Integration and automation#

Once a customer hits submit, the claim doesn't just sit in a database waiting for someone to look at it. Karla runs a per-brand automation layer that takes the claim, reshapes it for whatever destination you use, and — when you want it to — acts on it.

You don't build any of this. We operate it for you.

Claims, anywhere you want them#

Every claim can reach your helpdesk in one of two ways:

• Native integrations — connect Zendesk, Gorgias, or Dixa directly in the Karla portal (or use the email fallback if you don't run one). Karla authenticates with your instance and creates fully formatted tickets. See Helpdesk integrations.
• Webhooks — point Karla at any HTTPS endpoint and receive the structured claim payload described in Data processing. You map it to your helpdesk, or use a connector. See Webhooks.

Either way, your agents see a properly populated ticket — photos, affected items, order context, resolution preference — not a JSON dump.

Automated refunds and replacements#

For straightforward cases, you don't need an agent in the loop at all. Karla can issue refunds and trigger replacement orders directly in your shop, automatically, the moment a qualifying claim comes in.

We run these under guardrails you set with us — for example:

• Value thresholds. Auto-refund up to a maximum order value or per-item value; anything above goes to your team.
• Stock checks. Only auto-replace when the item is in stock; fall back to refund or to manual review otherwise.
• Reason filters. Allow auto-refund for "missing product" claims but not for "dissatisfied" ones, for example.
• Fraud signals. Skip automation for repeat claimants, suspicious patterns, or any signal you want us to honor.

The goal is to get the easy 60–80% of claims off your team's plate without giving up control over the rest.

Custom transformations#

Claims rarely fit one shape. The same submission might need to become a ticket in your helpdesk, a row in your warehouse, a refund in your shop, and a PDF for a carrier dispute — all at once. The automation layer takes care of that fan-out.

Common things merchants ask us to do:

• DOR (Damage / Operations Report) documents generated from claim data for carrier disputes or internal audits. The carrier affidavit PDF for not-received claims is self-serve — turn it on per helpdesk in Helpdesk integrations.
• Custom payload shapes for non-standard helpdesks, internal ticketing systems, or BI pipelines.
• Conditional routing — send specific claim types to specific queues, brands, regions, or warehouses.
• Enrichment — combine the claim with order, shipment, or customer context before forwarding it on.

If you can describe what you want to happen when a claim comes in, we can almost certainly wire it up.

Where to next#

• Helpdesk integrations — connect Zendesk or route claims via webhooks.
• Data processing — the claim payload itself, and where claims live in Karla.
• Integrate in your shop — embedding the resolve widget on your domain.
• Portal → Resolve — the Claims view and analytics.