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Create Tickets on Behalf of Your Retailers

Written by Support team

What This Feature Does

  • Allows suppliers to submit tickets on behalf of their retailers.

  • Helps retailers who do not know how to create a claim or prefer support from the supplier.

  • Keeps everything inside Claimlane’s structured flow, ensuring correct and complete ticket information.

  • Provides a safe and controlled way for suppliers to manage the claim creation process.

Prerequisites

Before using this feature:

  1. The supplier must have a retailer account inside Claimlane.

  2. This retailer account must be linked to your main supplier account.

    This connection must be created by Claimlane.

Once these two requirements are complete, Claimlane Support will enable the feature for you.

How to Enable the Feature

Note: Claimlane must first set up the retailer account connection for you.
Once that is done, follow the steps below inside your retailer account.

1. Log in to the Retailer Account

Switch to—or log in using—the retailer account that is linked to your main supplier account.

2. Open DevOps Settings

  1. Go to the main inbox of your retailer account.

  2. Click Settings (bottom-left corner).
    ​
    ​

  3. Scroll down to DevOps Settings.

  4. Enable the toggle:
    ​"Can submit tickets on behalf of retailers in company"
    ​

Your setup is now complete.

Optional: Limit Ticket Creation to Specific Countries

If you want to restrict which retailers you can create tickets for, Claimlane can set this up for you.

You can choose one or more specific countries, and you will then only see retailers that belong to those locations when creating tickets on their behalf.

Note: This limitation must be configured by Claimlane. Just let us know which countries you want enabled.

How to Create a Ticket on Behalf of a Retailer

Once the feature is enabled:

  1. While inside the retailer account, go back to the Inbox.

  2. Click the New ticket button (top-left corner).

  3. A menu will appear with a search bar.

  4. Type the name of the retailer you want to submit the claim for.

  5. Select the retailer.

  6. Continue with your usual B2B ticket flow:

    • Fill in the required information

    • Attach files

    • Add descriptions

    • Complete all steps as you normally would

  7. Send the claim.

The ticket will now be created on behalf of the selected retailer and sent directly to your supplier account.

Summary

  • Claimlane enables a safe way for suppliers to create tickets for retailers.

  • Setup requires Claimlane to link the supplier’s retailer account.

  • Once enabled, the process is simple:
    ​Retailer account → New ticket → Choose retailer → Complete claim.

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