Managing claims

Managing claims

If you have opted for the Advanced plan, Eshopbox provides you with a dashboard to track and manage claims created for returns marked as lost or damaged. Using this dashboard, you can view the claims present in different statuses, move a claim from one status to another and export the detailed reports.

Before you start, make sure that you have configured your Claims settings on the Eshopbox workspace. Learn here how to configure Claims settings.

Understanding claim statuses

Eshopbox provides a structured workflow for managing return-related claims. Each claim follows a clearly defined lifecycle, helping you maintain visibility, track accountability, and take timely actions. Below is a breakdown of each claim status and what it entails:

A claim can be moved to the relevant status as per the marketplace seller portal on your workspace.

Draft → New

A claim is automatically created in Draft status when an item is marked as Lost or Damaged after Return QC at the fulfillment center.

This status helps flag potential issues that need supporting proof before a formal claim can be submitted.

To move it to the New status, you need to upload:

  • Shipment-level images: Shipping label and packaging image (Mandatory)

  • Item-level images: Product front, back, price tag, defect image, etc. (Mandatory for Damaged)

  • Videos (optional but recommended): Order Packing and Return QC videos

New → Raised

A claim in new status indicates that the relevant proofs have been added, and the claim is ready for review before filing on the marketplace.

To move it to the Raised status, you need to enter:

  • Channel Claim ID (Claim ticket/reference ID from the marketplace)

  • Claim Raised Date

  • Add any final supporting proofs if required

Raised

This indicates that the claim has been formally submitted on the marketplace seller portal. This status allows tracking reimbursement timelines.

Once the marketplace responds, you need to update the claim status to either:

  • Accepted (approved)

  • Rejected (denied)

Raised → Accepted

This indicates that the marketplace has approved the claim for reimbursement, and you will be compensated.

To update the status to Accepted, you need to enter:

  • Claim Accepted Date

  • Approved Reimbursement Amount as confirmed by the channel

Raised → Rejected

This indicates that the marketplace denied the claim due to insufficient or incorrect evidence.

To move a claim to the Rejected, you need to update the following:

  • Claim Rejected Date

  • Rejection Reason Category (e.g., Proof insufficient, Claim period expired)

  • Detailed Rejection Notes

Rejected → Reopened

This indicates that you have appealed a rejected claim by providing additional supporting evidence.

To reopen a claim, you need to enter:

  • Claim Appeal ID (Appeal ticket reference on marketplace)

  • Claim Reopened Date

Dropped

This indicates that you have decided not to pursue the claim further. To drop a claim for the queue, you need to add a Reason for dropping it(e.g., Proof not available, out of SLA).

Accepted → Reimbursed

This indicates that you have received the reimbursement from the marketplace. This status is typically updated after payment reconciliation.

Resolved

This indicates that the claim has been fully processed, and no further action is required.

To move a claim to this status, you need to add a Remark (optional) summarizing the resolution.

Each status ensures that your claims are tracked effectively and every stage of action—from proof collection to reimbursement—is transparent and organized. Managing them diligently helps maximize your recovery and improve return-related operational efficiency.

Uploading proofs in bulk

  • If the returns were processed at an Eshopbox fulfilment centre, the evidence required for claim filing will be uploaded on the Claims dashboard. Alternatively, you can view them by navigating to the Returns tab of an order as well. Learn here how to manage claim evidence.

  • If you are processing returns at your fulfilment location, you can upload the proofs:

    • At the time of return processing: After conducting QC, you can upload images and video proofs on your Eshopbox workspace. To do so, you need to follow the below-given steps:

      • Step 1: From the header, navigate to Orders > Process returns.

      • Step 2: Search the return for which you want to upload the proofs.

      • Step 3: Click on Upload image and video proofs.

    • Using your Claims dashboard: You can add the proof details for claim filing in bulk.

      To do so, you need to follow the below-given steps:

      • Step 1: From the header, navigate to Claims.

      • Step 2: Navigate to Import in the top right corner.

      • Step 3: Select Add proof details.

      • Step 4: Download the CSV template and enter the below details.

        • Eshopbox Claim Code: Unique identifier for the claim in Eshopbox.

        • Link of shipment label and packaging image.

        • Link of product packaging, price tag, front view, back view, defect, wash care label and additional images, if any.

        • Return QC video link.

        • Order Packing video link.

      • Step 5: Upload the CSV and click on Submit.

Updating claim status in bulk

Since processes occur on the marketplace seller portal, you may not have time to update statuses sequentially. Therefore, Eshopbox provides you with the option to change their status directly. You can update the claim status either individually or in bulk.

To update the status of filed claims in bulk, you need to follow the below-given steps:

  • Step 1: From the header, navigate to Claims.

  • Step 2: Navigate to Import in the top right corner.

  • Step 3: Select Update claim status.

  • Step 4: Download the CSV template and enter the below details.

    • Eshopbox Claim Code: Unique identifier for the claim in Eshopbox.

    • Channel Claim ID: Identifier for the claim on the sales channel.

    • Claim Status: New status of the claim.

    • Approved Amount: Amount approved for reimbursement in INR.

    • Status Remarks

    • Claim Rejection Reason

    • Claim Rejection Reason Category

    • Claim SLA Status

    • Exception Reason

    • Other Exception Reason

  • Step 5: Upload the CSV and click on Submit.

Note:

  • Accepted, Resolved, and Dropped are final statuses. Once a claim reaches any of these states, no further changes or updates can be made to that claim.

  • Once a claim status is updated to any new status, the action cannot be reversed or undone.

  • Claims follow a forward-only progression. For example, a claim cannot be moved from 'Raised' back to 'Draft' or from 'Accepted' back to 'New'.