# Overview

Source: https://gokarla.io/docs/guides/resolve/overview

# Resolve

<DocHero
  icon="MessageSquare"
  eyebrow="Self-service issue resolution"
  title="Turn every delivery issue into a 2-click claim"
>
  Customers resolve damaged, missing, and returned orders themselves — no
  ticket, no wait. Structured data flows to your team; automations take care of
  the rest.
</DocHero>

## Try it

A live resolve flow with sample data. Pick an issue, walk through the
steps — the whole experience is fully brand-customizable in the portal.

<ResolveDemo />

## The flows

Resolve ships seven ready-made flows. Each one is a guided path the customer
walks through: pick the issue, give us what we need (a photo, the affected
items, a short note), tell us how they'd like it resolved. You decide which
flows to expose and how strict each one is.

<FeatureGrid>
  <FeatureCard icon="AlertTriangle" title="Defective">
    Item arrived damaged or broken. Customer uploads a photo, picks the affected
    items, describes the issue. Resolution preference: refund or replacement.
  </FeatureCard>
  <FeatureCard icon="PackageX" title="Not received">
    Marked delivered but missing. Customer confirms the address and checks with
    neighbors before triggering a carrier investigation, replacement, or refund.
  </FeatureCard>
  <FeatureCard icon="PackageMinus" title="Missing product">
    Order arrived, but something's missing from the box. Customer picks which
    items never showed up.
  </FeatureCard>
  <FeatureCard icon="PackageSearch" title="Wrong product">
    Got the package, wrong contents. Customer flags the mismatch and uploads
    proof.
  </FeatureCard>
  <FeatureCard icon="RotateCcw" title="Return">
    Wrong size, changed mind, doesn't fit. Customer selects items and gives a
    reason — return authorization and label generation follow.
  </FeatureCard>
  <FeatureCard icon="Frown" title="Dissatisfied">
    Product arrived intact, but didn't meet expectations. Captures the feedback
    as a structured claim instead of an angry email.
  </FeatureCard>
  <FeatureCard icon="LifeBuoy" title="Support">
    A catch-all for anything outside the other flows. Becomes a structured
    ticket your team can pick up.
  </FeatureCard>
</FeatureGrid>

## What makes it work

<FeatureGrid>
  <FeatureCard icon="MousePointerClick" title="2-click self-service">
    Most claims complete in 2–3 steps. No account needed — order number + ZIP
    (or a secure token) is enough.
  </FeatureCard>
  <FeatureCard icon="Workflow" title="Conditional and configurable">
    Show or hide flows based on shipment phase, time since delivery, items in
    the order — or just turn them off. Every flow is a set of steps you can
    rearrange, tighten, or relax.
  </FeatureCard>
  <FeatureCard icon="Database" title="Structured data, not tickets">
    Every claim lands as a structured payload (photos, affected items, customer
    preference) your team or helpdesk can act on instantly.
  </FeatureCard>
  <FeatureCard icon="Globe" title="Brand & language">
    Fully themable in the portal. Multi-language; fallbacks handled
    automatically.
  </FeatureCard>
</FeatureGrid>

## Where to next

- [Flows and customization](/docs/guides/resolve/flows-and-customization) —
  what you can configure: steps, toggles, guardrails, and branding.
- [Shop connection](/docs/guides/resolve/shop-connection) — what Resolve
  needs from your shop to do its job.
- [Data processing](/docs/guides/resolve/data-processing) — what a claim
  contains and where it lives.
- [Integration and automation](/docs/guides/resolve/integration-and-automation)
  — automated refunds and replacements, custom outputs.
- [Returns](/docs/guides/resolve/returns) — hand off to your returns portal
  or native labels and email delivery.
- [Helpdesk integrations](/docs/guides/resolve/integrations/overview) —
  connect Zendesk natively or route claims to any helpdesk via webhooks.
- [Integrate in your shop](/docs/guides/resolve/integrate-in-your-shop) —
  embed the resolve widget on your own domain.
- Got a unique flow in mind?
  [Talk to us](mailto:hello@gokarla.io) about custom automations.