The OGOship Claims guide details the claims process for consumers and merchants. Consumers file claims via a tracking portal, selecting products, reasons, and adding photos or comments. Merchants review claims in myOGO, add notes, and decide on refunds, returns, or store credit. Returns are verified before initiating the standard OGOship return process, with customers notified upon claim resolution.
This is the guide to use OGOship Claims. It describes the workflow from the consumer's and the merchant's point of views.
General information about claims
Claims can be used for various end results that are totally depending on the policies of the merchant. Possible end results might be:
- Refund of order and return of item(s)
- Partial refund of order e.g. because of a broken product
- Exchange of a product
- Shipping of another product to the customer.
OGOship Claims can link various other objects under a claim e.g. orders, returns, pictures and comments. These can be used to manage the claims process.
OGOship Claims enables merchants to gather information from the customer in order to determine the best possible end-result for a claim.
The user's workflow (consumer workflow)
1. The user starts the claim process from the tracking portal
Note: The "File claim" action can also be started from the navigation widget where you generally include your Terms & Conditions. Some stores prefer a more subtle entry point ot the claims process. You may select the location of the entry button by changins the setting of this menu:
2. The user selects which products are related to the claim.
3. The user selects what is the claim reason per product to be claimed. The claim reasons are pre-defined by the merchant. The user can input open comments later in the process.
4. The user can also add pictures to support the claim.
5. Before submitting the user can add free comments
Note: you may also disable the free text field "Comments" in the settings if you prefer not to give that option to your customers.
6. After filing the claim, the user can also access the filed claims later. The user may also cancel prior claims.
The merchant's workflow
- The returns and claims related to orders can be seen in myOGO as a list.
2. The individual claim can be opened for review.
3. Notes can be added to the claim.
4. The merchant can choose to create a return, refund the order or create store credit for the user. The availabity of the options depend on the store platform used by the merchant.
5. If a return is chosen as the end-point for the claim, the returned products should be verified:
More products can also be included to be returned:
6. Once the return is finished, the normal OGOship returns process will initiate. The customer will also receive a notification email telling that their claim has been processed and a return has been issued.