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 or Gorgias (and more helpdesks coming) directly in the Karla portal. 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.
• 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.