Data processing#
Every claim a customer submits through Resolve becomes a structured record — not a free-form ticket. That structure is what unlocks automations, helpdesk integrations, and analytics that actually mean something.
What a claim contains#
A claim is the full, machine-readable picture of what went wrong:
- The order and its items — the originating order, the specific line items the customer flagged, and how many units are affected.
- The reason — which flow the customer entered (defective, return, not received, etc.) and the specific reason within that flow.
- The customer's preference — refund, replacement, or whatever options you exposed.
- Evidence — photos, signatures, free-text descriptions, answers to any custom prompts you added.
- Order context — fulfillment status, shipment phase, carrier information, the customer's address. Enough for your team or your automation to make a decision without looking anything else up.
The complete shape lives in the Claim API. For event payloads, see Claim events.
Where claims go#
Once submitted, a claim is available everywhere you need it:
- Merchant Portal — the Claims view, with filters, individual claim detail, and CSV export.
- Service desk or helpdesk — Karla pushes claims to your tool of choice via webhook or REST. The payload is the same structured record, ready to open as a ticket with all the context attached.
- Karla API — pull claims programmatically, joined with the originating order and shipment.
- Analytics — every claim feeds the Claims Analytics dashboard: breakdowns by reason, by carrier, by region, by product, by shipment phase. The same data, rolled up to spot patterns.
Beyond Karla's own surfaces, the structured claim is what powers automated refunds, automated replacements, helpdesk routing, and any custom output your operation needs. See Integration and automation for what's possible — and how little of it you have to build yourself.