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. Turn on inspections
Section titled “1. Turn on inspections”Go to Settings → Returns or Settings → Warranties and switch on Inspections. See Performing Inspections.
2. Create a Customize Claim Inspections rule
Section titled “2. Create a Customize Claim Inspections rule”Go to Settings → Automations, create a rule, and select Customize Claim Inspections. Use conditions to define which items the inspection is available for. You can use:
- Claim type (return or warranty)
- Claim reasons (like “Defective”)
- Product group, product type, collection, or SKU
- Custom field responses submitted by the customer (like “Opened”)
A rule with no conditions applies to every item.
3. Configure what your team collects
Section titled “3. Configure what your team collects”Each rule decides what your team sees during the inspection:
- Fields to Collect: Custom fields your team answers, such as condition assessment, packaging status, or presence of stains or odor. Create these first in your custom fields settings.
- Show Media Upload: Photos or videos of the returned item.
- Show Inspection Comment Field: Internal comments or notes.
- Collect Inspection Grade: A grade for restock logic.
- Inspection Instructions: Text that tells your team what to look for.
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”Make an inspection available when a customer selects “Opened” or “Used” in a custom field. The rep then:
- Answers condition-based questions
- Assigns a restock grade based on product quality
Defective Product Claims
Section titled “Defective Product Claims”Make an inspection available when the reason is “Defective.” Reps can:
- Confirm visible signs of defects
- Upload comments or photos as documentation
Multiple matching rules
Section titled “Multiple matching rules”If an item meets the conditions of more than one rule (e.g. “Defective” and “Opened”), each matching rule is available as an Inspection Template when your rep clicks Add Inspection. The rep can complete one or all of them. If no rule matches, your team still gets a default inspection with a grade, a comment field, and media upload.
Reviewing Claims in the Admin Portal
Section titled “Reviewing Claims in the Admin Portal”On a claim:
- Reps expand Inspections on each item and click Add Inspection
- They choose the inspection template, if more than one applies, and complete it
- Completed inspections are saved to the item and listed under Inspections
Can inspection rules be applied to both returns and warranties?
Section titled “Can inspection rules be applied to both returns and warranties?”Yes. Add a Claim Type condition to target return claims or warranty claims, or leave it out to cover 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 what happens next?
Section titled “Can inspection outcomes influence what happens next?”Yes. The Inspection Grade is available as a condition in other automations, so you can use it to decide how an item is restocked. See Restock Inventory Automation. Inspections don’t approve or deny a claim on their own. Your team still makes that decision.