Claims - Spree Commerce documentation

A claim is a customer reporting a problem with what arrived: the item was damaged, never turned up, or was the wrong product. Unlike a Return or Exchange, nothing has to come back — you decide what to do once you have seen the evidence. Claims belong to the order they are about. Find them all under Orders → Claims, or on the order itself.

Opening a claim

On the order, click New claim, pick the items affected, and record the reason from the claim-reasons list — “arrived damaged”, “never arrived”, “wrong item sent”. Customers can open claims from their account and attach photographs as evidence, which is usually what you will want to look at before deciding.

The steps

Status	What it means
Open	Reported, waiting on you
Approved	You accept the claim; how to resolve it is still to be decided
Resolved	Refund sent, replacement shipped, or both
Denied	The claim did not hold up
Canceled	Withdrawn

Resolving a claim

What to do about a claim is decided when you Resolve it, not when it is opened — merchants usually decide once they have seen the photos. Choose how:

Resolution	What happens
Refund	Money back, with no items required in return
Replacement	The item is shipped again — the same variant, or a different one
Refund and replacement	Both

For a refund, set the refund amount and where it goes: the original payment method or store credit. For a replacement, choose what to send a replacement for — Spree creates a new shipment on the original order, so the customer does not place a second one.

Denying or cancelling

Deny a claim that does not hold up. The customer receives neither a refund nor a replacement, and the claim is closed with that decision on record. Cancel withdraws it instead.

Returns — the customer sends items back for a refund
Exchanges — the customer sends items back for different ones
Returns & reasons — managing the claim-reasons list

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