Switch to Claimlane

Run every return, warranty claim, and repair in one place, across all your products, markets, and suppliers. Here's the case for switching now.

Post-purchase has become too important to be treated like a back-office task.

For brands and retailers, the sale used to be the big moment. Now, what happens after the sale matters just as much. A return, a warranty claim, or a repair is often the moment where the customer decides if they would ever buy from you again.

Many brands still handle that part of the business through email, spreadsheets, and return tools built for simple size exchanges.

It creates slower resolutions, more manual work, and costs nobody can clearly see.

One platform for every return, warranty claim, and repair

Claimlane is where your brand handles every return, warranty claim, repair, and spare part request. Customers submit them through one portal, and your team solves them in one place, across all your products, markets, and suppliers.

Claimlane gathers the photos, serial numbers, and supplier rules up front, then routes each case to the right person. An AI Agent reviews the evidence and recommends or approves the resolution, so your team only spends time on the cases that really need a human review.

Every case arrives ready to solve

Photos, serial numbers, and supplier rules are collected before the case reaches your team, so nothing's missing when someone opens it. From there, two things move it forward on their own.

Your rules are conditions you set once. For example: route every claim on a certain supplier's products to the warranty team, or auto-approve a replacement for a faulty item under 30 days old. Every case follows them, so it reaches the right person with the next action already started.

Our AI Agent reads the photos and details on the claim, checks them against your warranty terms and the supplier's guidelines, and works out whether it's covered and what the fix should be, the way an experienced agent would. It recommends the outcome: refund, replace, repair, or forward to the supplier. On the case types you've approved, it acts without waiting for a person.

We were losing hope of finding a software that could fit our needs. But when we saw Claimlane, it was clear it could handle the complexity. It was customizable enough to fit almost any use case we needed.

MaxGaming moved off email and spreadsheets after other tools couldn't handle 30,000+ SKUs across 200+ brands or keep up with electronics claims. With Claimlane's AI Agent reviewing each case, complex RMA tickets are now resolved 77% faster and new agents are productive from day one.

Connect every system you already use

Claimlane connects to the systems you already run. Your ecommerce platform and ERP (Shopify, WooCommerce, NetSuite, Business Central, SAP, + 75 more), your helpdesk (Zendesk, Gorgias, Intercom, Dixa), and 100+ shipping carriers like DHL, UPS, and FedEx.

Once connected, everything post-purchase runs in Claimlane. Refunds, replacements, labels, ERP updates, and customer messages all happen in one place.

If your system isn't on the list, Claimlane builds the connection for you.

Claimlane enables us to centralize all our post-purchase operations. Instead of juggling multiple tools, everything from ticket intake to supplier collaboration is handled in one place.

Coolshop's RMA team was moving cases across five or more systems, with no single view of status, supplier decisions, or cost. They brought returns, claims, and supplier communication into one Claimlane workflow, and now handle peak seasons without adding headcount.

Stay in control as claim volumes grow

Even when claims move fast, you still need a clear view. Claimlane shows what is happening across markets and suppliers, and lets you analyze any case, status, or owner.

Every part of the business sees its own piece. A Head of Customer Service can see whether the team is keeping up and which products keep coming back. An agent can see exactly which cases need them today. Your warehouse and your suppliers see only the cases waiting on them, without a single extra email.

Claimlane helps us deliver the level of service our customers expect from us.

Black Diamond ran warranty claims and repairs out of an Outlook inbox, where tickets came in incomplete and took 25 days on average to resolve. After moving to structured intake and automated repair workflows in Claimlane, resolution dropped to 5 days and responses got 65% faster.

Faster resolutions

Claimlane helps teams handle more cases with the same people. Customers submit the right information, the AI Agent sorts the case, and your team can focus on solving it.

If you removed your product tomorrow, I would start to cry.

How switching works

Make the case to your team and leadership

Bringing in new software for something as visible as returns, warranty claims, and repairs means a few predictable conversations, with your team and with leadership. This page helps you handle the three that come up most.

"We already have a system for this"

And that is fair. Your ERP, helpdesk, or returns app already works. Orders sync, tickets get logged, refunds get processed.

But returns, warranty claims, and repairs still create work around the system. Emails. Spreadsheets. Supplier rules. Missing photos. Quick decisions that never get logged properly.

Claimlane does not replace your ERP or helpdesk. It captures the full claims process, so you can see what is actually happening: which products fail, which suppliers are responsible, and where the cost hides.

Your current setup probably works. The question is how often your team works around it because it is faster. That is where cases slow down, customers are lost, and supplier credits are missed.

"Switching right now would be too disruptive"

This one comes from a good place. The team is already busy, and nobody wants a big implementation project in the middle of a busy season. It usually comes out as: “We cannot take on a new tool right now.”

A new setup takes effort once. Staying with the current setup costs you every week. Missing photos, long email threads, and spreadsheets nobody updates the same way.

The reality is also smaller than it looks. Most setups go live within a few weeks, the most complex within a couple of months. Claimlane connects to your ERP, helpdesk, and carriers, and our team handles the integrations for you.

It was amazing how easy it was to roll out the Claimlane platform. The support during the rollout has been fantastic, and it played an essential role in onboarding our stores and wholesalers.

"We've invested too much in our current setup"

Post-purchase looks nothing like it did a few years ago. Returns volumes are up, products are more complex, customers expect an answer in a day, and AI can now read a claim and decide what to do with it.

Claimlane was built for where post-purchase is now. Complex returns, warranty claims, repairs, and supplier claims in one place, with an AI Agent that reads the evidence, applies your rules, and recommends or approves the outcome.

Coolshop, one of the largest e-commerce retailers in the Nordics, used the move to Claimlane as a chance to rebuild the process around how they wanted post-purchase to run, not just copy the old setup into a new tool.

What to do next

The fastest way to get buy-in for Claimlane is to build the case yourself, with your own numbers and your own products. This page walks you through it, from where to start to presenting your results to leadership.

The process

1. Pick where to start

Choose the product line, market, or channel where the current setup is affected the most. Good signals: The email cases. The messy spreadsheet. The hard-to-reach suppliers. The category customers keep asking about. That is where Claimlane will show the clearest before-and-after.

2. Measure your current process

Before anything changes, capture how things work today. This is your baseline, and it's what makes the after-state believable.

Start with the hard numbers: cases per month, time to resolve, cases handled over email or phone, and supplier credits you rarely recover.

Then survey the team.

3. Model the impact

Take your baseline to the savings calculator. It turns your case volume, time per case, and staff cost into the time and money you'd get back.

4. See it on your own products

Build a working self-service portal from your own store. Instead of a generic demo, leadership sees the exact experience your customers would get, on your real products. It makes the case concrete in a way a slide never will.

5. Bring proof from brands like you

Find one or two case studies from brands with a similar product mix or claim volume. They show the same path has already worked, which answers "will this work for us?" before anyone asks it. You can view all our case studies here.

6. Present the case

Leaders rarely have time for anecdotes. Put your current numbers next to the projected ones, four or five comparisons side by side. Pair each with a line from your team's survey, and back it with a case study from a brand they'll recognise. Your numbers tell the internal story. The case study tells the external one.

Coolshop — went from multiple systems to one post-purchase platform

MaxGaming — resolves complex RMA cases 77% faster with AI

Black Diamond — automated their warranty claim and repair workflows

What to do next

Once you have buy-in, you're ready to move. The migration guide covers the rollout from your current setup to Claimlane.

Your business case got the buy-in and you're ready to roll Claimlane out. Here's how to move your returns, warranty, and repair process over without disrupting the team.

You'll need to make several key decisions that will shape your approach:

Launch everything at once, or phase it by product line, market, or channel?

How to handle cases already in progress at go-live.

Run one standard set of flows across the business, or give each market its own?

What's your go-live date, and how will you tell the team?

This guide walks through each one, with the trade-offs we've learned rolling out Claimlane across brands of every size.

Open cases

Open cases are not carried over from another system. They are re-submitted in Claimlane. That is why most teams let cases already in progress finish in the old process, and start every new case in Claimlane from a chosen cut-off date.

Configuration: one standard setup, or flexibility per market

Standardized. The same flows, fields, and rules across every market, brand, and channel. Reporting is far easier when every case is captured the same way, and the team has one way of working. If you know the reports leadership will ask for, build the structure with those in mind.

Flexible. Each market or brand configures its own flows. This gives each team a setup that fits their local needs, but reporting across the business gets harder. It often works well when teams handle very different products, markets, or supplier rules.

Most teams choose a middle ground. One standard setup for the business, with flexibility where a market, product line, or supplier really needs its own flow.

Create a migration plan

A short internal plan keeps everyone aligned, especially the teams that didn't help build the case.

Approach. Write down your choices (phased or all at once, standard or flexible) and why.

The why. Pull the headline findings from your business case and a quote or two from the team, so people who weren't involved understand the point.

Timeline. Set a go-live date with leadership, and check the renewal date of the tool Claimlane is replacing.

Training. Claimlane runs a walkthrough for your team and shares onboarding resources. If you sell through stores, wholesalers, or suppliers, plan a session to bring them onto the portal too.

Communication. Set up one channel where people can ask questions and find the resources during the move.

Tell the team

Change makes people nervous. Settle it early by telling them what's coming and how it'll work. Keep it short so people actually read it.

Prepare Claimlane

Get everything in place before the team lands, so they're ready from day one.

Set up users. Add your team and set who handles what. For B2B, add the supplier and store accounts that submit or handle cases.

Connect your stack. Link your ecommerce platform and ERP, your helpdesk, and your carriers. Claimlane builds the custom connections for anything not on the list.

Build your portal and flows. Set the right fields per product, market, supplier, and case type, so every case arrives documented.

Set up your suppliers. Load each supplier's guidelines so claims go out with exactly what they need, and the credit notes come back.

Make the switch official

Once Claimlane is live, tell your old provider you're moving on and mind the renewal date. Put the old tool in read-only or switch it off, and let the team know it's no longer where cases are handled.