# Resolve Source: https://gokarla.io/docs/guides/portal/resolve # Resolve The **Resolve** section is especially useful for understanding why customers report delivery issues and how those issues evolve over time. :::info Resolve is an optional feature included in certain Karla packages. Contact your account manager if you're interested in enabling it. ::: --- ## Previewing the Resolve Flow The **Preview** option allows you to see exactly how the Resolve flow looks from a customer's perspective. ### What the Preview Is For - Understanding the customer experience - Reviewing the steps customers go through when reporting an issue - Validating copy, structure, and flow ### Important to Know - The preview is **safe to click through** - No emails, tickets, or claims are actually created when previewing (the flow in the portal uses a test order) This is helpful if you're unsure how the Resolve flow currently looks or want to walk internal teams through it. --- ## Claims Analytics The **Claims Analytics** section gives you detailed insights into all claims submitted by customers via Resolve. ### Quick Insights Overview At the top, you'll see a high-level summary, such as: - Total number of claims in a selected time period - Number of affected orders This helps you distinguish between: - Many claims for few orders (indicating serious issues) - Evenly distributed, isolated cases ### Claim Breakdown & Patterns Claims are analyzed across multiple dimensions to help you understand root causes: | Dimension | Description | | ------------------------- | ------------------------------------------------------------- | | **Top issue types** | E.g., damaged items, not received, delivery problems | | **Preferred resolutions** | What customers most often ask for (e.g., refund, replacement) | | **Shipment phase** | When claims are submitted (e.g., in transit vs delivered) | For example, a high number of claims at the _delivered_ stage often indicates issues discovered upon arrival. ### Geographic & Carrier Insights You can also see: - Where claims are coming from geographically - How claims are distributed across shipment phases This helps identify: - Regional patterns - Carrier-related issues - Market-specific challenges ### Product-Level Insights Resolve also shows which products are most frequently affected by claims. This can highlight: - Fragile products - Packaging issues - Recurring quality problems These insights can be useful beyond operations — for example, for product or fulfillment improvements. --- ## Claims Table At the bottom of the section, you'll find a **detailed claims table** with all individual claims submitted via Resolve. ### What You Can Do Here - Review individual claim details - Filter and analyze specific cases - Export the data as a **CSV file** for: - Deeper analysis - Sharing with operations, logistics, or product teams --- ## How to Use Resolve Effectively - Use the **Preview** to understand and explain the customer experience - Monitor **Claims Analytics** regularly to spot trends early - Look for repeated issues across products, carriers, or regions - Use exports to align internal teams on recurring problems Resolve is most powerful when used **proactively**, not just reactively.