Articles on: Blockify Shipping Protection

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.

1. Claim page

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

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

Choose a menu from the dropdown (for example, Main menu or Footer menu), then click Next.

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

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.

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.

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.

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.

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.

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.

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.

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").

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).

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.

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.

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.

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.

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).

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.

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.

Approve claim

Click Approve claim to open the dialog.
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).

Click Confirm to process the resolution.

Request more info

Click Request more info.
Type your Message to customer and click Send.
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.

Reject

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

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.

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.

Updated on: 18/06/2026

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