Resolve#
The Resolve section is especially useful for understanding why customers report delivery issues and how those issues evolve over time.
Resolve is an optional feature included in certain Karla packages. Contact your account manager if you're interested in enabling it.
Previewing the Resolve Flow#
The Preview option allows you to see exactly how the Resolve flow looks from a customer's perspective.
What the Preview Is For#
- Understanding the customer experience
- Reviewing the steps customers go through when reporting an issue
- Validating copy, structure, and flow
The preview embeds your live Resolve flow against a seeded demo order — it is not a sandbox and there is no dry-run mode. Clicking through the steps to inspect them is fine, but completing a submission creates a real claim, with every side effect a real claim has: helpdesk tickets, claim webhooks, notification events, and claim automation rules.
If you want to test end to end, do it deliberately and clean up the resulting claim afterwards.
This is helpful if you're unsure how the Resolve flow currently looks or want to walk internal teams through it.
Claims Analytics#
The Claims Analytics section gives you detailed insights into all claims submitted by customers via Resolve.
Quick Insights Overview#
At the top, you'll see a high-level summary, such as:
- Total number of claims in a selected time period
- Number of affected orders
This helps you distinguish between:
- Many claims for few orders (indicating serious issues)
- Evenly distributed, isolated cases
Claim Breakdown & Patterns#
Claims are analyzed across multiple dimensions to help you understand root causes:
| Dimension | Description |
|---|---|
| Top issue types | E.g., damaged items, not received, delivery problems |
| Preferred resolutions | What customers most often ask for (e.g., refund, replacement) |
| Shipment phase | When claims are submitted (e.g., in transit vs delivered) |
For example, a high number of claims at the delivered stage often indicates issues discovered upon arrival.
Geographic & Carrier Insights#
You can also see:
- Where claims are coming from geographically
- How claims are distributed across shipment phases
This helps identify:
- Regional patterns
- Carrier-related issues
- Market-specific challenges
Product-Level Insights#
Resolve also shows which products are most frequently affected by claims. This can highlight:
- Fragile products
- Packaging issues
- Recurring quality problems
These insights can be useful beyond operations — for example, for product or fulfillment improvements.
Claims Table#
At the bottom of the section, you'll find a detailed claims table with all individual claims submitted via Resolve.
What You Can Do Here#
- Review individual claim details
- Filter and analyze specific cases
- Export the data as a CSV file for:
- Deeper analysis
- Sharing with operations, logistics, or product teams
How to Use Resolve Effectively#
- Use the Preview to understand and explain the customer experience — without submitting
- Monitor Claims Analytics regularly to spot trends early
- Look for repeated issues across products, carriers, or regions
- Use exports to align internal teams on recurring problems
Resolve is most powerful when used proactively, not just reactively.
Claim Automation#
Admins can configure automated claim resolution under Settings → Claim Automation — separate from the Claims analytics view above.
- Build ordered rule sets with logic checks on claim reason, resolution preference, claimed value, and shipment status.
- Choose Automate (refund or reorder in your shop) or Manual (route to your team) per rule.
- Control whether automated outcomes still create helpdesk tickets.
Karla applies platform safety gates (stock, address, duplicate order, shop errors) even when a rule matches. See Claim automation for the full guide.