Check if a request has already been created

The first step in the reimbursement process is finding out if the customer has already opened an order issue. You can access this information through the merchant dashboard under the orders and issues tabs. The orders tab will show all the orders that have been placed that have Route protection, and the issues tab will show all the order issues that have been filed from the orders with Route protection.

Select Store Order Number in the Select Category dropdown and search the order number in the search bar to see if the order has Route protection. If the order pulls up, you can be assured that it has Route insurance.

If customer has not yet created a request

Next, search that same order number in the issues tab to see if an order issue has already been filed. 

In this case, no order issue has been filed, so you will proceed to request a reimbursement. When you click on the order, you will be able to see the order details. Once you have the order details pulled up, click the Request reimbursement option.

From here you will be able to select the items that need to be reimbursed, the method of customer resolution (a replacement order or a refund), and the reason why the reimbursement is being requested (lost, damaged, or stolen). You’ll then be able to input the total amount of the reimbursement being requested and submit your request.

If customer has already created a request

A similar process is in place for those orders where an order issue has already been opened by the customer. Again, we’ll start by looking at the orders tab on the merchant dashboard to see if the order is protected by Route.

Since this order is protected, we’ll see if an order issue has been opened by the customer. 

We can see that the customer has already opened an order issue, so we will proceed to mark this issue as resolved. By clicking on the order, you will have the option (blue button at the bottom) to mark as resolved.

From here you will be able to select the items that need to be reimbursed and the reason why the reimbursement is being requested (refund or replacement order). You’ll then be able to input the total amount of the reimbursement being requested and submit your request.