Articles on: Protection

How to Set Up Claim Resolution Methods for Customers

Plans: All plans Platforms: All Platforms


Overview


To help you resolve insurance claims with your customers quickly and efficiently, AfterShip Protection provides an easy set up for claim resolution. With just a few basic settings on the admin site, you can offer several resolution methods to your customers when they file a claim.


What you’ll learn


In this tutorial, we’ll discuss:



How to set up claim resolution methods


  1. Go to Protection settings in the AfterShip Tracking admin
  2. Scroll down to Offer resolution methods and shift the toggle to the right to enable it.



  1. On enabling the feature, you get to choose the resolution methods listed below for your customers and arrange the order as per your choice:


  • Replace with the same item(s)
  • Refund to original payment method
  • Refund to store credit
  • Other (Merchants can input their resolution method when they choose ‘Other’)


  1. Click Save to implement the changes. Once saved, the resolution methods will appear on the last step when consumers file a claim.


If you don’t want to give your customers a choice to select their preferred resolution method, you can disable the feature.


  1. To disable any specific method from appearing on the resolution page, click Edit, unselect the method, and save the changes.


How the resolution setup appears to customers


  • Once you enable the feature, your customers can see and choose the preferred resolution method on the Resolution page.





  • You can see your customer’s resolution choice on the Claims page, when you Submit claim or Mark as resolved in the Preferred resolution field.



  • If you disable the feature, customers can’t see the Resolution step.


If you have any questions, feel free to reach out to our support team for quick assistance.

Updated on: 05/08/2025