Raising a Case on Behalf of a Customer

If a customer reaches out to your support team instead of using the claims link, you can raise a case for them directly through the Merchant Portal. 

1. How to Raise a Case

1. Open the Shipments tab in the Merchant Portal
2. Select the order
3. Click Notify Case

This action:

• Automatically creates a case
• Skips customer verification (as you’re already authorised)

You can choose whether or not to send a customer-facing confirmation email. 

2. When This Is Useful

• The customer cannot access their original email
• The customer is confused or struggling with the claims portal
• You want to resolve the issue proactively without waiting for the customer to lodge a case

This keeps the experience smooth for your customer while keeping everything properly recorded for insurance purposes.