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Corso App Documentation

Edit a Claim

Getting Started

1. Introduction to the New Feature (0:00)

  • Corsa has released a new feature for editing claims.
  • Users can alter claims as they come in and save resolutions.
  • Finalization can occur immediately, later through automation, or by another team member.

2. Accessing a Claim (0:19)

  • Navigate to a claim that requires editing.
  • Example: A customer requests an exchange.

3. Editing the Resolution (0:27)

  • Users can change the resolution of the claim.
  • Options include:
    • Selecting a different item for exchange
    • Choosing a refund, gift card, or replacement order
    • Cancel a claim (this action is not reversible)
    • Deny a claim

4. Saving the Edited Claim (0:48)

  • After making changes (e.g., issuing a gift card), save the updated amount.
  • The changes are now saved on the claim.

5. Continuing Work on Other Claims (1:13)

  • Users can navigate away from the edited claim to continue working on other tasks.

6. Finalizing the Claim (1:19)

  • Another team member can finalize the claim if needed.
  • Claims can also auto-finalize based on set rules (e.g., customer scans item as in transit).

7. Application Across Different Claims (1:28)

  • The editing feature works for both returns and warranty claims.
  • Users can edit, deny, or finalize any claims as needed.

8. Conclusion and Feedback (1:41)

  • The new feature is designed to save time and streamline claims management.
  • Users are encouraged to provide feedback on their experience.

FAQ

How are edited claims finalized?

Edited claims can be finalized either manually (by clicking the Finalize button) or automatically through a finalization automation rule.

Any edits made before an automated finalization attempt will be applied at the time of finalization, allowing you to adjust the claim as needed, and still rely on automation for the finalization process.

How can I view edits to a claim?

All edits are recorded in the claim timeline.
Each entry shows who made the change and what was updated, providing full transparency into the claim’s history.

What parts of a claim can I edit?

Line item resolutions are fully editable. You can:

  • Update the resolution type (refund, gift card, exchange, etc.)
  • Change the requested amounts for refunds or gift cards.
  • Modify which item is being exchanged.
  • Issue an all new order, made up of new items.

Claim details can also be edited, including:

  • Customer address, phone number, and email.
  • Tags, timeline and handling fees.
  • Notes, and comments.

This flexibility allows you to adjust claims before they are finalized.

Can warranty claims be auto-finalized?

Yes! Warranty claims can be auto-finalized.
Make sure to include the Claim Type fact in the relevant automation rule to ensure the correct claims are targeted.

What emails are sent when a claim is auto-finalized?

The email sent depends on the claim type, as well as the finalization template selected for approved, partially approved, or denied outcomes.
Each outcome triggers a different email based on how the claim was finalized.