Resolution, handled
end to end.
A shopper reports a problem in a portal that lives on your domain. Guide verifies it, applies your policy and resolves it, without a ticket ever reaching your team. The customer gets an answer in minutes instead of an apology in a day.
When a shopper reports an order lost, stolen or damaged, they file the claim on the merchant's brand and Guide's team resolves it end to end: assessment, decision, and the reship or refund. The merchant's support queue doesn't see the ticket. Guide isn't an insurer, it resolves claims on the merchant's behalf and carries the cost of approved ones.
Most claims never need
a human. The ones that
do get a good one.
Guide scores every claim the moment it lands. Clean claims resolve automatically inside your rules. Ambiguous ones route to a specialist who opens the case with the carrier data, the order history and the risk assessment already in front of them.
- Auto-approve thresholds you define
- Evidence requirements by value and claim type
- Replacement orders drafted straight into Shopify
- Every message to your customer readable in your dashboard
Filed, verified, resolved.
The customer sees four fields and an outcome. This is what happens behind them.
The shopper files
From a portal on your domain, linked from tracking and from your own returns page. Four fields, about forty seconds, no account required.
Evidence is gathered automatically
Carrier scan history, delivery geocode, weather and service disruptions on the lane, and this shopper's full order and claim history across the Guide network.
Risk is scored, not guessed
A model trained on resolved claims across the network. It knows the difference between a genuinely unlucky customer and the fourteenth stolen package to the same address.
It resolves, or it escalates
Clean claims inside your thresholds resolve immediately and the replacement is drafted in Shopify. Anything ambiguous reaches a specialist who already has the full picture rather than starting with a blank ticket.
Generous where it builds loyalty. Firm where it does not.
Blanket approval is expensive and teaches a small group exactly how to exploit you. Blanket suspicion costs you good customers. The rules engine is precise enough to be both.
Thresholds
Approve instantly under a value you set, optionally scoped by category, customer value or first-versus-repeat claim.
Evidence
Require photos over a threshold or for damage specifically. Guide validates the photo shows the product before anyone reviews it.
Network signals
Addresses, devices and payment fingerprints flagged across every Guide merchant, so abuse arriving from elsewhere is already known.
Override
Any claim can be pulled into your own queue with one click. Some brands take every VIP claim manually. Most take none.
The customer never
learns our name.
The claim portal sits on your domain. The emails come from your sending address in your template. Our specialists are trained on your voice, your policy and your catalogue before they take a single case. When a shopper posts about the resolution, your brand gets the credit.
Our customers who have had to file claims have the easiest experience. Their service is top notch.
Phoenician Grinders, over 2 years using Guide
It does not stop at this module.
Every part of Guide writes to the same record, so what happens here changes how the next thing is handled.
Take the queue off your team.
We'll show you the claim console, the rules engine and how a real claim moves through it.
Thirty minutes, on your own catalogue · Free to install, and our team does the build