Creating a Return Claim in the Merchant Admin

Overview

Sometimes it makes more sense for a support agent or team member to create a return claim directly in the Merchant Admin instead of asking the customer to use the portal. This can save time, improve the customer experience, and allow you to bypass eligibility rules when necessary. The process is simple and ensures you can manage claims quickly while staying in control of resolutions.

What You Can Expect

Creating a return claim directly in the Merchant Admin gives you flexibility and speed. Instead of sending customers through the self-service portal, you can handle everything in one place:

Streamlined customer service: Handle claims while already in conversation with the customer.
Bypass eligibility rules: Create a claim even if the customer’s order wouldn’t normally qualify.
One-page simplicity: Edit order details, select items, apply reasons, and set resolutions in a single flow.
Flexible claim types: Supports returns, exchanges, refunds, gift cards, warranties, or shipping protection.

This functionality is especially useful if you’re doing right by a customer outside of your standard policies, or if you’ve been communicating with them directly and need to speed up the process.

How to Create a Return Claim

There are multiple ways to begin a return claim in the Merchant Admin:

Order Lookup

Use the Order Lookup button on your dashboard.
Enter the customer’s email and Shopify order number.

Access the Order Lookup option in the top navigation.
Same functionality as the button, allowing quick searches by email and order number.

Quick Search (Recommended)

Available at the top of every page.
Enter only the Shopify order number (no email required).
This is the fastest and most efficient method.

Filing the Claim

Once you’ve located the order:

Review or edit customer and shipping information.
Select one or multiple items from the order to include in the claim.
Choose claim details such as reason codes and resolution type (exchange, gift card, refund).
For exchanges, select the replacement product or size directly in the flow.
Click Create Claim to finalize.

After submission, you’ll be redirected to the claim details page to manage next steps such as generating return labels, updating statuses, or communicating updates.

Key Notes

Creating a claim through the Merchant Admin overrides all eligibility rules.
Use this option when exceptions need to be made, or when direct agent involvement is required.
Once created, the claim is treated like any other and can be managed fully within the Admin.

FAQs

Q: Can I create claims for orders outside of Shopify?
Currently, claims must be tied to a Shopify order number.

Q: Do eligibility rules apply when creating a claim in the Admin?
No. All rules are bypassed to give admins complete control.

Q: What claim types can I create in the Admin?
You can create returns, exchanges, refunds, gift cards, as well as warranty and shipping protection claims if those features are enabled.

Q: Is customer communication automated after creating the claim?
Yes. Standard notifications will trigger based on your communication settings, just as if the customer created the claim themselves.