docs: added claims user guide (#2211)
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Shahed Nasser
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# Manage Claims
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:::note
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This guide is coming soon.
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:::
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docs/content/user-guide/orders/claims.mdx
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165
docs/content/user-guide/orders/claims.mdx
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import UiIcon from '@site/src/components/UiIcon';
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# Manage Order's Claims
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In this document, you’ll learn what claims are, how to create them, and more.
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## Overview
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If a customer receives a faulty or incorrect item(s) for an order they placed, you can create a claim to either refund or replace the item(s).
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When a claim is created, you can choose whether the claim will be resolved through a refund or by replacing the item(s).
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---
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## Create a Claim
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:::caution
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If you create a claim of type Refund, a refund is issued to the customer right after the claim is created. Before you can create a claim for an order, you must capture the order’s payment, and create fulfillment in the order for the items included in the claim.
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:::
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1. Open the order details page.
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2. In the Timeline section, click on the <UiIcon lightIcon="https://i.imgur.com/1ordBC6.png" darkIcon="https://i.imgur.com/dSwWYBH.png" alt="three dots" /> icon at the top right.
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3. Click on Register Claim in the dropdown.
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4. In the new window that opens:
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- Choose the items you want to create the claim for. For each item you pick, you must select the reason for the claim:
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- Click on the Select Reason button below the item.
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- Choose the Reason from the options in the Reason field.
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- Optionally add a Note or upload images as part of the reason.
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- Click on the Add button.
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- Choose the Shipping method to use to return the item.
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- You can add a custom price for the shipping method by clicking on the Add custom price button.
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- You can remove the custom price by clicking on the <UiIcon lightIcon="https://i.imgur.com/7hztVhj.png" darkIcon="https://i.imgur.com/1yp4PNt.png" alt="trash" /> icon next to the price.
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- Choose whether the type of the claim is “Refund” or “Replace”. If you choose “Replace”:
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- Choose the products you want to send to the customer by clicking Add Product and choosing the product you want to add.
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- You can remove a product from the “items to send” list by clicking on the <UiIcon lightIcon="https://i.imgur.com/7hztVhj.png" darkIcon="https://i.imgur.com/1yp4PNt.png" alt="trash" /> icon.
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- If you want to send the items to another address, click on “Ship to a different address” and fill out the shipping address info.
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- Choose the Shipping Method that will be used to deliver the replacement items.
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- If you don’t want the customer to receive an email that a claim has been created, uncheck the “Send notifications” checkbox.
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5. Once you’re done, click on the Complete button.
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---
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## View Claim Details
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To view an order’s claim details:
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1. Open the order details page.
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2. In the Timeline section, find the claim and click on the <UiIcon lightIcon="https://i.imgur.com/1ordBC6.png" darkIcon="https://i.imgur.com/dSwWYBH.png" alt="three dots" /> icon at its right.
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3. Click on More Details in the dropdown.
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---
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## Manage a Claim’s Returns
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### Receive a Claim’s Return
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To mark a claim’s return as received:
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1. Open the order details page.
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2. In the Timeline section, find the return requested.
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3. Click on the Receive Return button.
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4. Check or uncheck the items that have been received.
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5. Click the Complete button.
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### Cancel a Claim’s Return
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:::caution
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Canceling a return can’t be undone.
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:::
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To cancel a return of a claim:
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1. Open the order details page.
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2. In the Timeline section, find the return requested and click on the <UiIcon lightIcon="https://i.imgur.com/1ordBC6.png" darkIcon="https://i.imgur.com/dSwWYBH.png" alt="three dots" /> icon.
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3. Click on “Cancel return” in the dropdown.
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---
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## Manage a Claim’s Fulfillments
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:::caution
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This section only applies if the Claim’s type is Replace.
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:::
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### Create a Fulfillment for a Claim
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You can create fulfillment for items in the claim that you are sending to the customer as a replacement. You can create more than one fulfillment, with each having at least one item.
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To create a fulfillment for a claim:
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1. Open the order details page.
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2. In the Timeline section, find the claim and click on the <UiIcon lightIcon="https://i.imgur.com/1ordBC6.png" darkIcon="https://i.imgur.com/dSwWYBH.png" alt="three dots" /> icon.
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3. Click on Fulfill Claim in the dropdown.
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4. In the window that opens:
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- Choose the items you want to fulfill. You can change the quantity of the items you’re fulfilling using the <UiIcon lightIcon="https://i.imgur.com/1hL8NiW.png" darkIcon="https://i.imgur.com/8LtkPqW.png" alt="plus" /> and <UiIcon lightIcon="https://i.imgur.com/EGk9uYD.png" darkIcon="https://i.imgur.com/XvkBK8p.png" alt="minus" /> icons.
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- Optionally add under Metadata any additional information that might be necessary for the fulfillment.
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- If you don’t want the customer to receive an email that a fulfillment for the claim items has been created, uncheck the “Send notifications” checkbox.
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5. Once you’re done, click on the Complete button.
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### Mark a Claim’s Fulfillment Shipped
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To mark a claim’s fulfillment as shipped:
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1. Open the order details page.
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2. Scroll down to the Fulfillment section.
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3. Find the fulfillment you want to mark as shipped. A claim’s fulfillment’s title should be prefixed with “Claim fulfillment”.
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4. Click on the <UiIcon lightIcon="https://i.imgur.com/1ordBC6.png" darkIcon="https://i.imgur.com/dSwWYBH.png" alt="three dots" /> icon next to it.
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5. Click on Mark Shipped in the dropdown.
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6. In the new window that opens:
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- Enter a tracking number for the shipment.
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- If you have more than one tracking number, click on the “Add Additional Tracking Number” to add more numbers.
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- If you don’t want the customer to receive an email that the fulfillment has been shipped, uncheck the “Send notifications” checkbox.
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7. Once you’re done, click the Complete button.
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Shipment details can be seen in the Timeline section.
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### Cancel a Claim’s Fulfillment
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:::caution
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If you cancel a fulfillment, it can’t be reverted. Only a fulfillment that hasn’t been marked as shipped can be canceled.
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:::
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To cancel a claim’s fulfillment:
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1. Open the order details page.
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2. Scroll down to the Fulfillment section.
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3. Find the fulfillment you want to cancel. A claim’s fulfillment’s title should be prefixed with “Claim fulfillment”.
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4. Click on the <UiIcon lightIcon="https://i.imgur.com/1ordBC6.png" darkIcon="https://i.imgur.com/dSwWYBH.png" alt="three dots" /> icon next to it.
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5. Click on Cancel Fulfillment in the dropdown.
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6. Confirm canceling the fulfillment by clicking the “Yes, confirm” button in the pop-up.
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## Cancel a Claim
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### For Refund Claims
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A claim of type Refund can be canceled by just [canceling the return of the claim](#cancel-a-claims-return). However, the refund can not be reverted.
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### For Replace Claims
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:::caution
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Canceling a claim can’t be undone. The [return of the claim must be canceled](#cancel-a-claims-return) before the claim itself is canceled.
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:::
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To cancel a claim of type Replace:
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1. Open the order details page.
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2. In the Timeline section, find the claim and click on the <UiIcon lightIcon="https://i.imgur.com/1ordBC6.png" darkIcon="https://i.imgur.com/dSwWYBH.png" alt="three dots" /> icon.
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3. Click on Cancel Claim in the dropdown.
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4. Confirm canceling the fulfillment by clicking the “Yes, remove” button in the pop-up.
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@@ -38,5 +38,6 @@ In the list, you can see order details such as ID, the ID of the order the draft
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- [Manage Order’s Fulfillment](./fulfillments.mdx)
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- [Manage Draft Orders](./drafts.mdx)
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- [Manage Order Returns](./returns.mdx)
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- [Manage Order Claims](./claims.md)
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- [Manage Order Exchanges and Swaps](./swaps.md)
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- [Manage Order Claims](./claims.mdx)
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- [Manage Order Exchanges](./swaps.md)
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- [Export Orders](./export.mdx)
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