of the box, between `3` and `6`.
* **Required** — force the customer to fill it in.

![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_1dlapas.png)

**Evidence uploader** — the drag-and-drop area for photos or files.

* **Max files** — number of files allowed, between `1` and `5`.
* **Max size (MB)** — per-file size limit, between `1` and `10` MB.
* **Drop zone copy** — the main text inside the upload area.
* **Helper hint** — supporting text below the upload area.


![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_l7rlc2.png)

### Footer

**Policy link** — appears on the left of the footer.

* **Visible** — show or hide the link.
* **URL** — where the link points.
* **Link text** — the clickable label (e.g., "Shipping protection policy").
* **Open in new tab** — open the policy in a new browser tab.


![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_1rt1j9o.png)

**Support email** — appears on the right of the footer.

* **Visible** — show or hide the support email.
* **Email** — the address to display.
* **Prefix copy** — text shown before the address (e.g., "Need help? Email us at").
* **Enable mailto link** — make the address clickable to open the customer's mail app.


![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_1y0oc3d.png)

### Theme

Global styling applied across the whole portal.

* **Accent color** — primary color for buttons, the logo box, and highlights. Pick from the color picker or type a 6-digit hex (e.g., `#1A2C42`). An invalid hex shows an error.
* **Font family** — **System**, **Inter**, **Poppins**, or **Inherit** (use the storefront theme's font).
* **Border radius** — corner rounding: **None (0px)**, **Small (4px)**, **Medium (8px)**, or **Large (12px)**.


![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_1tsnfup.png)

## 5. Managing claims

Open the **Claims** page to see everything customers have filed. Across the top are tabs, each with a live count:

* **All open** — claims still needing action.
* **Today** — claims filed today.
* **Resolved** — claims already resolved.
* **All** — every claim.

![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_9zfzdq.png)

**Find a claim**

* **Search** — type a customer email or order number to filter the list.
* **Filter by date** — open the date picker to limit the list to claims created in a date range. Click **Clear** to remove it.

**The list** shows one row per claim with these columns: **Claim #**, **Order**, **Customer** (name or email), **Type** (Damaged / Lost / Stolen / Late), **Status**, and **Age** (how long ago it was filed). Click any row to open the claim. **Status** uses color-coded badges: **Under review**, **Approved**, **Rejected**, **Resolved**, **Info requested**, and **Cancelled**.

**Bulk actions** — tick the checkboxes on several claims and an **Approve** and **Reject** action appears above the list:

* **Bulk approve** — a confirmation says all selected claims will be approved with the **Original payment method** refund at the default amount.
* **Bulk reject** — pick one **Rejection reason** to apply to all selected claims; if the reason is **Other**, an internal note is required.

## 6. Reviewing and resolving a claim

Click a claim to open its detail page. The layout is:

* **Header** — the claim number, a status badge, how long ago it was filed, and a link to the Shopify order. If a resolution failed, a **Resolution error** badge also shows here.
* **Claim details** (main column) — the claim type badge and the customer's written description, followed by an **Evidence** section showing thumbnails of everything they uploaded. Click a thumbnail to open a full-size lightbox with **Previous / Next** to page through the images.
* **Timeline** (main column) — a log of every event with who did it and when: claim submitted, approved, rejected, more info requested, customer provided info, resolution processing started, resolution completed, resolution failed, and claim auto-cancelled.
* **Sidebar** — an **Order snapshot** (the order name plus each line item with variant, quantity, and price) and the **Customer** name and email.

While a claim is **Under review**, the sidebar's **Quick actions** card shows three buttons.


![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_n3fnko.png)

### Approve claim

1. Click **Approve claim** to open the dialog.
2. Choose a **Resolution type** — only the methods enabled in Claim settings appear:
* **Refund** — pick **Original payment method**, **Discount code (1-time-use)**, or **Gift card**, then enter the **Refund amount**. It must be greater than 0 and no more than the maximum refundable shown.
* **Exchange** — pick **Same product (resend)** or **Different variant (size/color)**. For a different variant, choose the replacement from the list (unavailable variants are disabled).
3. Click **Confirm** to process the resolution.


![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_1a1qcm3.png)

### Request more info

1. Click **Request more info**.
2. Type your **Message to customer** and click **Send**.
3. The customer gets an email with a link to respond, and the status becomes **Info requested**. When they reply, you're notified if **Email me when a claim is updated** is on in Claim settings.


![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_awxadm.png)

### Reject

1. Click **Reject** to open the dialog.
2. Pick a **Rejection reason** — **Outside claim window**, **No shipping protection purchased**, **Insufficient evidence**, **Suspected fraud**, or **Other**.
3. Add an **Internal note** (staff-only, never shown to the customer). It's required when the reason is **Other**, optional otherwise.
4. Click **Reject** to confirm.


![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_48s6bh.png)

### Resolution panel

Once a claim has a resolution, a **Resolution** card appears in the sidebar showing:

* **Method** — the refund or exchange method you chose.
* **Status** — **Processing**, **Completed**, or **Failed**.
* **Refund amount** — for refunds.
* **Selected variant** — for a different-variant exchange, linking to the variant in Shopify admin.
* **Resolved at** — when the resolution completed.
* **Reference links** — depending on the method: the **Gift card**, **Discount code**, **Draft order**, or **Refund ID** created in Shopify.


![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_7jyt7t.png)

### If a resolution fails

The claim shows a **Resolution error** badge and a red banner with the error message (also under **Error** in the Resolution card). Click **Retry** to attempt it again, or process it manually in Shopify.