Managing Claims

Every submission on a claim page becomes a claim (also called a request) in Requests. This article covers the claim list, the detail page and what each decision does.

The claim list

Requests → All requests shows every claim across your promotions. The first rows appear straight away; tracking, label and count details fill in a moment later.

• Filter by status, promotion, tag, country and more. Save a combination as a filter preset for your daily routine.
• Search by email, name, serial, claim number, tracking code or tag.
• Columns — choose which columns you see (for example Messages, off by default). Your choice is remembered in this browser.
• Select several rows to act on them at once — see Bulk Processing.

Claim statuses

Status	Meaning
To review	New claim, waiting for a decision.
Approved	Accepted. The reward is (being) fulfilled.
Declined	Rejected. The claimant receives a decline email with your reason.
On hold	Paused, for example while you wait for a better photo.
Hold released	Taken off hold and back in the review flow.
Combined	Merged into another (main) claim as a duplicate.
Winner / Not selected	Giveaway results — see Running a Giveaway.

The claim detail page

Open a claim to see everything on one page:

• Claim — claim number and raw claim ID (handy for support), submission date, serial and its auto-check result.
• Claimer details — name, email, address, country, and bank details for cashback.
• Uploads — proof of purchase and serial photos, previewed inline (images and PDF).
• Gift and Fulfilment — the chosen reward, label, tracking and, for Shopify fulfilment, the order ID.
• Tags — coloured labels for your own workflow.
• Visitor path — which promotion pages the claimant viewed before submitting; useful when someone claims on the wrong promotion.
• Timeline — every status change, email, note and tracking update.

Actions

Action	What happens
Approve	Status becomes Approved and the approval email is sent. For physical gifts a label is created (you can skip that and create it later); for vouchers you can send the code now or later; cashback claims move to the payout queue.
Decline	Choose or type a reason; the claimant gets the decline email.
On hold	Parks the claim without emailing a decision.
Email customer	Send a message; replies arrive in the Inbox.
Add comment	Internal note on the timeline, never visible to the claimant.
Edit	Correct an address, name or other field (for example after a typo).
Move to promotion	The claimant used the wrong promotion? Move the claim to the right one.
Add to compare	Put the claim next to another one to check for duplicates.
Copy status page	Copy the link to the public status page to share with the claimant.

Tip: Carrier tracking updates on its own. Only use the Refresh button on the claim page when a customer is on the phone and you need the very latest status.

Claims after the claim period

The public form closes when the claim period ends. Staff with claim permissions can still add a claim for a customer from the promotion’s Submit claim page; it is marked as submitted by support on the timeline.

Related

• Bulk Processing
• Auto-Verification
• Labels & Tracking
• The Status Page