Tagging Claims

Getting Started

Corso allows you to automatically tag claims based on specific conditions, such as custom field responses, products, or order details. These tags can be used to streamline team workflows, segment claim views, and prioritize review processes—especially helpful for warranty resolutions.

This use case highlights how brands can use tagging logic to improve operations, personalize resolution handling, and surface higher-priority claims.

Tagging Claims Based on Custom Field Response

Many brands allow customers to specify a preferred resolution (e.g., replacement, refund, or gift card) when submitting a warranty claim. Even if this selection doesn’t dictate the final resolution, it’s valuable context for internal teams.

How It Works

Set up a custom field asking the customer what resolution they would prefer (e.g., “If approved, would you prefer a replacement or a refund?”).

In Automations > Rules, create a rule like:

If Custom Field Response = “Replacement”
Then Tag claim as “Replacement Requested”

Once the claim is submitted, it will be automatically tagged with that value. You can then use that tag to segment and route the claim.

Create Views Based on Tags

You can create custom admin views to isolate and organize tagged claims:

Example: A view called “Warranty - Replacement Requests” that only shows claims tagged as Replacement Requested.

This helps teams manage different claim types efficiently, whether it’s routing to different departments or simply prioritizing certain tickets for manual review.

How to Set It Up

1. Create Custom Field

Go to Custom Fields Settings and create a dropdown or radio option field for your desired question (e.g., “Preferred Resolution”).

2. Build a Tagging Rule

Navigate to Automations > Create New Rule

• Choose Action: Add Claim Tag
• Set the condition based on:
  • Custom Field responses
  • Product type
  • Order channel
  • Any other claim metadata

Example Rule:

If Preferred Resolution = Gift Card
Then Add Tag: Gift Card Requested

3. Use Tags to Power Views or Internal Alerts

Once tags are applied, you can:

• Filter claims in the admin by tag
• Create views (e.g., “Needs Manual Review” or “Parts Requested”)
• Route claims to specific teams or support queues

Advanced Use Cases

• Tagging based on product SKU or product group
• Tagging high-risk customers with flags like “Manual Review” or “Previously Denied”
• Using tags to pause auto-approvals or require human inspection
• Tagging claims with upload requirements (e.g., “Missing Media”)

Why It Matters

• Automates triage and speeds up resolution routing
• Reduces manual filtering and status tracking
• Makes it easier to personalize workflows by claim type
• Improves visibility into customer preferences and trends