The Claim Flow is the process that guides your consumers from reporting a product issue in the Returns Portal to resolution. Unlike the Return and Exchange flows - which are fully automatic - claims require review by your Customer Service team before a refund or resolution is issued.
The Returns Portal supports three options for your consumers: Return, Exchange, and Claim. All three share the same entry point and item selection. They branch at the action modal where the consumer picks their path. This article covers the Claim path. See related articles for the others.
Note: The flow below describes the default configuration. Your Returns Portal may look slightly different depending on what you’ve set up — for example, the exchange nudge during a claim, gift card refund option, or available claim reasons may vary. See “What you can configure” below, or contact your Ingrid CSM.
How it works for your consumers
The claim journey runs across three tabs in the Returns Portal: Items → Shipping → Confirm.
Step 1 — Find your order
Your consumer opens the Returns Portal and enters their email address and order number, agrees to the Privacy Policy, and clicks “Find your order”.
Step 2 — Select an item
The consumer sees their order details — order number, purchase date, total value, and how many days remain in the return period — and selects the item they want to report.
Step 3 — Choose an action
For each selected item, the consumer chooses what they’d like to do:
Exchange for something else — choose a different colour or size
Return item and get refund — refund to original payment method or by gift card +20%
Make a claim — report a problem with the item
This article covers the Claim path only. See related articles for Return and Exchange flows.
Step 4 — Select a claim reason
After choosing to make a claim, the consumer selects what happened:
Item is faulty
Item did not arrive
Received wrong item
Step 5 — Tell us more (evidence collection)
The consumer is then asked to provide details about the problem. This screen adapts based on the claim reason selected:
Claim reason | Photo required? | Description required? |
Item is faulty | Yes — “Upload an image where the defect is clearly visible” | Yes |
Item did not arrive | No | Yes |
Received wrong item | Yes | Yes |
Your consumer can upload multiple photos. The written description is always required.
Step 6 — Would you like a new product?
After submitting their evidence, the consumer is offered an exchange before proceeding to a refund.
Screen: “If we approve your claim, would you like a new product? Select below”
Your consumer can select a variant of the same item, or choose “No, thank you, I prefer a refund” to continue with the refund path.
Step 7 — Select a refund option (if refund chosen)
If your consumer declines the exchange, they select their preferred refund type:
Refund — to the original payment method
Gift Card Refund +20% EXTRA — as a voucher for their next purchase
Step 8 — Items tab summary
After selecting a refund option, the item appears in the Items tab with a Complaint badge. The estimated refund is shown, along with a clear note:
“ Final amount may change after review”
Unlike the Return Flow, the estimated refund for a claim includes the return shipping cost (e.g. item SEK 249 + shipping refund SEK 40 = estimated SEK 289). The final amount is confirmed after your CS team reviews the claim.
Step 9 — Select a return shipping method
The consumer selects how to send the item back. The available options are fully configurable — for example, home pickup, service point drop-off, or return in store.
Step 10 — Review and confirm
A summary is shown before the consumer confirms: the item, the complaint, the estimated refund (item + shipping), and the “Final amount may change after review” note.
→ Consumer clicks Confirm.
Step 11 — Done
“Your claim has been registered. Now you can sit back and relax — our Customer Service will get back to you as soon as possible to address your claim!”
Your consumer is told clearly that CS will follow up — this sets the right expectation and reduces “what happens now?” support contacts.
What happens after your consumer submits
Unlike the Return and Exchange flows, the Claim Flow is not fully automatic. Every claim requires review by your Customer Service team before a refund or resolution is issued.
Here is what happens after your consumer clicks Confirm:
Claim is registered in Ingrid Returns
Return label is generated automatically via your carrier integration (if the item needs to be sent back)
Consumer receives a confirmation notification with instructions
Consumer ships the item (if applicable)
Your CS team reviews the claim — they see the evidence submitted (photos and description), the claim reason, and the consumer’s refund preference
Your CS team determines the final refund amount — this may differ from the estimate shown in the portal
Refund or resolution is issued — to the original payment method or as a gift card, based on the consumer’s selection
The “Final amount may change after review” note your consumer sees in the portal is a direct reflection of this process. Your CS team has full visibility of everything the consumer submitted.
What you can configure
Claim reasons
The default claim reasons are Item is faulty, Item did not arrive, and Received wrong item. You can add, edit, or disable reasons in Returns Back-office → Settings → Return Reasons → Complaint Reasons tab.
Exchange nudge during claims
You can enable or disable the “Would you like a new product?” step (Step 6). When enabled, consumers can opt for a replacement instead of a refund — even during a claim. If the claim is approved and the consumer chose an exchange, a new item is sent. If the claim is rejected, the exchange is also cancelled.
How suggested products work
Exchange suggestions in the claim flow follow the same logic as the standalone Exchange flow — they are populated from the product variants configured on the ecom side. You can also link products to specific claim reasons during setup, but those links control which option the consumer sees when choosing a reason — not which products are suggested afterward.
For full setup details, see Exchange Flow.
Gift Card Refund option
When enabled, consumers can choose to receive their refund as a gift card with a bonus top-up (default: +20%). If not enabled, refunds go to the original payment method. Ask your CSM if this is active for your account.
Shipping refund
For valid claims, the return shipping cost can be refunded to your consumer — since the issue was not their fault. Whether this applies to your account is configurable. Contact your CSM for details.