Shop connection#

Resolve runs on top of your order data. Once your shop is connected to Karla, every claim a customer submits is automatically tied to a real order, real items, and the real fulfillment state — no copy-pasting, no lookups, no ambiguity.

What Resolve needs from your shop#

To do its job, Resolve reads from the order context Karla already maintains for tracking. Specifically:

• Orders and line items — to power the issue selection and let the customer pick which items are affected.
• Fulfillment status and shipments — to know whether the order is in transit, delivered, or stuck, and to gate flows accordingly (e.g. a "not received" flow that only appears once a shipment is marked delivered).
• Customer details — to pre-fill the resolve UI and verify identity via ZIP code or token.
• Refund and replacement endpoints — when automations are enabled, Karla can issue refunds or trigger replacements directly in your shop.

If your shop is already connected for tracking, Resolve has everything it needs. If not, see Shops to pick your platform and connect.

How customer lookup works#

Customers don't sign in. Resolve identifies the order in one of two ways:

• Order number + ZIP code — the default. Lightweight, works for any customer who has the order confirmation handy.
• Token-authenticated link — a secure, order-scoped link that Karla embeds in the notifications it sends (shipping emails, tracking page URLs, etc.). The token tells Resolve "this visitor is authenticated for this specific order," which unlocks more sensitive operations.

Token lookup is enabled by default on every shop. You can also retrieve a token-protected URL for any order through the public API and embed it in your own emails, support macros, or post-purchase flows.

Where claims go#

Once a customer submits a claim, Karla holds it as a structured record and makes it available to you in three places:

• The Claims view in the Merchant Portal — filter, inspect, and export.
• Any helpdesk or workflow tool you've wired up — via a native integration or claim webhooks. See Helpdesk integrations for setup options.
• The Karla API — pull claims programmatically alongside the originating order and shipment.

Talking to your systems#

If you want Karla to deliver claims to your service desk or internal tooling, see Helpdesk integrations for native connections and webhook setup. For the payload shape, see Data processing.

A couple of operational notes that come up:

• All traffic uses HTTPS with TLS 1.2 or higher. Your endpoint needs a valid, trusted certificate.
• Static IP egress is available as a premium add-on if your service desk sits behind a firewall and you need to allow-list a fixed source. Talk to your account manager if you need this.