Integration and automation#

Once a customer hits submit, the claim doesn't just sit in a database waiting for someone to look at it. Karla runs a per-brand automation layer that takes the claim, reshapes it for whatever destination you use, and — when you want it to — acts on it.

You don't build any of this. We operate it for you.

Claims, anywhere you want them#

Every claim is delivered as a webhook. Point it at the helpdesk you already use, the workflow tool your ops team lives in, the data warehouse you report on, or all three. The payload is the same structured record described in Data processing; what differs is how it's shaped on arrival.

We're already wired up to the helpdesks merchants ask for most often:

• Zendesk
• Freshdesk
• Gorgias
• Intercom
• And many more — if you use it, chances are we've integrated with it. If not, we'll build it.

Each integration handles the bits that matter: opening the right ticket type, attaching photos and signatures, threading on the correct customer, matching to existing conversations when they exist. Your agents see a properly populated ticket, not a JSON dump.

Automated refunds and replacements#

For straightforward cases, you don't need an agent in the loop at all. Karla can issue refunds and trigger replacement orders directly in your shop, automatically, the moment a qualifying claim comes in.

We run these under guardrails you set with us — for example:

• Value thresholds. Auto-refund up to a maximum order value or per-item value; anything above goes to your team.
• Stock checks. Only auto-replace when the item is in stock; fall back to refund or to manual review otherwise.
• Reason filters. Allow auto-refund for "missing product" claims but not for "dissatisfied" ones, for example.
• Fraud signals. Skip automation for repeat claimants, suspicious patterns, or any signal you want us to honor.

The goal is to get the easy 60–80% of claims off your team's plate without giving up control over the rest.

Custom transformations#

Claims rarely fit one shape. The same submission might need to become a ticket in your helpdesk, a row in your warehouse, a refund in your shop, and a PDF for a carrier dispute — all at once. The automation layer takes care of that fan-out.

Common things merchants ask us to do:

• DOR (Damage / Operations Report) documents generated from claim data for carrier disputes or internal audits.
• Custom payload shapes for non-standard helpdesks, internal ticketing systems, or BI pipelines.
• Conditional routing — send specific claim types to specific queues, brands, regions, or warehouses.
• Enrichment — combine the claim with order, shipment, or customer context before forwarding it on.

If you can describe what you want to happen when a claim comes in, we can almost certainly wire it up.

Where to next#

• Data processing — the claim payload itself, and where claims live in Karla.
• Integrate in your shop — embedding the resolve widget on your domain.
• Portal → Resolve — the Claims view and analytics.