The Claims page gives you a centralized view of every claim filed against your orders — whether submitted by customers through the claims portal or filed by your team on a customer's behalf. From here you can search, filter, and click into any claim to see its full details.
Accessing the Claims Page
Click Claims in the sidebar navigation. This page is available when you have Onward Protect enabled.
Searching & Filtering Claims
At the top of the Claims page, you'll find a search bar where you can look up claims by:
Customer email address
Order number
Claim number
Other identifying details
Below the search bar, filter options let you narrow your view. Active filters appear as badges so you can quickly see what's applied and remove them as needed.
The Claims Table
Claims are displayed in a table with the following columns:
Column | Description |
Claim # | The unique claim identifier (clickable — takes you to the claim detail page). |
Order # | The associated order number (clickable — takes you to the order detail page). |
Status | The current claim status, shown as a color-coded badge. |
Created | The date and time the claim was filed. |
Claim Status Badges
Each claim shows a status badge that tells you where it is in the process:
In Progress — The claim is open and being reviewed.
On Hold — The claim is paused, usually awaiting additional information from the customer.
Resolved — The claim has been resolved (refund, reorder, store credit, etc.).
Unqualified — The claim did not meet the eligibility criteria.
Denied — The claim was reviewed and denied.
Exporting Claims Data
You can export your claims data as a CSV file for reporting, record-keeping, or analysis. Look for the export option on the Claims page.
Pagination
If you have many claims, the table is paginated. Use the navigation controls at the bottom to move between pages.