How Does the Automated Resolution Work
Relevant to: Shopify users
Most merchants like to handle the claim with their customers via Replace with the same item(s), Refund to original payment method, or Refund to store credit. In order to improve the claim resolution efficiency, AfterShip Protection provides you with the automated resolution option.
In this tutorial, we’ll discuss:
How to use the automated resolution
How do the Replace with the same item(s) and Refund to original payment method work
Note: Currently, we support automation for ‘Replace with the same item(s)’ and ‘Refund to original payment method’, and will open it for ‘Refund to store credit’ soon.
You can trigger the automation when the resolution status is Unsubmitted or To be resolved. The automation works at the 'claim' level, so you can decide which claim to use automation for.
When you click ‘Submit claim’ or ‘Mark as resolved’
You will see the ‘automation trigger’ when you choose a specific resolution method.
If you enable the ‘Auto’ feature and submit the claim to the insurance company:
AfterShip Protection will trigger the automation to your Shopify store based on the claim items and the claim amount.
The resolution status will become Resolved, which means you have resolved the claim with your customer.
If you disable the ‘Auto’ feature and submit the claim to the insurance company:
The resolution status will become To be Resolved, which means you need to resolve the claim with your customers afterward.
When you disable the ‘Auto’ feature when the status is Mark as resolved.
Make sure you have manually resolved the claim with your customer.
The resolution status will become ‘Resolved’.
When enabling the automation:
Create a new order with the ‘claim items’ you selected on your Shopify store. The amount is the item amount after the discount.
The new order will include the ‘AfterShip Protection’ item too, which means the new order will be protected, and the merchant will pay the fee.
In the new order, we’ll write the Shopify order tag as auto-reordered, and will add a note on order.
When enabling the automation:
Refund the selected ‘claim items’ to your customer from your Shopify store payment. The amount is the item amount after the discount (This doesn't include the protection product amount, shipping fee, or tax). You can also update the refund amount based on your need.
In the refund order, we’ll write the Shopify order tag as auto-refunded, and will add a note on order.
If you have any questions, feel free to reach out to our support team for quick assistance.
Overview
Most merchants like to handle the claim with their customers via Replace with the same item(s), Refund to original payment method, or Refund to store credit. In order to improve the claim resolution efficiency, AfterShip Protection provides you with the automated resolution option.
📢 What you’ll learn
In this tutorial, we’ll discuss:
How to use the automated resolution
How do the Replace with the same item(s) and Refund to original payment method work
Note: Currently, we support automation for ‘Replace with the same item(s)’ and ‘Refund to original payment method’, and will open it for ‘Refund to store credit’ soon.
How to use the automated resolution
You can trigger the automation when the resolution status is Unsubmitted or To be resolved. The automation works at the 'claim' level, so you can decide which claim to use automation for.
When you click ‘Submit claim’ or ‘Mark as resolved’
You will see the ‘automation trigger’ when you choose a specific resolution method.
If you enable the ‘Auto’ feature and submit the claim to the insurance company:
AfterShip Protection will trigger the automation to your Shopify store based on the claim items and the claim amount.
The resolution status will become Resolved, which means you have resolved the claim with your customer.
If you disable the ‘Auto’ feature and submit the claim to the insurance company:
The resolution status will become To be Resolved, which means you need to resolve the claim with your customers afterward.
When you disable the ‘Auto’ feature when the status is Mark as resolved.
Make sure you have manually resolved the claim with your customer.
The resolution status will become ‘Resolved’.
How do the ‘Replace with the same item(s)’ and ‘Refund to original payment method’ work
Replace with the same item(s)
When enabling the automation:
Create a new order with the ‘claim items’ you selected on your Shopify store. The amount is the item amount after the discount.
The new order will include the ‘AfterShip Protection’ item too, which means the new order will be protected, and the merchant will pay the fee.
In the new order, we’ll write the Shopify order tag as auto-reordered, and will add a note on order.
Refund to original payment method
When enabling the automation:
Refund the selected ‘claim items’ to your customer from your Shopify store payment. The amount is the item amount after the discount (This doesn't include the protection product amount, shipping fee, or tax). You can also update the refund amount based on your need.
In the refund order, we’ll write the Shopify order tag as auto-refunded, and will add a note on order.
If you have any questions, feel free to reach out to our support team for quick assistance.
Updated on: 19/02/2023
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