Customer Claims

The customer claims system allows new users who register on your platform to associate themselves with existing customer accounts. This feature ensures proper account management while maintaining security and control over who can access customer information.

How Claims Work

When a customer registers on your embedded storefront or through the main platform, they go through an onboarding process. If they enter information that matches an existing customer in your system, a claim is created for administrative review.

The Claim Process

User Registration: A new user signs up on your storefront
Onboarding: The user provides their company/organization information
Claim Generation: If the name matches an existing customer, a claim is created
Admin Review: An administrator reviews and approves or denies the claim
Account Access: Upon approval, the user gains access to the customer account

Claims are only created when Auto Approve Users is disabled in your company settings. When enabled, users are automatically linked to matching customers.

Accessing the Claims Page

Navigate to Users → Claims from the main navigation to view all pending and processed claim requests.

Claims Overview

The Claims page displays a list of all customer account claims with the following information:

Column	Description
Username / Email	The identifier and email of the user making the claim
Full Name	The registered name of the user
Organization	The customer account they are attempting to claim
Status	Current status of the claim (Pending, Approved, or Denied)
Actions	View button to review and manage the claim

Claim Statuses

Status	Color	Description
Pending	Yellow	Awaiting administrative review
Approved	Green	Claim has been approved, user has account access
Denied	Red	Claim was rejected, user does not have access

Reviewing a Claim

To review a claim request:

Click the View button in the Actions column
A modal window will display the claim details:
- User Information: Full name and email of the claiming user
- Requested Account: The customer account they wish to access

Making a Decision

After reviewing the claim, you have two options:

Approve

Click Approve to:

Link the user to the requested customer account
Grant the user access to view and manage orders under that customer
Allow the user to place orders on behalf of the customer
Update the claim status to "Approved"

Deny

Click Deny to:

Reject the user's request to access the customer account
Keep the user's account active but without customer association
Update the claim status to "Denied"

⚠️

Verification is Important: Before approving a claim, verify that the user has a legitimate relationship with the customer account. This may involve checking:

Email domain matches the customer's company
User's name appears in customer records
Contacting the customer directly if uncertain

After Approval

Once a claim is approved:

Immediate Access: The user can immediately access the customer account
Order Visibility: They can view all orders associated with that customer
Order Placement: They can place new orders on behalf of the customer
Account Management: They can update customer profile information (if permitted)
Notification: The user receives confirmation of their approved status

Approved User Capabilities

Users with approved claims can:

View order history for their customer account
Track shipping and delivery status
Access invoices and payment history
Place new orders through the storefront
Manage their account settings

After Denial

When a claim is denied:

Status Update: The claim shows as "Denied" in the list
Limited Access: The user remains registered but without customer association
No Automatic Retry: Denied claims cannot be automatically resubmitted
Manual Resolution: An admin can manually assign the user to a customer if needed

If a claim was incorrectly denied, you can manually add the user to the customer account through the User Management page by editing the user and selecting the appropriate customer.

Managing Auto-Approval Settings

To configure how claims are handled:

Navigate to Settings → Company
Find the User Registration section
Configure the following options:

Setting	Description
Allow User Registration	Enable or disable new user registrations
Auto Approve Users	When enabled, users are automatically linked to matching customers without requiring a claim

When to Use Manual Approval

Consider disabling auto-approval when:

Your customer base includes sensitive or high-value accounts
You need to verify user identity before granting access
Multiple people might attempt to claim the same account
You want full control over who accesses customer data

When to Use Auto-Approval

Consider enabling auto-approval when:

You trust all registering users
Speed of onboarding is a priority
Your customer accounts don't contain sensitive information
You have other verification methods in place

Best Practices

Regular Review: Check the Claims page regularly to avoid delays for legitimate users
Verification Process: Establish a clear process for verifying claims before approval
Documentation: Keep notes on why claims were approved or denied
Communication: Notify users promptly about claim decisions
Security First: When in doubt, deny the claim and investigate further

Troubleshooting

User Doesn't See Their Customer Account

Check if a claim was created and is pending approval
Verify the claim wasn't previously denied
Ensure the user's email matches the expected customer record

Claim Appears as "Pending" But Was Processed

Refresh the Claims page
Check if the user can access their account (the UI may not have updated)
Clear browser cache and reload

User Created Without a Claim

This happens when:

Auto-approval is enabled
The user's information didn't match any existing customer
The user was manually created by an administrator