Resolutions
Umbrella’s Resolutions system determines what happens after a claim is approved. Once coverage is validated — either manually or automatically — Umbrella triggers the appropriate resolution action: store credit, reshipment, refund, or repair.
Resolutions are defined per plan and automatically executed when rules are met — ensuring fast, branded, and consistent experiences for your customers.
Resolution Types
You can configure one or more resolution types per plan:
1. Reshipment
- Automatically creates a new order in Shopify
- Replacement SKU defaults to the same product or approved equivalent
- Shipping label and tracking integrated
- Optional: manual intervention for high-value items
Best for: product failure, damage, or physical loss
2. Store Credit
- Instantly issues a digital gift card to the customer
- Delivered through your store's native notification system
- Can be full or partial value, configurable by plan
Best for: stockouts, customer retention, or flexible resolution options
3. Refund to Original Payment Method
- Manual or automated refund via Stripe, Shopify, or your platform
- Refund amount can be based on original item value or capped
Best for: rebates, shipping issues, or regulated refund scenarios
4. Repair / Service Coordination (coming soon)
- External repair center integrations or in-home scheduling
- Status tracked until job completion
- Merchant reimbursed, customer protected
Best for: furniture, appliances, or electronics
5. Customer Preference
- Customers choose their preferred resolution at the time of claim
- Examples:
- “Would you like a store credit or a replacement item?”
- “Would you prefer repair or refund?”
Best for: improving CX and reducing escalations
Auto-Approval & AI Validation
Umbrella supports automated approvals when validation criteria are met — reducing workload and speeding up customer resolutions.
Auto-Approval Rules
Auto-approve a claim if:
- Product value is under a defined threshold
- Required evidence (e.g. photo, description) is provided
- Resolution type is low-friction (store credit, under $X)
- Claim reason is covered and matches plan logic
These rules are configurable per plan and policy type.
AI Fraud Prevention
Umbrella’s AI engine analyzes uploaded photos and videos for:
- Manipulation (e.g. Photoshop artifacts, AI-generated content)
- Stock photo reuse
- Inconsistent metadata or EXIF tampering
- Reused imagery across multiple claims or accounts
Claims flagged as suspicious are automatically paused for manual review, helping you prevent abuse while still offering great CX.
Timeline Logging
All resolution actions are logged to the claim timeline, including:
- Approval timestamp
- Resolution type and value
- System actions (gift card issued, order created, refund processed)
- Errors (e.g. card failure, review needed)
This gives your team full transparency across all customer outcomes.
Best Practices
- Enable auto-approval for low-risk, high-volume claims
- Use AI fraud checks to catch bad actors without slowing down good customers
- Default to store credit to recover value and boost retention
- Offer customer choice to reduce escalations and increase satisfaction
- Review resolution trends via the Reporting module