Tracking claims
Using your Eshopbox workspace, you can track and manage claims effectively. Whether you need to review claims for lost or damaged returns, identify rejection reasons, or export detailed reports, Eshopbox provides complete visibility and control over the claim process.
Before you start, make sure that you have configured your Claims settings on the Eshopbox workspace. Learn here how to configure Claims settings.
In this article, you will learn how to view, search and manage claims on your Eshopbox workspace.
Eshopbox provides you with the Claims dashboard, which you can use to
To do so, from the header, navigate to Claims. You will be redirected to the Claims Page.
Viewing claims summary
On the Claims page, you can view the status-wise summary of the claims raised during a defined time period (last 30 days by default). Learn here how claim statuses work.
Searching and filtering claims
Eshopbox provides advanced filters to help you quickly locate and review specific claims. You can search a claim using the below-given filters:
Date range
Raise claim by date: This shows the claims that must be filed before the selected date range.
Note: This depends on the claim filing date set for the marketplace while configuring the claim settings. Learn here how to configure Claims settings.
Claim status as All, Draft, New, Raised, Accepted, Rejected, Reopened, Reimbursed, Resolved and Dropped.
Current Status as Lost or Damaged.
Sales Channel
Rejection reason for the return item
Issue type
Return type as Customer initiated, Courier initiated or Unknown return.
Exporting Claim Reports
You can export the claims data for records and trend analysis claim trends from your Eshopbox workspace. To do so, you need to follow the below-given steps:
Step 1: Navigate to the top right corner of the Claims page.
Step 2: Click on Export > Claims Export template.
Step 3: Select whether you want to export all claims or claims matching the applied filter.
Step 4: Select the field that you want to export. By default, all the fields will be auto-selected. Learn here bout the export fields.
Step 5: Once done, click on Export CSV.
Step 6: Navigate to Files > Export to download the CSV file.
Export fields glossary
Claim Details
Eshopbox Claim Code: Unique identifier for claims raised via Eshopbox.
Channel Claim ID: Reference ID assigned by the sales channel for the claim.
Channel Appeal ID: Reference ID for appeals made against rejected claims.
Issue Type: On the Claims Listing Page, the Issue Type filter helps you narrow down claims based on the nature of the problem reported during return processing, such as,
Damaged item is returned: The returned item is received in a damaged or used condition and cannot be resold.
Item missing from return packet: An expected item is not found inside the return package, or other unrelated items are found instead.
Wrong item is returned: The item received in return does not match the original product shipped (e.g., incorrect product, different SKU).
Undelivered returns: The return was initiated and refund processed, but the item was never physically received at the warehouse.
Disputed return delivery status: The platform has marked the return as "delivered," but the item was not actually received at the Eshopbox facility.
Claim Managed By (Eshopbox/You): Indicates whether Eshopbox or the seller manages the claim.
Claim Raised By: Indicates the deadline by which the claim should be raised, based on the configuration set for claim filing days.
Claim Status: Current stage of the claim (e.g., Raised, Accepted, Rejected).
Approved Amount: Final approved reimbursement amount.
Claim Rejection Reason: Reason provided by the marketplace for rejecting the claim.
Claim Rejection Reason Category:
Accessory is missing with the product
Batch detail is not available on physical item
Batch details unavailable in order
Batch details unavailable in return
Batch details unavailable on item
Batch is not matching
Box is damaged
Image is missing
Image is not matching
Information on box are different
Information on product tag is different
Item is missing
Other item received
Outer package is damaged
Outer package is missing
Product has a security tag
Product is damaged
Product is dirty
Product is partially received
Product tag is missing
Seal is broken
Serial number is not matching
Shelf life is expiring
Shelf-life is expired
Unknown item received
Order Details
Eshopbox ID: Unique order ID generated by Eshopbox.
Channel Order ID: Order ID assigned by the sales channel.
Customer Order ID: Order reference used by the customer.
Order Item ID: Unique ID assigned to the specific order item.
Sales Channel: Platform where the order was placed.
Portal: Portal used for managing the order.
Fulfilment Center: Eshopbox fulfillment centre where the order was processed.
Location Code: Code representing the warehouse location.
Customer Code: Internal code representing the customer.
Transaction ID: Reference ID for the payment transaction.
Sold By: Entity or seller name fulfilling the order.
Forward Shipping Provider: Courier used for forward shipment.
Forward Tracking ID: Tracking ID for forward shipment.
Order Created in Eshopbox: Date when the order was created in Eshopbox.
Invoice Total: Total value of the invoice generated.
Product Details
ESIN: Unique identifier for products in Eshopbox.
SKU: Stock Keeping Unit used to identify the product.
EAN: European Article Number for the product.
UPC: Universal Product Code for the product.
GTIN: Global Trade Item Number used for international product identification.
Product Group Code: Internal group code used for product classification.
Virtual Kit ESIN: ESIN used for managing virtual kits.
Return Details
Return ID: Unique identifier assigned to the return.
Return Reference ID: Reference number used by the sales channel for the return.
Return Type: Type of return (e.g., Customer Return, Courier Return).
Return Reason: Reason cited for initiating the return.
Return Rejection Reason: Reason provided for rejecting the return.
Return Shipping Provider: Courier used for return shipment.
Return Doorstep QC: Indicates if doorstep quality check was performed.
Return Tracking ID: Tracking ID assigned to the return shipment.
Return Created On: Date when the return was initiated.
Return Received On: Date when the return was received at the fulfillment center.
Return Completed On: Date when the return process was completed.
Evidences
Tag Loop Required: Indicates if tag loop verification is mandatory.
Tag Loop ID: Unique identifier for the tag loop verification.
Signed Copy of Return Manifest: Document confirming return receipt with courier signature.
Order Processing Video Link: Link to the video of the order being packed.
Return Processing Video Link: Link to the video of the return being unpacked.
Shipping Label Image: Image of the shipping label used for return.
Shipment Packaging Image: Photo of the package received.
Product Packaging Image: Photo showing how the product was packed.
Product Front View Image: Image displaying the front side of the product.
Product Back View Image: Image displaying the back side of the product.
Defect Highlighting Image: Image focusing on defects or issues.
Price Tag Image: Image showing the product's price tag.
Additional Proofs (e.g., Brand Label, Washcare Label): Supporting images for claim validation.
Timeline
Created At: Date and time when the claim/return was created.
Updated At: Date and time when the record was last modified.
Expected Claim Raise By (Date): Deadline for raising the claim.
Claim Raised At: Date and time when the claim was filed.
Claim SLA Status (On Time/Late): Indicates whether the claim was filed within SLA.
Exception Reason: Explanation if the claim exceeds SLA or faces any deviation.