Claim Inspections Based on Custom Rules
Getting Started
Section titled “Getting Started”Overview
Section titled “Overview”Claim inspections give your team a structured way to verify return and warranty claims before approving refunds or restocking items. With Corso’s automation rules, you can create inspection workflows that trigger based on specific claim conditions, such as defect reasons, opened packaging, or custom field responses.
These inspections are used by brands who take a hands-on approach to returns and warranties, often when items are physically reviewed in a warehouse or by an assigned team member. The inspection flow ensures consistent decision-making and improved claim accuracy.
Steps to Set Up
Section titled “Steps to Set Up”1. Create Inspection Rules Based on Conditions
Section titled “1. Create Inspection Rules Based on Conditions”Use Corso’s Automations to define when inspections are required. You can trigger inspections based on:
- Claim reasons (like “Defective”)
- Product conditions (like “Opened”)
- Custom field responses submitted by the customer
2. Configure Custom Inspection Questions
Section titled “2. Configure Custom Inspection Questions”Each inspection rule includes a set of internal questions that reps must answer before completing the claim. These can include:
- Condition assessment (lightly used, damaged, etc.)
- Packaging status
- Presence of stains, odor, or wear
- Internal comments or notes
- Media uploads (photos of the returned item)
- Inspection grade for restock logic
These inspection forms are internal-only and never shown to the customer.
Example Rules
Section titled “Example Rules”Open Box or Used Items
Section titled “Open Box or Used Items”Trigger when a customer selects “Opened” or “Used” in a custom field. The rep must then:
- Answer condition-based questions
- Assign a restock grade based on product quality
Defective Product Claims
Section titled “Defective Product Claims”Trigger when the reason is “Defective.” Reps are prompted to:
- Confirm visible signs of defects
- Upload comments or photos as documentation
Stacked Rule Logic
Section titled “Stacked Rule Logic”If an item meets multiple rule conditions (e.g. “Defective” and “Opened”), both inspection flows will be shown to the rep. This ensures that all relevant inspection steps are completed before resolving the claim.
Reviewing Claims in the Admin Portal
Section titled “Reviewing Claims in the Admin Portal”Once the claim is submitted:
- Reps can open the Inspection module for each item
- The system loads applicable inspection forms based on triggered rules
- Completed inspections are saved to the item’s claim record and guide next steps
Can inspection rules be applied to both returns and warranties?
Section titled “Can inspection rules be applied to both returns and warranties?”Yes. You can create rules that target return claims, warranty claims, or both.
Are inspection questions visible to customers?
Section titled “Are inspection questions visible to customers?”No. These questions are internal-facing and only visible in the Corso admin.
Can inspection outcomes influence claim resolution?
Section titled “Can inspection outcomes influence claim resolution?”Yes. Data collected during inspection can determine:
- Restock eligibility
- Application of handling fees
- Claim denial or refund