# Integration and automation

Source: https://gokarla.io/docs/guides/resolve/integration-and-automation

# 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 can reach your helpdesk in one of two ways:

- **Native integrations** — connect Zendesk or Gorgias (and more helpdesks
  coming) directly in the Karla portal. Karla authenticates with your instance
  and creates fully formatted tickets. See
  [Helpdesk integrations](./integrations/overview).
- **Webhooks** — point Karla at any HTTPS endpoint and receive the structured
  claim payload described in [Data processing](./data-processing). You map it
  to your helpdesk, or use a connector. See
  [Webhooks](./integrations/webhooks).

Either way, your agents see a properly populated ticket — photos, affected
items, order context, resolution preference — 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

- [Helpdesk integrations](./integrations/overview) — connect Zendesk or
  route claims via webhooks.
- [Data processing](./data-processing) — the claim payload itself, and
  where claims live in Karla.
- [Integrate in your shop](./integrate-in-your-shop) — embedding the
  resolve widget on your domain.
- [Portal → Resolve](/docs/guides/portal/resolve) — the Claims view and
  analytics.