📥 Inbox View
As soon as you log into Claimlane, this is the first screen you’ll see:
📥 Retailer Inbox
This is your Retailer Inbox, where you’ll receive tickets from your retailer partners. From here, you can:
View ticket details: See the product, complaint reason, and any messages or attachments.
Communicate with the retailer directly.
Accept, decline, or respond to claims based on your internal policies.
How do Retailers submit claims to Suppliers?
Retailers will fill out a form, that can be customized to the individual supplier, ensuring you as a supplier collect accurate data. This typically includes, product data, image of fault, and description of fault.
Note: If you would like to change the fields in this form for you brand, please contact support@claimlane.com , we are happy to assist you.
How to accept or decline claim tickets
Step 1: Open email from Claimlane
You will always receive an e-mail, when a new claim has been submitted. Click the link Solve now.
Step 2: Review claim information
Review all the information provided by the customer. If you need more information, or if you have questions, you can use the chat to communicate. You will always get an email, when there are new updates.
Step 3: Accept or Decline
Navigate to the outcome-bar. Select your outcome, and provide a short description, and press Send. The retailer will now be notified of your outcome.
Note: If you want to add other standard accept/decline replies, go to Add standard response
Step 4: Handle credits as usual
If you have accepted the claim with a credit, this is handled outside of Claimlane. Follow your normal procedure for this.
⚙️ Claimlane Settings
From your inbox find the Settings button on the bottom left corner.
Organization details: Change details such as Company information, Company address, etc.
Members: Keep track of the current members on your account and invite new ones.
You’re Ready to Get Started!
With this overview, you now have everything you need to start using Claimlane.
If you have any questions along the way, don’t hesitate to reach out, we're always happy to help.
Contact us at: support@claimlane.com
Welcome to Claimlane!