Shoppers file on your branded claim page. The order is checked before they type a word, BuySure AI scores the claim the moment it lands, and your team opens one screen with the items, the evidence, the score, the timeline and the conversation.
Claims List
All claims for the currently selected store.
| Claim ref | Order | Status | Status reason | Automation status | Approval status |
|---|---|---|---|---|---|
| 13-clm-7d559da4b4b8 | #1042 | Resolved | Store credit gift card provided | Auto Approved | System |
| 13-clm-3a91c0e7f2d1 | #1039 | In Review | Awaiting delivery photo | Manual Review | — |
| 13-clm-9f2b4c6d8e01 | #1035 | Resolved | Replacement order created | Manual Review | Admin Direct Approve |
| 13-clm-c4d8e2f6a0b3 | #1031 | In Review | Above auto approve limit | Manual Review | — |
| 13-clm-1e5a9d3c7b42 | #1027 | Resolved | Refund issued in Shopify | Auto Approved | System |
What does BuySure claims management do? It gives a Shopify merchant one queue for every claim: stuck in transit, damaged, stolen, missing items, wrong item, quality issue and returned to sender. Each claim carries the order, the evidence, the AI risk score, a timeline and the customer conversation, and is resolved by refund, replacement or store credit in Shopify.
Tracking has stopped moving and the order has not arrived.
One or more items arrived damaged.
Marked delivered and taken before the customer received it.
The package arrived but one or more items were not in it.
The order was fulfilled with an item the customer did not buy.
The item arrived but did not meet the expected standard.
The carrier sent the order back instead of completing delivery.
An attachment is required before a claim can be submitted, so nothing lands in your queue without proof.
Each claim opens with the order, the affected items, the reason, the evidence the shopper uploaded, and a timeline of everything that has happened since.
Claim Statuses
Claim Information
| Type | Items were stolen |
| Resolution Preference | Replacement |
| Order | #1039 |
| Premium Paid | $2.59 |
Claim Evidence
Claim Timeline
Claim detail: statuses, information, evidence and timeline.
Filter by status, type, store or risk. Open one and the evidence, the order and the timeline are already there. Decide, and Shopify does the rest.
The claim page checks the order, the email and the claim window before the form opens.
Items, reason, preferred outcome and evidence. The shopper gets a reference to track it.
AI approves it under your limit, or sends it to BuySure review or your team with the risk score attached.
Refund, replacement or store credit, carried out in Shopify and recorded on the claim.
A refund against the original payment, with the claimed value already worked out for you.
A replacement order raised once stock is confirmed. Nobody re-keys an address.
Keep the customer in your store and add a percentage on top to make credit the better choice.
Protection funds the claims, AI scores them, tracking supplies the evidence, returns and rewards keep the customer. What each part does, in a paragraph.
BuySure AI is the claims engine inside the BuySure Shopify app. For every claim it reads the photos, checks the delivery evidence, compares the order and tracking, reviews the customer's claim and order history, assigns a risk score from 0 to 100, and either resolves the claim under the merchant's auto-approve limit or routes it to a human with a recommendation and the reasons.
Read about BuySure AIThe merchant sets an auto-approve limit. BuySure AI scores each claim; low-risk claims at or under the limit are approved and resolved in Shopify automatically. Claims above the limit or flagged go to BuySure review or to the merchant's team. Rejections always require a person.
Read about Automated resolutionsBuySure Checkout is a package protection offer shown in the Shopify cart under the merchant's own name, priced as a percentage of the order that the merchant sets. Shoppers add it with one click or continue without it. Orders with protection can be claimed on the merchant's claim page if they arrive damaged, go missing or are stolen.
Read about BuySure CheckoutA tracking page on the merchant's own store, in the merchant's branding, that shows live carrier events for the order, the proof-of-delivery photo when the parcel is delivered, and a one-tap way to file a claim or start a return. Supported carriers include UPS, FedEx, USPS, DHL, Amazon, OnTrac, Canada Post, Purolator, Royal Mail, DPD, GLS and more.
Read about Order trackingThe shopper starts a return from the order tracking page or the claim page. BuySure checks the merchant's return rules (window, eligible items, restocking fee, allowed outcomes), approves eligible returns automatically, emails a prepaid carrier label, tracks the return shipment, and releases the refund, exchange or store credit in Shopify when the parcel arrives.
Read about ReturnsA branded claim page on the merchant's domain that validates the order first, then takes the affected items, the reason, the preferred outcome and a photo. Shoppers get a claim reference, can track the claim from their order and message the store on the claim. Emails carry the merchant's logo and colors.
Read about Customer experienceMerchants can offer cashback on protected orders, funded by a merchant share plus a plan share and shown as one amount at checkout, and a bonus percentage on store credit chosen as a claim resolution. Both are issued as Shopify discount codes and spent back in the merchant's store.
Read about Retention and rewardsAn operations dashboard, the claims list with status, reason, automation and approval columns, multi-store support under one account, team roles and store assignment, billing with invoices and usage, and reports on claim volume, resolution mix and cashback.
Read about Merchant operationsProtection at checkout, claims in one place, resolutions carried out in Shopify. Set up in an afternoon.
