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Resolve

Karla's Resolve functionality transforms the often-stressful claims process into a smooth, self-service experience for customers. It empowers them to easily submit claims using just their order number and zip code, creating structured data that streamlines support operations.

Key benefits​

  • Self-Service Experience: Customers resolve issues independently in 2-3 clicks
  • Structured Data Output: Rich, detailed information for support teams
  • Automated Workflows: Trigger refunds, replacements, or escalations
  • Brand Consistency: Fully customizable interface matching your brand
  • Reduced Support Load: Fewer tickets and faster resolution times

Claim types and flow types​

Supported Claim Types​

Resolve supports three main issue categories that customers can select:

1. Defective Items (defective)​

  • Use Case: Items arrived damaged or broken
  • Customer Actions: Photo upload, item selection, damage description
  • Typical Resolution: Replacement or refund
  • Auto-Actions: Quality control alerts, supplier notifications

2. Missing Package (notReceived)​

  • Use Case: Package marked as delivered but not received
  • Customer Actions: Confirm delivery address, check with neighbors
  • Typical Resolution: Investigation, replacement, or refund
  • Auto-Actions: Carrier investigation, insurance claims

3. Returns (return)​

  • Use Case: Customer wants to return items (wrong size, changed mind)
  • Customer Actions: Select items, provide return reason
  • Typical Resolution: Return authorization, refund processing
  • Auto-Actions: Return label generation, restocking

Flow customization​

Each flow type can be customized in the Merchant Portal:

Embedding with Predefined Flow
// Skip issue selection, go directly to defective items flow
https://app.gokarla.io/resolve/your-shop-slug?orderNumber=12345&zipCode=10119&flowType=defective

// Available flowType values: 'defective', 'notReceived', 'return'

See Embedding options for more information about how to integrate Resolve in your shop.

Customer journey​

1. Issue discovery​

Customer encounters a delivery problem:

  • Package damaged upon arrival
  • Package marked delivered but not received
  • Want to return items

2. Resolve access​

Multiple entry points available:

  • Tracking Page: Direct link when issues detected, with dynamic conditions to only show resolve when it matters
  • Email Campaigns: Resolve links can be embedded in any email you send
  • Customer Service: Support team can provide direct links
  • Website Integration: Embedded resolve flow in your webpage

3. Guided resolution​

Streamlined 2-3 step process:

  1. Issue Selection: Choose problem type (if not pre-selected)
  2. Details & Evidence: Upload photos, select affected items
  3. Preferences: Choose desired resolution (refund, replacement, etc.)

4. Submission & Processing​

  • Claim created with structured data
  • Real-time webhook delivery to service desk
  • Automated actions triggered based on claim type
  • Customer receives confirmation and tracking

Automation​

Contact us to analyze your process and provide a guided solution to your unique challenges.

Automated Actions​

Configure automated responses based on claim characteristics:

  • Value-Based: Auto-approve refunds under €50
  • Item-Based: Automatic replacements for specific products
  • Reason-Based: Instant store credit for size exchanges
  • Customer-Based: VIP customer priority processing
  • Pattern-Based: Flag potential fraud for manual review

Custom Document Generation​

Generate custom documentation for claims:

  • Damage Reports: For insurance and quality control
  • Return Authorizations: With return instructions and labels
  • Refund Confirmations: With processing timelines
  • Investigation Reports: For missing package claims

Best Practices​

Customer Experience​

  1. Clear Communication: Set expectations about processing times
  2. Evidence Requirements: Guide customers on photo quality
  3. Multiple Options: Offer various resolution preferences
  4. Mobile Optimization: Ensure smooth mobile experience
  5. Progress Updates: Keep customers informed throughout process

Operational Efficiency​

  1. Automated Triage: Route claims based on value and type
  2. Fraud Detection: Monitor patterns for abuse prevention
  3. Quality Control: Use claim data for supplier feedback
  4. Performance Metrics: Track resolution times and satisfaction
  5. Staff Training: Ensure team understands claim workflows

Data Management​

  1. Evidence Storage: Secure, accessible photo storage
  2. Audit Trails: Complete history of claim interactions
  3. Data Retention: Comply with privacy regulations
  4. Integration Consistency: Maintain data sync across systems
  5. Backup Procedures: Protect against data loss