Navigate to the Claims tab to view an overview of all claims. By default, claims are sorted by submission date in chronological order.
Search bar
You can search for a specific claim using the search bar. Claims can be found by searching for the RMA number, order number, or the customer's email address.
- Searching within the Claims section will only display returns that match your search criteria.
- Using the larger search bar above the Claims section will search across returns, claims, and drafts that match your search criteria.
You can filter and sort the list by:
- Status
- Shipping Status
- Created
- Shipment Started
- Refund Method
- Market
RMA column
This column displays the claim's unique RMA number, along with the associated order number in parentheses.
- Clicking the RMA number opens the return details in a new window.
- Clicking the order number redirects you to the corresponding order in Shopify.
Status column
The Status column shows the current state of the claim:
- Pending Approval (yellow): The claim is awaiting your approval or rejection.
- Approved (green): The claim has been approved by you and is in process.
- Rejected (red): The claim has been rejected by you.
- Completed (green): The claim has been processed.
- Expired (yellow): There is an outstanding amount that the customer has not paid. If the customer logs in again, the payment link will become active and the payment can be completed.
- Flagged (yellow): Reversio is experiencing issues processing the claim and requires your assistance.
Shipping Status column
The Shipping Status tracks the claim shipment throughout its journey:
- Started (yellow): The claim has been initiated.
- In Transit (red): The customer has handed over the parcel and tracking information has been updated.
- Completed (green): The parcel has been received at your warehouse.
Please note that this feature depends on your agreement and is not supported by all logistics providers.
Shipping Info
The Shipping Info section contains carrier details and identifies the return method chosen by the customer from the available return options.
First Name column
Displays the customer's name.
Created column
Shows when the customer submitted the claim request.
Method
This column shows the claim method selected by the customer:
- PAYMENT_REFUND: Refund to the original payment method.
- EXCHANGE: Exchange for a new product.
- GIFT_CARD: Refund issued as a gift card.
Return Shipment (Started)
Return Shipment shows when the carrier has been notified about the return parcel.
Market
Displays the portal used by the customer when submitting the claim. If you have separate portals for different markets, the specific portal used will be shown here.