Collect Additional Information Automation

Overview

The Collect Additional Information automation lets you gather details from customers beyond the standard claim reason and reason detail. It applies to return and warranty claims in the Customer Portal and runs right after the customer selects a reason.

For a full walkthrough of every setting, see Collecting Additional Information with Custom Fields.

What you can expect

With this automation you can:

• Tailor Questions by Context: Ask product-specific or scenario-based questions.
• Leverage Custom Fields: Use your library of custom fields to gather structured information.
• Require Media Uploads: Collect photos or videos of items to validate return or warranty claims.
• Restrict Accepted File Types: Control which types of media customers are allowed to upload.
• Improve Data Quality: Ensure you receive the right details upfront, reducing back-and-forth with customers.
• Enhance Reporting: Capture additional data that can be exported and used for insights.

Features and functionality

Rule setup

1. Go to Settings > Automations and create a new rule.
2. Under What would you like to do?, select Collect Additional Information.
3. Add a name and the conditions for when the rule applies. Common conditions include:
   • Claim Type
   • Claim Reason or Claim Reason Detail
   • Product Group, Product Type, or Product Collection
   • Order details, such as Order Days Since Created
4. Example: If a customer selects “Too Small” as the return reason, ask additional questions about fit.

Custom fields

1. Create a new automation rule and select Collect Additional Information.
2. Add a title and define conditions for when the rule applies.
3. Conditions can be based on:
   • Order or product details
   • Claim reason or reason detail
   • Registration data
4. Example: If a customer selects “Too Small” as the return reason, you can ask additional questions about fit.

• Select questions from your Custom Fields library under Fields to Collect.
• Examples of custom fields:
  • Shoe Condition
  • Packaging Intact
  • Manufacturing Issue

Optional settings

• Show Default Comment Field and Require Default Comment Field: Control the free-text comment box.
• Require Media Uploads: Require files before the customer can continue.
• Accepted Media: Choose Images, Videos, and PDFs.
• Minimum Media Files Required: The number of files the customer must upload. Defaults to one.
• Media Upload Instructions: For example, “Please upload at least one photo of the damaged item.”

Customer experience

• Comment Field: Choose whether to display the standard free-text comment field.

• Media Uploads:

  • Require customers to upload files when submitting a claim.
  • Set a minimum number of uploads.
  • Provide instructions for customers (e.g., “Please upload at least one photo of the damaged item.”).

• Accepted Media: Select which file types customers are allowed to upload. Options include images, videos, and PDFs. The default when creating a new rule is all three types. The customer portal enforces this setting automatically, rejecting any file that does not match the allowed types.

• Customers select a reason and reason detail as usual.

• If a rule matches, your questions appear on the next page.

• Required photos, videos, or PDFs are uploaded directly in the flow.

• Responses are saved with the claim and shown on each line item in Corso Admin.

Rule priority

• Customers proceed through the claim as usual, selecting reason and reason detail.
• Additional questions appear dynamically if conditions are met.
• When media uploads are required, customers can only upload files that match the types you have configured in Accepted Media.
• All responses are logged with the claim and visible in your reporting.

If more than one Collect Additional Information rule matches, only the highest-priority rule applies. Questions from different rules aren’t combined.

Implementation

1. Go to Automation Rules in Corso Admin.
2. Create a new Collect Additional Information rule.
3. Add a title and conditions to control when the rule applies.
4. Select the custom fields to display.
5. (Optional) Enable the comment field or require media uploads.
6. If media uploads are required, use the Accepted Media field to choose which file types customers can submit.
7. Save your rule.

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Can I reuse custom fields across multiple rules? Yes. Any custom field in your library can be added to any number of rules.

Can I collect both text and media responses? Yes. You can combine custom fields with required media uploads in the same rule.

Where does the collected information show up? Responses appear in the Custom Fields section of each claim line item in Corso Admin and can be included in data exports.

Can I use this automation for product registrations? No. Custom fields for registrations are configured under Settings > Registrations.

Q: Can I limit additional questions to specific products?
A: Yes. Apply product-based conditions to control when questions are shown.

Q: What happens if a customer tries to upload a file type that is not in my Accepted Media list?
A: The customer portal rejects the file and displays an error indicating which file types are accepted.