Claim events#

Claim events are emitted when customers interact with Resolve flows — submitting an issue, adding evidence, or otherwise updating a claim. They use the hierarchy and envelope documented in the Events overview.

Ref pattern: claims/{event_name}

Catalog#

event_data shape#

Variables inside event_data are what Karla exposes to native integration templates (Klaviyo, Brevo, HubSpot, etc.) unless documented otherwise.

{
  ...
  "event_data": {
    "claim_id": "7022541c-62cd-4de3-9fb2-bfdc74bf7834",
    "event_name": "created",
    "created_at": "2021-09-01T00:00:00Z",
    "updated_at": "2021-09-01T00:00:00Z",
    "event_group": "claim_created",
    "resolution_preference": "refund",
    "reason": "damage",
    "description": "Package was damaged during shipping",
    "selected_items": [],
    "image_urls": [],
    "optional_image_urls": []
  }
  ...
}

Full payload example#

A real claim event as you'd receive it via webhook, including the context block with the full order, customer, and shipment data:

{
  "source": "claims",
  "ref": "claims/created",
  "version": 1,
  "triggered_at": "2023-09-23T12:00:00+00:00",
  "event_group": "claim_created",
  "event_data": {
    "claim_id": "38fdc365-7de9-4313-afbd-0ed23717c5e0",
    "event_name": "created",
    "created_at": "2023-09-23T12:00:00+00:00",
    "updated_at": "2023-09-23T12:00:00+00:00",
    "event_group": "claim_created",
    "resolution_preference": "refund",
    "reason": "partial_damage",
    "status": "pending",
    "description": "Package was damaged on the right side",
    "customer_signature_image_url": "https://cdn.gokarla.io/12d6cceb-efa5-4bbc-a557-a6d31ed9f68b/df4f85de-1580-4c33-9178-cee6729e010a.png",
    "selected_items": [
      {
        "sku": "ABCD3",
        "title": "Product Title",
        "quantity": 1,
        "image_urls": []
      }
    ],
    "image_urls": [
      "https://cdn.gokarla.io/cdn-cgi/imagedelivery/dXeULRC3hlKS2IJjZmVx9Q/74c5c049-79b5-44b9-7972-672af41e8e00/claim"
    ],
    "optional_image_urls": []
  },
  "context": {
    "order": {
      "order_number": "0000001",
      "order_name": null,
      "order_placed_at": "2023-03-17T09:51:41+00:00",
      "total_order_price": 123.456,
      "shipping_price": 4.99,
      "sub_total_price": 118.457,
      "discount_price": 30,
      "products": [
        {
          "title": "Delivery socks",
          "variant_title": null,
          "quantity": 2,
          "price": 1,
          "size": "S",
          "images": [
            {
              "src": "https://storage.googleapis.com/karla-merchants-metadata/gokarla/Karla_SINGLE_PRODUCT.png",
              "alt": "Delivery socks"
            }
          ],
          "sku": null,
          "weight": null,
          "tax_lines": [],
          "bundled_products": [],
          "shipment_id": null,
          "type": "product"
        }
      ],
      "discounts": [],
      "email_id": "[email protected]",
      "address": {
        "address_line_1": "Gormanstr.",
        "address_line_2": "19a",
        "city": "Berlin",
        "country": "Germany",
        "country_code": "DE",
        "name": null,
        "phone": null,
        "province": null,
        "province_code": null,
        "street": null,
        "zip_code": "10119",
        "company": null
      },
      "currency": "EUR",
      "segments": null,
      "weight": null,
      "external_customer_id": "123456789",
      "order_status_url": "https://shop.gokarla.io/1234067358984/orders/aabbcc/authenticate?key=secret"
    },
    "customer": {
      "external_id": "123456789",
      "email": "[email protected]",
      "first_name": null,
      "last_name": null,
      "full_name": null,
      "phone": null
    },
    "shipments": [
      {
        "uuid": "6be0ea64-fe5e-478e-aee5-f9f7bbc53804",
        "updated_at": "2024-01-29T14:48:47+00:00",
        "events": [
          {
            "event_key": "H10",
            "time": "2023-10-09T15:31:43+00:00",
            "timezone": "UTC",
            "location": null,
            "additional_info": null,
            "phase": "delivered",
            "event_name": "SUCCESSFULLY_DELIVERED",
            "event_strings": {
              "event_status": "Your parcel has been delivered.",
              "list_label": "Delivered",
              "header_headline": "DELIVERED",
              "header_title": "Home sweet home",
              "header_subtitle": "Enjoy your purchase!"
            },
            "language": "en"
          }
        ],
        "estimated_arrival": {
          "start": "2023-09-23T12:00:00+00:00",
          "end": "2023-09-25T12:00:00+00:00",
          "time_prediction": "25.09",
          "language": "en"
        },
        "carrier": {
          "tracking_number": "0123456789",
          "carrier_reference": "dhl",
          "tracking_url": "https://example.com/tracking"
        },
        "flag": "normal",
        "pickup": null,
        "products": [
          {
            "title": "Delivery socks",
            "variant_title": null,
            "quantity": 2,
            "price": 1,
            "size": "S",
            "images": [
              {
                "src": "https://storage.googleapis.com/karla-merchants-metadata/gokarla/Karla_SINGLE_PRODUCT.png",
                "alt": "Delivery socks"
              }
            ],
            "sku": null,
            "weight": null,
            "tax_lines": [],
            "bundled_products": []
          }
        ]
      }
    ],
    "claims": []
  },
  "shop_slug": "gokarla",
  "shop_id": "7af5390b-1425-4af6-a00d-e5f5184a7b51"
}

Related#

• Events overview — hierarchy, envelope, and filtering syntax.
• Shipment events — carrier-side events.
• Resolve overview — the product that emits these events.
• Webhooks — subscribe to claim events.