Processing Return Claims

When a return claim comes in, this page gives your team one place to review the request, inspect returned items when needed, choose the right resolution, and finalize the outcome. If you are moving quickly, think of the page in three parts: the claim header, the summary, and the request sections.

Start with the claim header

The header keeps the claim-level actions close at hand:

1. Click the confirmation number to jump straight into the customer request.
2. Review the customer information and when the request was created.
3. Click Finalize Claim once the request is fully reviewed and ready to process.
4. Click Needs More Info if you need to pause and ask the customer for more detail before approving anything.

Use Return Summary for the quick read

The Return Summary gives you the fastest way to understand what is about to happen if the claim is finalized.

This section helps you quickly confirm:

• The total amount tied to a refund or gift card request.
• The merchandise amount and any bonus incentive being applied.
• Any replacement order items tied to exchange requests and their current status.

If your brand uses incentives to drive customers toward store credit, this is where that bonus value becomes easy to verify. For more on that setup, see Store Credit Incentive.

Work each request section

Return claims can include different resolution types within the same claim. The claim page breaks those out into dedicated sections so your team can review each request clearly before finalization.

Process exchange requests

The Exchange Requests section is where you review items the customer wants to swap for something else.

From this section, your team can:

• Review the original item, exchange item, request reason, customer comments, and item price.
• Open the Inspection section if the item needs internal review before approval.
• Open the Resolution section to Approve as Requested, Modify Resolution, or Deny.
• Add a customer-facing note when you need to explain the outcome.

Modify Resolution is useful when the customer’s original request should be changed before finalization. For example, a rep may decide a refund or gift card is the better outcome than an exchange after review.

If you use automation to charge exchange shipping or adjust fees, keep those workflows in mind as you review exchange outcomes. See Charge for Exchange Order Shipping Automation and Apply or Waive Fee.

Process gift card requests

The Gift Card Requests section is where you review items the customer wants to return for store credit.

From this section, your team can:

• Review the returned item, reason, comments, quantity, and tax.
• Open the Inspection section if the claim requires internal verification.
• Open the Resolution section to approve, modify, or deny the request.
• Confirm whether the request is being approved exactly as submitted or needs rep intervention.

Gift card claims are often good candidates for faster workflows, especially if your team uses shipment-based or warehouse-based automations to finalize them automatically. See Auto-Finalization Claim.

Process refund requests

The Refund Requests section is where you review items the customer wants refunded back to the original payment method.

From this section, your team can:

• Review the returned item, reason, status, quantity, and tax.
• Open the Inspection section when the return needs internal review.
• Open the Resolution section to approve, modify, or deny the request.
• Confirm whether the refund should proceed as requested or be changed to a different outcome.

Refunds often need the most careful review because fees, label charges, or policy rules may affect the final amount the customer receives. If you use return label charges or fee rules, see Charge Return Label and Fee Configuration Examples.

Use inspections when a return needs review

Across exchange, gift card, and refund sections, the Inspection drawer gives your team a structured place to record internal review before finalization.

Inspections are useful when you need to:

• Grade the returned item.
• Require internal notes or media.
• Apply different review logic based on reason, product type, or other conditions.

For setup details and rule configuration, see Claim Inspections.

Finalize the claim

Once each request has been reviewed and the right resolutions are in place, click Finalize Claim to process the outcome.

At that point, Corso rolls up the approved exchange, gift card, and refund outcomes from the claim page and processes them together. If you do not need item-level review, you can finalize immediately. If additional review is needed, work through each section first so the claim reflects exactly what should happen.

If your team is moving toward Shopify’s newer native flow for returns, see Migrate To Return Processing. If you are troubleshooting how claim outcomes affect Shopify order values or exchange records, see Understanding Exchange Money Flow.