Claimlane

If two self-service portals need to show different products, for example a retail portal and a reseller portal, you do not need a separate data source for each. One data…

Show different products on different portals (using the same data source)

Custom actions can automatically initiate and trigger workflows and integrations the moment a B2C ticket on the self-service portal is submitted by an end consumer.

Triggers by Custom Actions

Deactivate users and B2B brands, or disable and delete a self-service portal.

How to deactivate users, B2B brands, and self-service portals

Create shared member profiles for groups such as seasonal or temporary workers.

Member Profiles

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…

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

You can manage which claim/issue tiles (flow-types) customers see when they start a claim in the self-service portal.

How to remove (hide) a flow-type in the self-service portal

Custom Rules help you tailor your Self‑Service Portal so customers see only the questions and steps that are relevant to the product they’re contacting you about.

Custom Rules

Tailor self-service flows based on where a product was purchased.

Channel-Specific Flows

With Claimlane Advanced you can customize e-mails using html.

How to Customize Emails

Learn how Claimlane flow types collect the right information and route different customer issues.

Flow Types

Do you offer your customers an extended return window during fx: the Christmas season? Learn how to create extended return windows here.

How to create seasonal extended return windows

In this article you will learn where to configure the your automatic email replays to the customer when they go through your B2C flow and how to create templates for…

How to Edit Ticket Notification Emails (B2C)

Flow tags are fields shown in the customer-facing submission flow (B2C) or partner portal (B2B). They help you collect structured information directly from the submitter.

Flow Tags

This article explains how to map tickets generated from your self-service portal flows to specific statuses in Claimlane.

Map tickets from a self service flow to a specific status

Learn how to update your organization details in Claimlane, including your business information for returns and general settings.

Change address details as a retailer / store

This article will guide you step by step on how to invite your suppliers to your account. Doing so helps streamline communication and ensures a faster, more efficient collaboration.

How to invite/add suppliers in Claimlane

how do i ask for a picture of the receipt when a store is creating a tickets towards my brand

Require a picture of the receipt from the store (B2B)

This article describes how to add a retailer that you own to your company. Adding it this way will allow you to log into the retailer after it has been…

Add a retailer that you own to your own company

Learn how to change the contact email address where claim and return notifications are sent.

How to Change the Email Address for Claim and Return Notifications

Claimlane allows retailers and businesses to manage claims, returns, and communications across multiple suppliers within a single platform.

Can I use Claimlane with multiple suppliers?

Learn how to update the response time displayed in your self-service portal to keep customers informed about how quickly you handle their requests.

Edit response time

How to change Organizational Details

Groups represent different segments of your organization (e.g. Region, Department, Warehouse). You can create groups, assign member role groups, define permissions, and manage group-specific ticket inboxes.

Groups

Product information can be auto-populated in the B2B portal using product data integration or product upload. For example, entering a product name can automatically fill in related fields such as…

Auto-Populated Product Data

Product Search enables end-users and retailers to quickly find items in the self-service portal using SKU, EAN, or product name. Search behavior and visibility can be configured via data source…

Product Search

This article describes how to get access to an account that another person from your organisation owns.

Add an email to an account that another person from my organisation owns

Suppliers: How to change B2B settings

Use this guide to send invitation emails to your retailers so they can create their profiles in Claimlane.

Invite retailers to Claimlane

Learn how to create retailer accounts for users who already have supplier access in Claimlane.

How to Create Retailer Accounts for a Supplier User

Learn how to create and customize your personal chat signatures for B2B and B2C conversations in Claimlane. You can add text and links to make your responses more professional and…

How to create a personalized signature for the B2B & B2C chat

Learn how to enable and manage multiple languages in your Claimlane B2B portal, iand customizing them to fit your brand.

Translate your B2B & B2C flows automatically

In this article we will cover how you can edit the single select fields in your Self Service Portal. Typically used for claim & return reason dropdown menus.

How to edit B2C Single Select fields in data source

Learn how to activate the Confirm Address feature in your self-service portal, allowing you to request customers to enter their address when submitting through any active flow.

Make customers confirm address

Learn how to create tags to collect all the necessary customer information in your self-service flow portals.

How to Create Tags (B2C)

Learn how to change headers and descriptions in your self-service portal to match your tone.

White-Label Branding

This is a guide on how to update the visual elements in the b2c self-service portal.

Customizing the Appearance of Your Self-Service Portal

Learn how to find and edit your return addresses in Claimlane, including updating them in your organization details and Self Service Portals.

Find your return address

Product upload for B2C, Update product search

How to update products (B2C)

A supplier can have multiple brands with different configurations and receivers, follow this guide to add more brands!

Add brands to supplier account

Finding your data source

How to Properly Set Up a Data Source for Shopify Variants

Learn how to configure email notification settings and manage notification recipients.

How to Change Email Notification Settings

Branding is managed through global Appearance settings at the company level, and then applied to one or more portals/flows. This makes it easy to keep a consistent look across multiple…

Manage the branding of a customer self-service portal

Routing Rules

This article explains how to set up automatic replies that are sent immediately when a customer contacts you.

Set Up Auto Replies in Claimlane

We have two ways of setting up warranty eligibility, by country or by product, depending on how your warranty periods are structured. This article will show you how to set…

How to set up eligibility window for warranty claims

Update your name, phone number, and personal language preference in your Claimlane profile.

Change Your User Profile Settings in Claimlane

This article explains how to automatically pre-fill the email and order number fields by adding parameters directly into the URL. By doing this, you can send customers to Claimlane with…

Preload order information

This guide explains how to embed Claimlane's app inside an iFrame. The setup allows partners to display Claimlane's self-service portal seamlessly within their own website

Embedding Claimlane in an iFrame

Learn how to manage email notifications in Claimlane and choose who on your team should receive updates about important ticket and claim events.

Email Notification Settings: How to Configure Who Gets Notified in Claimlane

Learn how to change the default platform language for all users or adjust your personal language settings for your individual account in Claimlane.

Change Default or User Language

Learn how to customize the information you ask your partners to provide in B2B tickets. Choose which questions are required, optional, or disabled giving you full control over your claim…

Change the Information You Request in B2B Tickets

Learn how to edit the wording in your self-service portal, including headers, subtitles, and messages for each screen and flow, to match your preferred tone and style.

Edit the wording in your self-service portal (B2C)

Learn how to create and configure a new shipping agreement in Claimlane, including setting carrier details, return pricing, and authentication credentials for smooth automated returns.

How to create Shipping Agreements in Claimlane

Go to your Company account

Learn how to enable email-based two-factor authentication (2FA) for all members in your Claimlane organization.

🔐 Enable Two-Factor Authentication (2FA) in Claimlane

Learn how to update the contact email for your brand so claim and return notifications are sent to the right inbox.

Change the email address where you receive claim/return notifications (B2B)

Create groups, assign members and permissions, and use group inboxes in Claimlane.

Create Groups, manage group, and add members

Learn how to update or replace a customer number for one of your retailers in Claimlane.

Change Customer Number

This article shows you how to invite members to your company so they can access the company view and analytics.

Invite company members

Learn how to update the supplier identifier in your Claimlane account. This identifier helps you manage and connect supplier data correctly across your integrations.

Change supplier identifier

In this guide we will cover how you can change your password or create a new one.

Change password

This article will show you how to create tags in your B2B flow

Add flow tags and internal tags in B2B

Setup an extended return window for your Self-Service Portals

Learn how to invite your colleagues or teammates to join your Claimlane account so they can help manage claims and collaborate with you.

Add team members to your Claimlane account

Support team

Configure your account, workflows, users, and portal settings.

Setup and administration

Member Role Groups

Internal tags are fields your team adds on tickets to capture internal information that isn’t provided by the customer - so you can run better operations and reporting.

Internal Tags

Guides for managing your Claimlane account

Account management

Learn how Claimlane’s Warehouse Module helps teams register incoming returns, scan labels, document item condition, manage warehouse stages, and trigger refunds, replacements, repairs, or escalations.

Warehouse Module & Stages

Label Scanning & Manual Ticket Search

Outcome-Based Actions

Executes integration actions directly when a parcel is scanned without requiring warehouse inspection decisions.

Scan-Triggered-Actions

Return-to-Sender Processing

Used to handle warehouse updates in bulk via Excel upload when external warehouse partners or 3PLs do not work directly in Claimlane.

Automated Ticket Handling With Excel Upload

Manage warehouse returns, track case stages, document item handling, and trigger outcomes like refunds, replacements, repairs, or escalations.

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