Order Eligibility in Corso
Overview
Section titled “Overview”Order Eligibility shows you, for any order, which resolutions each item qualifies for and the last day each one is available. It’s the quickest way to answer “why can’t my customer return this?” or to confirm that a new Return or Warranty Eligibility rule is working.
What You Can Expect
Section titled “What You Can Expect”With Order Eligibility, you can:
- See whether each line item is eligible for a refund, store credit, exchange, or warranty, and the last eligible date for each.
- See which Return or Warranty Eligibility automation changed an item’s windows.
- Check the product tags the item had when the order was placed, which is what tag-based rules match against.
- Make an item ineligible, or reset it, directly from the order. See Adjusting Item Eligibility After Claim Submission.
Key Features and Functionality
Section titled “Key Features and Functionality”Viewing Order Eligibility
Section titled “Viewing Order Eligibility”- Search for the order using Order Lookup or Quick Search in the top navigation bar.
- On the Order Overview page, click View Eligibility.
- The Order Eligibility window lists the order number, the order date, and each line item.
Reading a line item
Section titled “Reading a line item”Each line item shows one of two summaries under its name:
- Eligible for: The resolutions whose windows are open for this item, such as Refund, Exchange. Resolutions turned off in your settings, and items that are always final sale (like shipping protection), can still appear here even though the customer can’t choose them.
- A red note: Not Eligible, or the footnote from the automation that made the item ineligible, such as Final Sale.
Click a line item to expand it. You’ll see:
- Is Ineligible Due to Policy Enforcement: Yes if the item was made ineligible by a customer’s answer to a Policy Enforcing Question or by your team. Use Make Ineligible or Reset Eligibility here.
- Modify Claim Window Automation: The name of the Return or Warranty Eligibility automation that applied to the item. It’s only shown when one applied.
- Product Tags At Purchase: The tags the product had when the order was placed.
- Exchange, Refund, Gift Card, and Warranty: The last day each resolution is available, or Not Offered. Gift Card is store credit.
Troubleshooting and testing
Section titled “Troubleshooting and testing”- Customer questions: If a customer says an item isn’t returnable, look up their order to see the same dates and the rule behind them. Dates close at the end of the last day in your store’s time zone.
- Rule verification: After you create or reorder a rule, check an order it should affect. If the rule’s name doesn’t appear, a higher-priority rule is applying instead, or its conditions don’t match.
- Tag-based rules: Compare Product Tags At Purchase with the rule’s tag condition. Tags must match exactly.
Q: Can I file a claim for an ineligible item? Yes. Your team can create a claim from the Corso Admin whether or not the item is eligible. The eligibility view shows each item’s windows and the rule behind them, which is a close guide to what the customer sees in the portal.
Q: Does it account for automation rules? Yes. The dates already include any Return or Warranty Eligibility automation that applies to the item.
Q: Does it show every line item? Yes. Each line item in the order is listed separately, and different items can follow different rules.
Q: Why does an item show a different date than my store default? An automation changed it. Check Modify Claim Window Automation on the item. Special orders, like gift returns or orders created from a registration, also follow fixed rules. See Return and Warranty Eligibility Rules.