Team Training Guide

This guide is meant to be shared directly with your team as a training resource. Corso’s help center covers every feature in detail, but there is not always one place that walks a new team member through day-to-day claim management from start to finish. This article is that place.

It focuses on the Corso Admin from the perspective of the people who will actually work claims every day: support reps, operations staff, and anyone responsible for reviewing and resolving customer requests. It starts with Returns, since that is where most teams spend the majority of their time, then covers Warranties, Registrations, and Shipping Protection claims. If your team only manages one or two of these areas, jump straight to the section that applies to you.

What’s covered

• Finding your way around claims in the Corso Admin
• Managing return claims
• Managing warranty claims
• Managing registrations
• Managing shipping protection claims
• Tools that work across every claim type

Finding your way around claims in the Corso Admin

Corso separates Returns & Exchanges, Warranties, Registrations, and Shipping Protection into their own claim pages, each with its own table, filters, and detail view. Before diving into any one workflow, it helps to know how these pages work in general.

• Every claims page is a table that can be filtered by things like date, status, resolution method, and tags. Returns and Warranties can also be filtered by whether the claim needs inspection or was an instant exchange.
• You can search by order number, claim number, customer name, or email to find a specific claim quickly.
• Any filtered view can be exported to a CSV from the top right of the page.
• Filters stay applied as you navigate into a claim and back out, so you do not lose your place while working through a queue.

For the full breakdown of each claims page, see Claims Pages.

Save views for recurring workflows

If your team checks the same filter combination every day (for example, “Ready for Review” claims from the last 7 days), save it as a view instead of re-applying filters manually. Saved views appear at the top of the claims list, are shared across your whole team, and can be renamed or deleted at any time. See Views for Claim Management Pages for setup steps.

Managing return claims

Return claims are requests made within your standard return window and can result in a refund, store credit, or exchange. This is the workflow most new team members should learn first.

Start with the claim header

Every return claim opens to a header with the claim-level actions:

1. Click the confirmation number to jump into the customer’s original request.
2. Review the customer information and when the request was created.
3. Click Finalize Claim once everything has been reviewed and is ready to process.
4. Click Needs More Info if you need to pause and ask the customer a question before approving anything.

Read the Return Summary before you touch anything

The Return Summary is the fastest way to understand what will happen if the claim is finalized as-is. It shows the total refund or gift card amount, the merchandise amount, any bonus incentive being applied, and any replacement order items tied to an exchange. Get comfortable checking this first, before opening individual line items.

Work through each request type

A single claim can include more than one kind of request. Each is broken into its own section:

• Exchange Requests — review the original item, requested exchange item, reason, and comments. Open Resolution to approve as requested, modify the resolution, or deny.
• Gift Card Requests — review the returned item, reason, and quantity. Approve, modify, or deny the resolution.
• Refund Requests — review the returned item, reason, and tax. These often need the closest attention, since fees or label charges can change the final refund amount.

Within any of these, use Modify Resolution when the customer’s original request should change before finalizing — for example, switching a requested refund to store credit.

Use inspections and customer media when you need more information

• The Inspection drawer lets you grade a returned item, add internal notes, and attach supporting images before deciding on a resolution. See Performing Inspections.
• The Customer Media section shows any photos or video the customer submitted, and lets you upload files on their behalf or remove ones that are no longer needed.

Generate a return shipment when needed

If a return shipment has not already been created for the claim, you can generate one directly from the claim view. Quick Ship is the fastest option and uses your default return location. If you need to change the To/From address, adjust weight, or select parcel dimensions, use Create Custom Shipment instead. See Generating a Return Shipment for the full walkthrough.

Finalize the claim

Once every request in the claim has the right resolution, click Finalize Claim. Corso rolls up all approved outcomes and processes them together. Claims can also be edited after the fact — see Edit a Claim for how to change a resolution, cancel, or deny a claim, and how auto-finalization interacts with manual edits.

For the complete walkthrough of this page, including screenshots, see Processing Return Claims.

Managing warranty claims

Skip this section if your team does not manage warranties.

Warranty claims come in outside the standard return window but within your warranty eligibility period. Unlike returns, warranty claims arrive without a requested resolution — your team decides the outcome.

The workflow mirrors returns, with a few differences worth knowing:

• The Warranty Summary shows which product is under review and whether a resolution has already been approved or denied.
• The Warranty Review section is where each request gets resolved individually. You can edit the claim reason and reason detail here, which keeps your reporting accurate for reviewing trends or reporting back to manufacturers.
• Resolution options include Refund, Gift Card, Replacement Order, Repair, and Deny. Repair is unique to warranties — you can generate the shipment to the repair destination directly from the claim. See Warranty Repair Functionality.
• Inspections work the same way as returns but must be enabled in warranty settings first. See Setting Up Claim Inspections.

For the full walkthrough, see Processing Warranty Claims.

Managing registrations

Skip this section if your team does not manage product registrations.

Registrations capture customer and product information for purchases made outside your Shopify store, and often exist to support a warranty program. On the registrations page, your team can:

• Review the channel, proof of purchase, customer information, and product selected at registration.
• Correct the product or customer information if something was entered incorrectly — this matters especially for purchase date, since warranty eligibility is calculated from it.
• Cancel a registration if the proof of purchase is invalid or fraudulent. Cancelled registrations cannot be used to file a warranty claim.
• Create a new warranty claim directly from a registration, or view one that already exists. A single registration can be tied to multiple claims.

For the full walkthrough, see Managing Registrations.

Managing shipping protection claims

Skip this section if your team does not manage shipping protection.

Shipping protection claims work differently from the other claim types above. A shipping claim is filed by a customer who purchased Corso Package Protection and experienced a lost, damaged, missing, or stolen shipment. These come through the same customer portal as other claims, but they are routed to the Corso Concierge team to resolve rather than your own team.

In practice, this means your team’s role on the Shipping Claims page is primarily visibility, not resolution: you can view claim status, resolution method, and reason for every shipping claim that has been submitted, using the same filtering tools available on the other claims pages. If you need the conceptual overview of how shipping protection works end to end, see Shipping Protection Overview.

Tools that work across every claim type

A few features apply no matter which claim type your team spends most of its time in.

• Claim Risk — Corso can automatically score claims for fraud risk based on signals like email and device activity, IP patterns, and media reuse, and flags claims as Low, Medium, or High risk. Use this to prioritize which claims deserve a closer look before you approve them. See Claim Risk.
• Dashboards — each claim type has its own reporting suite so you can track volume, resolution times, and trends over time: Returns Dashboards, Warranty Dashboards, and Registration Dashboards. If your account manages multiple stores, Organization Dashboards gives you a cross-store view.
• Automations — many teams reduce manual review time by auto-finalizing claims that meet certain conditions (for example, once a return is scanned in transit). If your team wants to reduce time spent on repetitive, low-risk claims, talk to whoever manages your Corso settings about Building Automation Rules.

Next steps

New team members should be comfortable finding a claim, reading its summary, and finalizing a straightforward resolution before moving on to inspections, edits, and automation-adjacent settings. Once the basics above feel routine, the linked articles in each section go deeper into edge cases, setup options, and troubleshooting for that specific claim type.