Collecting Additional Information with Custom Fields

Overview

Custom fields give you the ability to collect extra information from customers during the claims process. Beyond standard reasons and reason details, you can ask specific questions, request media uploads, or gather structured inputs that help pre-qualify claims.

This article explains how custom fields work, how they appear to customers, and how to set up automation rules that collect the information you need.

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What You Can Expect

With custom fields, you can:

• Ask tailored questions during returns or warranty claims.
• Use a variety of input types such as text, numbers, dates, selectors, and multi-select.
• Require customers to upload photos or files to support their claim.
• Customize instructions for uploads (e.g., “Please upload one photo of the front and one of the back”).
• Report on and export claim data that includes custom field responses.
• Apply different sets of questions depending on claim type, product type, or customer segment.

By gathering this information upfront, you can reduce back-and-forth with customers, resolve claims faster, and improve reporting accuracy.

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Features and Functionality

Customer Experience

When a customer starts a claim (return or warranty):

1. After selecting a reason and reason details, they see any additional custom field questions.
2. Fields can include:
   • Text entry (e.g., “What is the serial number?”)
   • Dropdown/select or multi-select options
   • Number or date inputs
   • File upload requirements with custom instructions
3. Once submitted, responses appear alongside the claim details for your team to review.

Custom Fields in the Admin

• Custom Fields Library: A central place to create and manage all available fields.
• Field Options:
  • Text input
  • Select / Multi-select
  • Date
  • Number
• Field Settings: Add titles, descriptions, and instructions for each field.

Collecting Additional Information Rule

This automation rule defines when custom fields should be shown:

1. Rule Setup: Create a rule titled Collect Additional Information.
2. Conditions: Choose when to show these fields (e.g., only for warranties, only for certain products, or only for specific customers).
3. Custom Fields: Select which fields from your library to include.
4. Media Requirements: Set file upload requirements and instructions.
5. Default Comment Field: Choose whether to display an open comment box in addition to custom fields.

Example: Warranty Claim Pre-Qualification

• Scenario: A warranty claim is submitted.
• Custom Fields Asked:
  • “Was the packaging opened?” (Yes/No)
  • “Is the issue manufacturer-related?” (Select option)
  • Require two photos of the product (front and back).
• Outcome: Support team receives all details and photos upfront, reducing the need for additional follow-up.

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Implementation Steps

1. Go to Settings > Automations.
2. Create a rule using the type Collect Additional Information.
3. Name the rule and add any conditions for when it should apply.
4. Select the custom fields to display from your library.
5. Configure media upload requirements and instructions.
6. Save and enable the rule.

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FAQs

Q: Can I use different questions for returns and warranties?
Yes. Create separate rules with different conditions for each claim type.

Q: Do customers always see custom fields?
No. Fields only appear if conditions you set are met.

Q: Can I make uploads required?
Yes. You can specify how many files must be uploaded and add instructions.

Q: Can I report on custom field responses?
Yes. All responses are included in claim records, reports, and exports.

Q: What if I want to ask different questions for VIP customers or specific products?
You can use conditions in the automation rule to display fields only in those scenarios.