When you click on a claim from the Claims Queue, you'll see the full claim detail page with everything you need to understand and manage the claim — from order and claim information to customer details, evidence, and a conversation thread.
Claim Header
At the top of the page, you'll see:
Claim number (e.g., "Claim
#ABC123")Creation date — When the claim was filed.
Status badge — The current status (In Progress, On Hold, Resolved, Unqualified, or Denied) shown as a color-coded badge.
Source badge — How the claim was filed (e.g., "Via Portal" or "Via Merchant").
Fraud risk indicator — If applicable, a badge indicating the fraud risk assessment for this claim.
Back to claims link — Quick navigation back to the Claims Queue.
Detail & Conversations Tabs
The claim detail page has two tabs:
Details Tab
This is the default view and contains all claim information organized into cards.
Conversations Tab
Switch to this tab to view the full conversation thread with the customer, including any messages exchanged during the claims process.
Order Information Card
This card shows the key details of the associated order:
Order ID — Clickable link to the full order detail page.
Order Date — When the order was placed.
Tracking URLs — Links to carrier tracking for each shipment.
On desktop, a sidebar shows the order pricing breakdown — Line Items, Discounts, Subtotal, Shipping, Taxes, and Total Price — along with Amount Protected and Premium Paid.
Claim Information Card
This is the main section for understanding and managing the claim:
Claim Type — The category of the claim (e.g., Damaged in Transit, Stuck in Transit, Marked Delivered but Never Arrived, etc.).
Claim Cause — Specific details about the claim cause.
Resolved Amount — The amount credited for this claim (once resolved).
Claim ID — The unique claim identifier.
Status — Current claim status.
Status Reason — The specific resolution reason (e.g., "Refunded," "Reordered").
Affected Items — A visual list showing each claimed item with its image, title, unit price, and quantity.
Selected Replacement — If the resolution is a reorder, the replacement items are shown here.
Evidence Submitted — Any photos, documents, or other evidence the customer uploaded to support the claim.
Resolution Preference — The customer's preferred resolution (Refund, Store Credit, Reorder, etc.). For active claims, you can change this using the dropdown and click Save.
If the claim was resolved as a reorder, you'll also see a link to the reorder — the new order created to fulfill the replacement.
Sidebar Cards
On the right side of the page (on desktop), you'll find:
Order Price Card A condensed pricing breakdown of the original order including protection details.
Fraud Risk Card A detailed fraud risk assessment for this claim, including any risk signals or checks that were run.
Customer Card Basic customer information — name, email, and contact details.
Customer Score Card The customer's overall score based on their history, which helps inform claim decisions.
Timeline A chronological history of all events related to the claim — when it was filed, status changes, resolution actions, and other key moments.
Shipment Information
Below the main claim information, you'll see shipping details for the associated order — tracking status, carrier updates, and delivery information for each shipment.
