Managing Claims

Overview

Claims management allows you to review and process customer submissions for your promotions. The platform provides a table-based interface to view all claims, filter by various criteria, and take bulk actions on multiple claims simultaneously.

Option 1: Accessing the Claims Management Interface

To manage claims for your promotions:

1. Navigate to Promotions: Go to the promotions section in your dashboard
2. Select Promotion: Click on a specific promotion to view its details
3. View Claims: The claims table appears below the promotion information
4. Manage Claims: Use the table interface to review and process submissions

You can also access all claims across your company by going to the main requests/dashboard section (Option 2).

Option 2: Accessing the Claims Management Interface

To manage claims for your promotions:

1. Navigate to Requests: Go to the requests section in your dashboard
2. View Claims: The whole page is dedicated to claims, all claims from all promotions are shown
3. Manage Claims: Use the table interface to review and process submissions

You can also access all claims across your company by going to the promotions/dashboard section (Option 1).

Claims Table Overview

The claims table displays key information for each submission:

Basic Claim Information

• Claim ID: Unique identifier for each claim
• Customer Name: First and last name of the claimant
• Campaign: Name of the promotion being claimed
• Submission Date: When the claim was submitted
• Claim Status: Current processing status

Auto-Approval Status

• Traffic Light System: Visual indicator of claim validity
• Green (GOOD): Claim passed automatic verification
• Yellow (CHECK): Claim needs manual review
• Red (BAD): Claim failed automatic verification

Shipping and Tracking

• Shipping Method: Customer's chosen shipping option (DHL or PostNL)
• Tracking ID: Shipment ID for tracking purposes
• Tracking Code: Actual tracking number for the shipment (may be pending initially)
• Postal Code: Customer's delivery address postal code
• Tracking Status: Shows "Pending track and trace" if tracking code is not yet available

Tracking Features

• Automatic tracking code retrieval when available
• Manual tracking update button for pending shipments
• Direct links to carrier tracking pages (DHL or PostNL)
• Copy tracking URL functionality
• Bulk tracking check available for multiple shipments

Claim Statuses

Claims progress through different statuses during processing:

Available Statuses

• To Review - New claim awaiting review
• Approved - Claim approved and being processed (shipping labels are automatically created)
• Declined - Claim rejected (decline email is automatically sent to customer)
• On Hold - Claim temporarily suspended (cannot be approved or declined until removed from hold)

Status Management

• Change individual claim statuses
• Use bulk actions for multiple claims
• Track status changes over time
• Filter claims by current status
• Claims on hold cannot be approved or declined until the hold is removed

Filtering and Search

Find specific claims using the available filtering options:

Filter Options

• Status Filter: Filter by claim status (TO REVIEW, APPROVED, DECLINED, ON HOLD)
• Campaign Filter: Filter by specific promotion
• Auto-Approval Status: Filter by traffic light status (GOOD, CHECK, BAD)
• Marketing Email: Filter by marketing consent status
• Shipping Method: Filter by shipping carrier (DHL or PostNL)
• Has Tracking: Filter by whether tracking information is available

Search Functionality

• Search by customer name
• Search by claim ID
• Search by postal code
• Search by serial number
• Search by email address
• Combine multiple filters for precise results

Claim Actions

The platform provides several actions you can perform on claims:

Individual Claim Actions

• Approve: Approve a claim and automatically create shipping label
• Decline: Reject a claim with optional decline reason (sends email notification)
• Put on Hold: Temporarily suspend a claim for review
• Remove from Hold: Release a claim from hold status
• Update Information: Edit claim details without changing status
• Recheck Serial: Re-verify a serial number and update auto-approval status
• Check Tracking: Manually check and update tracking information

Bulk Actions

• Bulk Approve: Approve multiple claims at once (creates shipping labels for each)
• Bulk Decline: Decline multiple claims with optional decline reason
• Bulk Put on Hold: Put multiple claims on hold
• Bulk Recheck: Recheck serial numbers for multiple claims
• Bulk Check Tracking: Check tracking information for multiple shipments

Exporting Claims

You can export claims data to CSV format for external analysis or reporting:

Export Features

• Export all claims or filtered results
• Export respects current filters and search terms
• CSV format for easy import into spreadsheet applications
• Includes all claim information including customer details, status, and tracking
• Automatic filename with current date

How to Export

1. Apply any desired filters to narrow down the claims you want to export
2. Click the export button in the claims table
3. The CSV file will be downloaded automatically
4. Open the file in Excel, Google Sheets, or any CSV-compatible application

Serial Number Recheck

The platform allows you to recheck serial numbers for claims to update their auto-approval status:

Individual Recheck

• Re-verify a serial number against the promotion's valid serials
• Update the claim's auto-approval status (GOOD, CHECK, or BAD)
• Useful when serial numbers are corrected or when checking validity

Bulk Recheck

• Recheck serial numbers for multiple claims at once
• Efficient for batch verification operations
• Updates auto-approval status for all checked claims