Intro – how retailers submit claims to suppliers
Retailers will fill out a form, that has 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.