Claim automation#

What you need#

Before turning automation on:

• Resolve enabled on your Karla package.
• Shop connected with refund and replacement endpoints exposed — Karla acts in your commerce platform when a rule matches. See Shop connection.
• Portal admin access — only admins can view and edit Claim Automation settings.
• Optional helpdesk integration — useful when you want agents notified even after an automated resolution. See Helpdesk integrations.

How a claim moves through automation#

When a customer submits a Resolve claim, Karla evaluates your rule set against the structured claim record — reason, resolution preference, claimed value, shipment status, and the rest of the payload described in Data processing.

Customer submits claim
  → Is claim automation enabled?
      No  → Manual handling (helpdesk ticket per your integration)
      Yes → Walk rules top-to-bottom
              → First rule where ALL conditions match:
                    automate → Refund or reorder in your shop (per customer preference)
                    manual   → Stop — manual handling
              → No rule matched → Manual handling
  → Safety gates may still override automation (see below)
  → Optional helpdesk notification (per your notification mode)

A matched Automate rule does not choose refund vs replacement. That comes from the customer's resolution preference on the claim — refund, reorder, or keep with reward. You pick which of these options customers can choose under Resolve → Features → Resolution options in the portal; refund and reorder are offered by default, keep with reward is opt-in. The rule only decides whether Karla may act automatically or must hand off to your team.

Configure rules in the portal#

In the Karla portal, open Settings → Claim Automation.

Master controls#

Notification mode options:

• Notify — create an outcome ticket in your helpdesk so agents see what Karla did (recommended when you want an audit trail alongside automation).
• Silent — resolve in your shop only; no ticket for automated outcomes.

Rule sets#

Rules are ordered. Karla evaluates them from top to bottom and stops at the first match. Reorder rules with the up/down controls when priority matters.

Each rule has:

• Action — Automate or Manual
• Conditions — one or more checks; all must match (logical AND)

Use Add rule and Add condition to build your set. A claim that matches no rule is handled manually — automation is strictly opt-in per matching rule.

Condition fields and operators#

Each condition compares one claim attribute to a value you set.

Claim reason values#

Use is one of with comma-separated values when a rule should match multiple reasons or preferences (e.g. missing_product, wrong_product).

Example rule sets#

Tiered value gates#

Route low-risk claims to automation; keep high-value orders manual.

1. Automate — claimed value ≤ 75 AND resolution preference equals refund AND claim reason is one of missing_product, wrong_product
2. Manual — no conditions (catch-all)

Reason-based routing#

Automate only the claim types your ops team trusts.

1. Automate — claim reason equals missing_product
2. Manual — claim reason equals dissatisfied_with_product
3. Manual — no conditions (everything else)

Replacement only when delivered#

Honor the customer's reorder request only after delivery is confirmed.

1. Automate — resolution preference equals reorder AND shipment status equals delivered AND claimed value ≤ 200
2. Manual — no conditions

Safety gates#

Your rules define what Karla may attempt. Karla still runs platform safety gates before executing a refund or replacement — even when a rule matches. If a gate fails, the claim falls back to manual handling and Karla records why.

Common automatic fallbacks:

Karla also treats an order as already processed once any claim on that order received an automated outcome — preventing duplicate refunds or replacements from repeat submissions.

These gates are not configurable in the portal today; they protect your shop regardless of how permissive your rules are.

Customer resolution preference#

What the customer selects in Resolve (when you expose the choice) drives the action Karla takes on an automated match:

The options customers can pick from are configurable under Resolve → Features → Resolution options in the portal — refund and reorder are enabled by default; enable keep with reward there to offer it. You control whether customers see the preference picker per flow in Flows and customization. If the picker is hidden, Resolve defaults to refund for the submitted claim; if only one option is configured, that option is submitted automatically.

API access#

Claim automation settings are available programmatically for headless or multi-shop setups:

curl -X GET "https://api.gokarla.io/v1/shops/{slug}/settings/triggers/claim-resolution" \
  -H "Authorization: Bearer YOUR_API_KEY"

curl -X PATCH "https://api.gokarla.io/v1/shops/{slug}/settings/triggers/claim-resolution" \
  -H "Authorization: Bearer YOUR_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{
    "status": true,
    "notify_mode": "notify",
    "rules": [
      {
        "action": "automate",
        "conditions": [
          { "field": "claim_reason", "op": "equals", "value": "missing_product" },
          { "field": "claimed_value", "op": "<=", "value": 75 }
        ]
      }
    ]
  }'

A PATCH replaces the full rules array when you include it. Omit fields you want to leave unchanged.

Troubleshooting#

Automation never runs

• Confirm Enable claim automation is on.
• Confirm at least one Automate rule exists and its conditions match real claim data (check reason codes and claimed value).
• Confirm your shop connection supports refunds and replacements.

Rule matches but claim stays manual

• Check the claim's resolution outcome in the API — a safety gate may have blocked execution (out of stock, already processed, etc.).
• Confirm the customer selected a resolution preference your rule allows.

Agents not notified after automation

• Set Notification mode to Notify if you expect helpdesk tickets for automated outcomes.
• Confirm your helpdesk integration is connected and enabled.

Wrong priority between rules

• Remember first match wins. Move stricter or higher-priority rules above broader catch-all rules.

Where to next#

• Integration and automation — helpdesk routing and custom transformations beyond claim automation.
• Shop connection — what Resolve needs from your shop.
• Data processing — the claim payload rules evaluate.
• Flows and customization — customer-facing resolution preference and flow toggles.
• Helpdesk integrations — tickets for manual claims and notify-mode outcomes.
• Portal → Resolve — claims analytics and the Claims table.