> 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

This article will show you how Suppliers handle tickets from Retailers in Claimlane

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 <support@claimlane.com>. Our support team will assist you with the configuration.

## How to accept or decline claim tickets <a href="#h_79400f0574" id="h_79400f0574"></a>

### Step 1: Open email from Claimlane <a href="#h_4d9467433e" id="h_4d9467433e"></a>

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 <a href="#h_aa69fed28f" id="h_aa69fed28f"></a>

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 <a href="#h_cd166ca2c4" id="h_cd166ca2c4"></a>

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 <a href="#h_8ef00a0d2d" id="h_8ef00a0d2d"></a>

If you have accepted the claim with a credit, this is handled outside of Claimlane. Follow your normal procedure for this.