# What is a claim?

A claim is a support request you submit to the Linkolis team when an issue occurs with an order, a return, an inbound, a product, or any other aspect of your account. Claims allow you to report and track issues directly from the platform and follow their resolution in real time.

***

### How to create a claim

<figure><img src="/files/xG2txK6JJRsdDqKP4HLP" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/FcUjB9DbL5SpHq7ux5KG" alt=""><figcaption></figcaption></figure>

You can create a claim from multiple places in the platform:

* From the **Claims** page — click **New claim**
* From the **Orders** page — click **···** on any order → **Report an incident**
* From the **Returns** page — click **···** on any return → **Report an incident**
* From the **Inbounds** page — click **···** on any inbound → **Report an incident**
* From the **Inventory** page — click **···** on any product → **Report an incident**

#### Claim form

**1. Provide information**

| Field                      | Description                                                                                                                                    |
| -------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------- |
| **Claim type**             | Select the category that best describes your issue — see types and reasons below                                                               |
| **Your claim concerns**    | Select the specific reason — options vary depending on the claim type selected                                                                 |
| **Reference**              | Pre-filled automatically when the claim is opened from an order, return, inbound, or product. Otherwise enter the relevant reference manually. |
| **Additional information** | Free text field — describe the issue and provide any relevant details to help the Linkolis team investigate                                    |

**2. Upload documents**

Attach any supporting files to help with the investigation. Click **Upload** → **Add file**.

Accepted formats and constraints:

* **Accepted formats:** JPG, JPEG, PNG, PDF
* **Maximum file size:** 10 MB per file
* **Maximum number of files:** 5 files per claim

Once the form is complete, click **Preview your request** to review and submit.

***

### Claim types & reasons

| Claim type      | Available reasons                                                                                                              |
| --------------- | ------------------------------------------------------------------------------------------------------------------------------ |
| **Order**       | Undelivered package, Delivery time check, Proof of delivery, Delivery dispute, CRBT not received, Return reason dispute, Other |
| **Inbound**     | Quantity discrepancy, Undelivered package, Other                                                                               |
| **Outbound**    | Quantity discrepancy, Undelivered package, Other                                                                               |
| **Product**     | Undelivered package, Damaged package, Other                                                                                    |
| **Application** | Free text only — no sub-reason required                                                                                        |
| **IT problem**  | Free text only — no sub-reason required                                                                                        |
| **Financial**   | Free text only — no sub-reason required                                                                                        |
| **Other**       | Free text only — no sub-reason required                                                                                        |

***

### Claim lifecycle

Each claim moves through a defined sequence of statuses from creation to final closure.

| Status              | Meaning                                                                                                                             |
| ------------------- | ----------------------------------------------------------------------------------------------------------------------------------- |
| **Open**            | The claim has been submitted and is waiting to be picked up by the Linkolis support team                                            |
| **Being processed** | The Linkolis team has taken the claim in hand and is actively investigating                                                         |
| **Processed**       | The Linkolis team has proposed a resolution — you must accept or reject the solution                                                |
| **Closed**          | The claim has been closed — either you accepted the solution, or no action was taken within 4 days of the resolution being proposed |
| **Resolved**        | The claim is permanently closed — no further action is possible                                                                     |

#### Resolution flow

When a claim reaches **Processed** status, two buttons appear: **Accept solution** and **Reject solution**.

* **Accept solution** — the claim moves to **Closed**.
* **Reject solution** — the claim returns to **Being processed** for further investigation by the Linkolis team.
* **No action within 4 days** — the claim is automatically moved to **Closed**.

Once **Closed**, you can reopen the claim by clicking **Open claim**. The claim returns to **Being processed**.

If no action is taken on a **Closed** claim for **7 days**, it automatically moves to **Resolved** and is permanently closed. A resolved claim cannot be reopened.

{% hint style="info" %}
All exchanges between you and the Linkolis support team are visible in the claim detail — each message is timestamped and attributed to its sender.
{% endhint %}


---

# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://docs.linkolis.com/claims/what-is-a-claim.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.