Tag a Claim Automation

Overview

The Tag Claim automation adds tags to return and warranty claims when your conditions are met. Claim tags are internal labels that help your team filter, categorize, and route claims. Customers never see them.

What you can expect

With claim tagging, you can:

• Organize claims automatically based on custom field responses, claim reasons, products, customers, or orders.
• Surface important context for your team (for example, “Repair Requested” or “VIP”).
• Tag claims when the return shipment is created or its tracking status changes, or when your ShipHero or Two Boxes integration creates or updates an RMA (return merchandise authorization).
• Filter claim lists and build views by tag.

Features and functionality

Managing claim tags

1. Go to Settings > Tags and select Claim.
2. From here you can:
   • View all existing claim tags.
   • Search for tags.
   • Add new tags with Add Claim Tag.
   • Delete tags you no longer need.

Tags can’t be renamed. To fix a typo, create a new tag and delete the old one.

Deleting a tag removes it from every claim it was applied to and from every Tag Claim rule that uses it. If a rule has no tags left, the rule is deleted. This can’t be undone.

You can also create a tag on the fly by typing a new name into a Tag Claim rule or into the Tags card on a claim.

Automation rules for claim tagging

1. Go to Settings > Automations and create a new rule.
2. Under What would you like to do?, select Tag Claim.
3. Name the rule (for example, “Repair Requests”).
4. Choose when the rule runs under At:
   • Claim Creation: When the claim is submitted. This is the most common choice.
   • Return Shipment Creation: When a return label or packing slip is created.
   • Return Shipment Status Update: When the return shipment’s tracking status changes, such as in transit or delivered.
   • Warehouse RMA Event: When your ShipHero or Two Boxes integration creates or updates an RMA.
5. Add conditions, such as Claim Reason, Product Group, Claim Custom Field Response, Order Tag, Customer Tag, or Shipment Return Status.
6. Under Claim Tags, select the tags to apply.

Changing the trigger clears your conditions, because each trigger has its own set of conditions. Choose the trigger first.

Tagging by custom field response

The Claim Custom Field Response condition lists each option from your Select and MultiSelect custom fields, shown as Name: [field] / Response: [option]. Text, Number, and Date fields can’t be used in this condition. A MultiSelect response only matches when the customer chose a single option. Use a Select field when you need to tag on the answer.

Custom field responses work at Claim Creation, Return Shipment Status Update, and Warehouse RMA Event. Don’t use them in Tag Claim rules at Return Shipment Creation, where they won’t match.

Example scenario

• A custom field asks if the customer wants the item repaired (Yes/No).
• Rule: At Claim Creation, if Claim Custom Field Response is Name: Repair? / Response: Yes, apply the tag “Repair Requested”.
• Result: Every claim with that response is tagged automatically.
• Benefit: Your team can create a Repairs view that shows all of these claims at once.

Rule priority

For each trigger, only one Tag Claim rule applies to a claim: the highest-priority rule whose conditions match. To add several tags in one situation, add them all to the same rule. Rules at different triggers each apply, so a claim can collect tags at creation and again when its shipment is delivered. See rule priority.

Claim views

• Tags appear in the Tags card on the claim and in the Tags column of the claims list.
• Use the Tag filter on the claims list to find tagged claims, then save it as a view.
• Example: A “Repairs” view that shows every claim with the Repair Requested tag.

Implementation

1. (Optional) Create tags under Settings > Tags. You can also create them while building the rule.
2. Go to Settings > Automations and create a Tag Claim rule.
3. Choose the trigger, then add conditions, or leave conditions empty to tag every claim.
4. Select the tags and save the rule.
5. Submit a test claim that meets the conditions and check that the tag appears.

FAQ

Can customers see claim tags? No. Tags are internal only.

What if I make a mistake when naming a tag? Tags can’t be renamed. Create the correct tag, update your rules, then delete the incorrect tag under Settings > Tags.

Can a claim have multiple tags? Yes. One rule can apply several tags, rules at different triggers can each add tags, and your team can add tags manually.

Does tagging remove existing tags? No. Tag Claim only adds tags. Tags already on the claim are kept.

How do tags improve workflows? They let your team filter the claims list, save views, and quickly spot claims that need a specific next step.