> For the complete documentation index, see [llms.txt](https://claimlane-docs.gitbook.io/claimlane-docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://claimlane-docs.gitbook.io/claimlane-docs/troubleshooting-and-faqs/how-to-handle-claims-from-retailers.md). # How to Handle Claims From Retailers As a supplier, you will receive an email notification when a retailer submits a new claim to you via Claimlane. Each claim is submitted through a supplier-specific form configured to capture the data you require. This typically includes product details, images documenting the fault, and a description of the issue. If you would like to modify the fields in your claim form, please contact . Our support team will assist you with the configuration. ## How to accept or decline claim tickets ### Step 1: Open email from Claimlane You will always receive an e-mail, when a new claim has been submitted. Click the link Solve now. ![](https://downloads.intercomcdn.com/i/o/tbixbicd/1658466324/44a2afa1e26f6f31f6323f24f579/intro+mail.png?expires=1759142700\&signature=86c2c1494bbc5906f7cd3bd09940183807b2b74dc225b294c2be50af04373cfb\&req=dSYiHs14m4JdXfMW1HO4zcQBNWLDFzCEurDzhKXuFeHszsJx%2FMBjCbx3rVUz%0AT4eF%0A) ### Step 2: Review claim information Review all the information provided by the customer. If you need more information, or if you have questions, you can use the chat to communicate. You will always get an email, when there are new updates. ![](https://downloads.intercomcdn.com/i/o/tbixbicd/1658472294/2bc335f574b1d3e49fcc25b55de3/SCR-20250807-iw8.png?expires=1759142700\&signature=7a3ed53af9da16e0bd708f94b44f5074ada166f8b6436820cc4f4c79f59bf18d\&req=dSYiHs15n4NWXfMW1HO4zUqa3K2QkhHqUO8aH3S9e0pTH%2FQs%2F0AXdaKHP9Nb%0AaYTG%0A) ### Step 3: Accept or Decline Navigate to the outcome-bar. Select your outcome, and provide a short description, and press Send. The retailer will now be notified of your outcome. ![](https://downloads.intercomcdn.com/i/o/tbixbicd/1658476305/10703b0fb0c0a88c75de952c01a1/SCR-20250807-iwk.png?expires=1759142700\&signature=775929779c4d01c662b0c38b337443f513791ef7b92718b37805335a81ea3c9a\&req=dSYiHs15m4JfXPMW1HO4zR%2BnLydLchYCrFOHDDxd%2BrRo5GaXTcUZpLK%2BHMHX%0A7mqu%0A) Note: If you want to add other standard accept/decline replies, go to Add standard response ### Step 4: Handle credits as usual If you have accepted the claim with a credit, this is handled outside of Claimlane. Follow your normal procedure for this. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter: ``` GET https://claimlane-docs.gitbook.io/claimlane-docs/troubleshooting-and-faqs/how-to-handle-claims-from-retailers.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.