Claimlane

What the Claimlane integration does

Claimlane handles your claims, returns and warranty cases. Connect it to Zuzana and three things happen:

• Cases arrive as tickets. When your Claimlane service team sends a case on, it lands in your helpdesk as an email ticket: what the customer reported, product by product, the photos and videos from the claim, and Claimlane's internal notes as internal notes. Your reply goes out by email, like any other ticket.

• Claims sit next to the ticket. A Claims panel shows every claim and return the customer has in Claimlane: RMA number, status, product, date, type, order and return tracking.

• The AI can use Claimlane. It can look up a customer's claims, and register a return with a return label.

Before you start

• An Email integration in Zuzana. Claimlane cases become email tickets and your replies go out through it, so cases are not filed without one.

• From Claimlane: your company API key and the ID of the data source your self-service portals use.

• To create returns: the ID of the return flow (the B2C flow) returns should go through. It is in the flow's settings URL in Claimlane.

Step 1: Connect Claimlane

1. Go to Settings › Integrations, open the Returns tab and click Connect on Claimlane.

2. Paste the API Key and the Data Source ID.

3. Add the Return Flow ID if the AI should create returns. You can leave it empty and add it later.

4. Pick the Markets this connection serves and save.

Step 2: Send cases to Zuzana

Claimlane sends a case to Zuzana from a custom action of type webhook. Your service team runs it on a case when it is ready for customer service, typically after triage, with a note on what to do ("Send a new one and a return label").

1. Open the Claimlane integration again (Configure). It now shows a Webhook URL and a Webhook key.

2. In Claimlane, create a custom action of type webhook. Use the Webhook URL as its address, and add an api-key header with the Webhook key as its value. Requests without the key are rejected.

What happens when the action runs:

• A ticket named after the case, for example Claimlane claim, order #10388, with the customer as the requester.

• Photos and videos are copied into the ticket as attachments. Claimlane's own links expire after about a week, so they are fetched when the case arrives.

• Each Claimlane internal note becomes an internal note. The customer never sees them.

• Running the action on the same case again adds only the new notes to the same ticket. It never opens a second one.

• If the connection serves one market, the ticket lands in that market.

Step 3: Give the AI the Claimlane actions

On the Claimlane integration page, under Actions, click Add Action and add the ones you want:

• [Claimlane] Get Claims looks up all claims and returns a customer has in Claimlane by their email: RMA number, type, status, order number, products, what the customer wrote and return tracking numbers. It also turns on the Claims panel in the helpdesk.

• [Claimlane] Create Return registers a return through your return flow. Claimlane creates a return label with it when the flow's return policy for the customer's country allows one, and sends its receipt email if that is turned on in the flow. It needs the Return Flow ID from step 1.

Note: Claimlane does not check whether a return is allowed. Your rules do. Put your return window and conditions in a policy or a workflow that looks up the order first, so the AI only creates a return the customer is entitled to. In a workflow you can require approval on Create Return until you trust it.

The AI sends Claimlane the order and the shipping address from your shop, the way Claimlane's own portal does, because the carrier needs the address to print a label. If Claimlane registers the return without a label, the AI is told so and does not promise the customer one.

More than one return flow

If you run a separate return flow per market, for example one for Denmark and one for everywhere else, connect Claimlane once per flow and give each connection its own markets. A market can belong to one Claimlane connection only, and the AI uses the connection that matches the conversation's market.

Good to know

• The Claims panel only appears when Get Claims is added and the customer has claims under the email on the ticket.

• Get Claims and the panel match on the customer's email address. A customer who claimed with a different email will not show their claims.

• Only files from Claimlane's own file storage are copied into tickets.