Overview

Claim reasons define what types of delivery issues are supported and how each one behaves.

Examples include:

• Damaged

• Lost

• Missing Item

• Stolen

• Wrong Item

• Returned to Sender

Each claim reason is configured independently.

Enabling or Disabling a Claim Reason

• Toggle Claim Reason Is Active

• If disabled, the AI will not process that issue type

Key Configuration Options

Filing Party

• First Party → AI files an internal claim

• Third Party → External handling (i.e. directing customer to a 3rd party to file a claim)

Filing Window

Controls when claims can be submitted:

• Filing Threshold Timestamp

  • Delivered

  • Last tracking update

  • Shipment created

  • Ordered

• Lower Filing Threshold

  • Minimum wait time before filing

• Upper Filing Threshold

  • Maximum allowed time to file

Evidence Requirements

• Require Notes → Customer must explain the issue

• Require Uploads → Photos/videos required

• Upload Documentation Description → Instructions shown to customer

Address Confirmation

• Requires customer to confirm shipping address before proceeding

Auto-Approval Threshold

• Automatically approves claims under a certain order value

Auto-Reject Uninsured Claims

• Reject claims if shipping protection (e.g., Shipped Shield) was not purchased

Tags

Applied automatically when a claim is filed:

• Original Order Tags

• Resolution Order Tags

• Customer Tags

Replacement Settings

• Retain Original Shipping Method

  • Use original shipping method for replacements

Claim Reason Management

You can:

• Enable/disable specific reasons

• Customize behavior per reason

• Tailor requirements and timing

If you need any assistance, please contact support@cavalry.ai.