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Introduction to self-service portals

This article will explain the basics of how a self-service portal is structured, and provide an overview of how it works and can be edited.

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Written by Support team
Updated this week

Select your self-service portal

  1. Go to your Self-Service Portals.

  2. Find the portal you’d like to update.

  3. Click Manage on that portal.

Self-service portal structure

Your self-service portal is organized into the following menus:

General

In this section, you can edit the overall settings and appearance of the portal.
Examples include:

  • Start screen setup

  • Favicon

  • Background

  • Fonts

  • Colors

Channels

This section controls the different channels where your claims can come from (for example, your webshop or physical store).

Within each channel, you can create the issue types you want to handle. Common examples include:

  • Claims

  • Returns

  • Delivery issues

  • Damaged in transit

Flows

Flows are a sequence of steps that help you gather all the information needed from the customer to process their request (for example, a claim, return, or delivery issue).

You can add or remove steps depending on your needs, such as:

  • Find a customer order (if you have an order integration with Claimlane)

  • Product search (if you don’t need to verify the customer order, but want to ensure they only select available products)

  • Request pictures of the fault

  • Ask for a description of what went wrong

  • Ask for receipt upload

  • Ask for customer information

If you are interested in knowing more about self-service portals or want our help to set up yours, contact support@claimlane.com, we are always happy to talk to you!

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