Flows and customization#
Resolve is a kit of building blocks. The flows below come ready to use, the steps inside them are rearrangeable, and the guardrails around them are all optional. This page is a tour of what you can switch on, what you can shape, and where each piece earns its keep.
The general rule: if you see a behavior described here, you can turn it off. If you see a number, you can change it. If you see a step, you can move it or skip it.
The seven flows#
Resolve ships with seven flows, each designed around one type of issue. You choose which ones to expose; everything else stays hidden.
| Flow | When customers reach for it |
|---|---|
| Defective | Item arrived damaged or broken |
| Not received | Tracking says delivered, customer didn't get it |
| Missing product | Package arrived, something's missing from the box |
| Wrong product | Package arrived with the wrong contents |
| Return | Wrong size, changed mind, doesn't fit |
| Dissatisfied | Item is fine but didn't meet expectations |
| Support | Catch-all for anything outside the other flows |
Each flow is a guided sequence of steps: pick the issue, identify the affected items, give us the evidence we need, choose how you'd like it resolved. The customer never sees the ones you've turned off.
The steps inside a flow#
A flow is built out of steps, and most steps are optional. The big ones:
- Issue selection — the entry point. Lists the flows you've enabled. Configurable per flow.
- Product selection — pick which line items are affected and how many units. Smart defaults based on what's in the order.
- Image upload — proof of the issue. You can require a minimum number of pictures per item, mandate a separate "whole package" shot, or leave it optional.
- User description — the customer's note. You decide whether it's required, set minimum and maximum character counts, and whether the resolution preference (refund vs. replacement) shows up here.
- Resolution preference — refund or replacement. Available per flow type — for example, you might offer it for defective claims but not for a support ticket.
- Signature — for flows that need acknowledgement (return drop-offs, carrier investigations).
- Submission — the closing screen. Can carry a custom message or link out to your own confirmation page.
- Information — drop a static information panel anywhere in the flow (FAQ link, policy reminder, pre-flow disclaimer).
- Custom prompt — ask a custom multiple-choice question at any point ("How did you discover the damage?") and capture the answer in the claim.
- External redirect — punt the customer out to your own page or another tool when a flow type needs special handling.
You don't have to use all of them. A minimal flow can be three steps; a detailed one can be eight. We'll help you find the right shape for your operation.
Conditional behavior#
Most of what's in Resolve can be made conditional. Show a flow only when it makes sense; hide it the rest of the time.
- By shipment phase. Only show "not received" once tracking marks the shipment as delivered. Only show "return" once the customer has actually received the order.
- By time elapsed. Only show a flow after a number of hours has passed since a phase change — for example, only let customers report non-delivery 24 hours after the carrier marked it delivered.
- By selected items. Require at least N items selected before a flow becomes available.
- By selected quantities. Same idea, but counting total units rather than distinct line items.
- By delivery status. Split a single flow into "delivered" and "not yet delivered" branches that ask different questions and end in different resolutions.
These toggles compose: you can require both "delivered for at least 12 hours" and "at least 1 item selected" before the defective flow becomes clickable.
Guardrails for your operations team#
Resolve gives the customer a clean self-service experience, but you still want sensible limits on the back end. A few of the levers:
- Block duplicate submissions. Stop customers from filing more than one claim per order. Off by default — flip it on if you'd rather not have duplicate tickets to triage. If you'd rather let the customer submit again, leave it off.
- Mandatory descriptions with min/max characters. Keep claims actionable. Set a minimum to weed out one-word submissions, a maximum to keep things readable.
- Minimum images per item. Require enough proof for your ops team to make a decision without going back to the customer.
- Warranty windows. Cap product selection in the defective flow to items still within warranty.
- Resolution preference per flow. Show "refund or replacement" for defective claims; hide it for support tickets where you'd rather decide case by case.
Branding and language#
Resolve renders inside your brand, not next to it.
- Colors, background, and logo. Configure the palette, background type (solid color or image), and the logo shown on the side panel. The customer never leaves the brand.
- Themed for desktop and mobile. A split-screen layout on larger screens, a stacked layout on phones — handled automatically.
- Multi-language. All flow copy is translatable; missing translations fall back gracefully. You can edit translations directly in the portal.
- Exit redirect. Send the customer back to your shop, your tracking page, or anywhere else once the flow ends.
Editing all of this#
Most of what's described here is editable directly in the Merchant Portal — the Resolve preview page lets you adjust style, toggle features, and edit translations side by side with a live preview of the customer experience. Anything that needs deeper configuration (a new flow shape, custom routing, conditional logic across multiple variables) is something we'll set up with you. Talk to your account manager when you have something specific in mind.
Where to next#
- Integrate in your shop — embed the resolve widget on your own domain.
- Data processing — what lands where after the customer submits.
- Portal → Resolve — claims analytics and the Claims table.