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How to allow customers to submit multiple claims for the same order/product (B2C)

If a customer needs to submit more than one case for the same order and product (for example, a follow-up issue appears later), Claimlane can be configured to allow multiple b2c-cases per product.

Written by Support team

When to use this

  • A customer has already submitted a claim for an order or product but needs to submit a separate new claim.

  • You want each issue tracked as its own ticket or claim, even if it uses the same order number.

How to enable it

  1. Open Portal settings for the relevant B2C flow.

  2. Locate the setting Allow claims to be submitted multiple times.
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  3. Turn it on.

  4. Save changes.

What happens after enabling it

  • Customers can submit another claim even if that order or product has already been claimed.

  • Each submission creates a separate claim or ticket.

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