Adjusting Item Eligibility After Claim Submission

Overview

Your team can make an item ineligible, or reset it, directly from the order in the Corso Admin. This works at any time, including after the customer has gone through the claim flow.

This is useful when a customer accidentally answers a Policy Enforcing Question in a way that marks an item as ineligible (for example, saying an item was opened when it wasn’t), or when you need to manually block an item.

What You Can Expect

• Flexible control: Make an item ineligible or reset it on any order.
• Error correction: Undo an accidental customer answer.
• Admin management: Manage eligibility from the Order Lookup view.

How It Works

1. Go to Order Lookup in your Corso Admin.
2. Search for the customer’s order by email or order number.
3. On the Order Overview page, click View Eligibility.
4. Click the item to expand it. Is Ineligible Due to Policy Enforcement shows Yes or No.
5. Click Reset Eligibility to make the item eligible again, or Make Ineligible to block it, then click Confirm.

An item made ineligible this way is treated as final sale for returns. The customer can see it in the portal but can’t select it for a return. Resetting it lets the customer create a claim for the item again, subject to your normal windows and rules.

Implementation

No setup required. This is available in your Corso Admin under Order Lookup.

FAQ

Can customers change eligibility on their own?

No. A customer can make an item ineligible only by answering a Policy Enforcing Question with Yes. Once an item is ineligible, only your team can reset it.

Does this change an item’s return and warranty windows?

No. It only blocks or restores the item. The windows still come from your settings and any Return or Warranty Eligibility rules. To see why an item is ineligible, see Order Eligibility in Corso.