Skip to content

Claims

The Claims application in the Supplier Portal is your central list of product quality, delivery, and commercial claims your customer has shared with your supplier account. Use the claim search view to monitor open and resolved cases, filter by claim type and status, export data for internal review, and open individual claims for descriptions, linked orders, comments, files, and resolution details.

Quick Check - Before You Start
  • Confirm you are logged in to the correct Supplier Portal account and customer connection — open Active Instance if you work with more than one brand.
  • Check that Claims appears in the left navigation menu; if it is missing, your Supplier Portal role may not include View access for Claim.
  • Enable Claim notifications in Profile › Notification Preferences — especially Shared Claim Notification — so you are alerted when a new claim is shared with your company.
  • Have claim numbers, order numbers, or style numbers ready if you plan to search by keyword; avoid spaces in identifiers where possible.
  • Understand that claims often involve financial recovery or quality remediation — treat Status, Description, and shared files as authoritative communication from your customer.

Who This Helps

The Claims search view serves different audiences across the supply chain. Understanding how each group uses it reduces missed deadlines, duplicate email threads, and incorrect assumptions about what can be changed in the portal.

Audience How Claims helps them What to watch for
Suppliers See every claim your customer has shared with your factory or agent account; filter by Claim Type and Status; export lists for finance and quality review; save favourite searches for recurring workflows (for example, all Pending claims linked to orders). Claims are view-only by default in the Supplier Portal. You only see records explicitly shared with your supplier account — not your customer's full claim register.
Supplier staff Finance, quality, and production teams can use the same shared list without asking instance users for spreadsheets. Favourite Searches and Export support hand-offs between teams when investigating defects, short shipments, or cost recovery. Each staff member needs their own portal login via Invite Staff. Favourites are saved per user, not shared across your organisation automatically.
Instance users (your customer's internal team) When suppliers monitor claims in the portal, commercial and quality teams spend less time chasing status by email. Suppliers who respond promptly in Comments and upload evidence to shared Files improve resolution visibility on the customer side. You must share each claim with the correct factory or agent and assign a Supplier Portal role with Claim View enabled. Unshared claims never appear for the supplier.
Brand customers Indirect benefit: their instance users collaborate with suppliers through a single platform, improving traceability from order to resolution and visibility into supplier accountability. Customers do not log into the Supplier Portal; they work in the Production Portal through their instance users.
Administrators Site Settings › Company › Suppliers, Site Settings › Claim › General Settings, and Site Settings › Company › Roles & Permissions control which modules, default members, and claim types apply when instance users create and share claims. Misconfigured roles, missing member assignments, or claims not shared with the correct factory or agent are the most common reasons suppliers report "missing" claims or unexpected visibility.

View-Only Access by Default

Most Supplier Portal applications are view-only. Instance users create and manage claims in the Production Portal. In the Supplier Portal, you review shared records, respond through Comments, Chat, and Activity, and download evidence from Files and Documents when shared. If you need access to an area that is not visible, contact your customer's administrator or instance user.

Claims Are Separate from Orders and Styles

Claims, orders, and styles are linked through business context but maintained as separate records. Sharing a claim with your supplier account does not automatically share every related order or style, and vice versa. Open the claim record to see linked Order and Style references when your customer created the claim from production data.

Accessing Claims

Open Claims from the left navigation menu in the Supplier Portal. The claim search view opens by default and lists every claim currently shared with your supplier account.

You can also reach claims from:

  • The Dashboard — click the Claims card to open the application and review summary counts (claims, activities, and comments).
  • Activity — click a claim-related notification to open the linked record in context.
  • Favourite Searches — reopen a saved claim search view you created earlier.

Claim Search View

The claim search view is designed for day-to-day monitoring of open and resolved cases. It combines keyword search, advanced filters, layout options, and export tools so you can work with claim volumes without losing context.

Use the search bar at the top of the view to find claims by keyword. Keywords typically match claim numbers, descriptions, style numbers, order numbers, and other indexed fields on shared records.

Common Pitfall

Claim numbers, order numbers, and style numbers should not contain spaces. Spaces in identifier fields can cause inconsistent search results and make filtering less reliable. Use a hyphen (-) or underscore (_) as a separator instead (for example, CLM-2026-001 rather than CLM 2026 001). If a search returns no results, try the exact identifier your customer quoted in email or on a claim summary document.

Advanced Filters

Open Advanced Search to narrow the list with structured filters. The following filters are available in the Supplier Portal claim search view:

Filter Description
Claim Type Filter by how the claim is classified or originated. Options include 3 Clicks Order (claims linked to an order in 3 Clicks Cloud), Claim (standard claim records), and Manual (claims created manually without an order link). Your customer may also configure additional type categories in Site Settings › Claim › Type.
Status Filter by current claim status (for example, Draft, Pending, Cancelled, or Completed). Status reflects the workflow stage on each record.

Combine filters to build precise views — for example, all Pending 3 Clicks Order claims, or every Completed Manual claim from the current quarter.

Common Pitfall

Overly narrow filter combinations are a frequent cause of empty search results. If Claim Type and Status do not match the values on your shared claims, the list will appear blank even though records exist. Clear filters one at a time to identify which criterion is excluding results. Remember that a claim moved to Completed or Cancelled will no longer appear when you filter for Pending only.

Grid and List View

Switch between Grid and List view using the layout toggle in the search view toolbar.

View Best for
List Scanning many claims quickly, comparing columns side by side, and exporting structured data.
Grid Visual review when preview images are available and you want a card-style layout.

Your selected layout preference is retained for the current session. Saved Favourite Searches restore the layout that was active when you saved the favourite.

Results Per Page

Control how many claims appear on each page of results. Choose 25, 50, or 100 claims per page from the pagination control at the bottom of the search view.

Use a smaller page size when you need faster load times on slower connections. Use 100 when reviewing a large shared portfolio and exporting is not required.

Common Pitfall

Pagination affects what you see on screen, not what exists in the platform. A claim on page three is still a valid shared record — do not assume it is missing because it is not on the first page. Use filters or keyword search to locate specific claims, or increase the page size temporarily.

Refresh

Click Refresh in the search view toolbar to load the latest data. Use this after your customer tells you they have shared a new claim, updated a status, or posted comments, especially if you have had the search view open for a long time.

Columns Available

The default claim search view includes the following columns. Your customer may expose additional columns depending on portal and role configuration.

Column Description
Claim Number The primary identifier for the claim record. Click to open the full claim.
Style Number The style linked to the claim when the issue relates to a specific product. May be blank for some Manual claims.
Order Number The order linked to the claim when the issue relates to a specific purchase order. Populated for 3 Clicks Order claims; may be blank for Manual claims.
Claim Type How the claim is classified — for example 3 Clicks Order, Claim, or Manual, or a category configured in Site Settings › Claim › Type (such as Quality or Delay).
Description A brief summary of the issue (for example, Wrong fabric supplied or Short shipment). Use this column to prioritise review before opening each record.
Status The current workflow status of the claim (for example, Draft, Pending, Cancelled, or Completed).

Claim Type Column vs Advanced Filter

The Claim Type column and Claim Type filter may show related but not identical values. The column reflects the classification on each record; the filter helps you narrow the list by origin or category. If results look inconsistent, open the claim record and confirm the type shown in Details matches what you filtered for.

Financial and Resolution Fields Inside the Record

Total Value, Recovered Value, Resolution, Due Date, and Staff assignment are maintained on the claim record in the Production Portal. They may not appear in the default supplier search columns. Open the claim to review financial amounts and resolution outcomes your customer has recorded.

Save frequently used filter and layout combinations so you can reopen them without reconfiguring the view each time.

  1. Open Claims and apply the filters, columns, and sort settings you want to keep.
  2. Click the Love icon in the upper-right corner of the search view.
  3. Enter a descriptive name (for example, Pending order claims — Q2) and click Save.

Saved favourites appear in Favourite Searches in the left navigation menu. See Supplier Portal › Favourite Searches for managing, renaming, and deleting favourites.

Common Pitfall

A favourite restores the configuration saved at the time you clicked Save — not live data. If you change filters after saving, the favourite still opens with the original layout until you update and save it again. Record counts change when your customer shares new claims or updates statuses; click Refresh after opening a favourite to load the latest results.

Export the Claim Search View

Export the current search view to Excel for offline analysis, finance meetings, or internal reporting.

  1. Apply the filters and columns you want included in the export.
  2. Click the Download icon in the upper-right corner of the search view.
  3. Open the downloaded file in Excel or a compatible spreadsheet application.

The export includes the columns currently visible in your search view and the records that match your active filters. It does not include fields you have not added to the view.

Common Pitfall

An export is a snapshot of the filtered list at export time — not a substitute for a formal debit note, credit memo, or signed settlement agreement. Financial totals, Resolution outcomes, and supporting evidence may be stored separately in Files, Documents, or linked Drive folders. Use exported data for planning and internal review; refer to shared PDFs, images, and the Claim Summary document in the claim record for authoritative claim details.

Opening a Claim Record

Click a Claim Number in the search view to open the full claim record. From there you can review tabs and side widgets your customer has shared — such as details, linked order context, comments, files, documents, dates, and status — depending on your Supplier Portal role and your customer's portal configuration.

Typical supplier workflows from an open claim:

  • Read the Description and linked Order section to understand which style, factory, and shipment the claim relates to.
  • Review Comments and reply with remediation plans, root-cause analysis, or questions without leaving the record.
  • Download inspection photos, invoices, and supporting documents from Files or the Claim Summary in Documents when shared.
  • Monitor Status and Dates to see when the claim was created, due, or marked Completed.
  • Check History for an audit trail of status changes and updates posted by your customer's team.

Common Pitfall

A claim visible in the search view does not guarantee every tab, financial field, or document is available. Files, Documents, linked Order details, and editable Status depend on portal configuration and what your customer has shared on that record. If a section is missing or read-only, ask your instance user to confirm Claim portal permissions and member assignment before raising a support ticket.

Common Pitfall

Do not treat a Pending claim as resolved because no new email arrived. Status in the portal is the authoritative workflow indicator. Filter by Status regularly and enable Shared Claim Notification so your team responds before Due Date passes on the customer side.

Staying Informed About Claim Changes

Configure notifications in Profile › Notification Preferences so you are alerted when claim activity affects your team:

Notification When it fires
Shared Claim Notification A new claim is shared with your company.

See Supplier Portal › Profile for full notification settings.

Common Pitfall

Disabling Shared Claim Notification to reduce email volume is a common mistake. Claims often carry financial or quality obligations with response deadlines. Keep claim alerts enabled for finance and quality coordinators, or assign a team member to monitor Pending claims weekly in the search view.

These Site Settings pages are maintained by your customer's administrators. Share them with your instance user contact if claims, visibility, or type options do not match expectations.

Troubleshooting

Why can I not see any claims in the search view?

The claim list only shows records your customer's instance users have shared with your supplier account. An empty list usually means no claims are shared yet, you are on the wrong connection, or your role lacks Claim View access.

Steps to resolve:

  1. Open Active Instance and confirm you are connected to the correct customer.
  2. Check the Dashboard — if Number of Claims is zero, no claims have been shared with your account.
  3. Contact your customer's instance user and ask them to verify your Supplier Portal role in Site Settings › Company › Suppliers includes Claim with View enabled.
  4. Ask them to confirm the claims are assigned to your factory or agent on each record and that you are added as a member where required.
  5. Log out and back in after access changes, then click Refresh on the claim search view.
Why is the Claims module missing from my navigation menu?

Module visibility is controlled by the Supplier Portal role on your supplier record. If Claim is not granted View permission, Claims will not appear in the menu.

Steps to resolve:

  1. Ask your customer's administrator which modules you should have access to.
  2. Request an update to your Supplier Portal role in Site Settings › Company › Suppliers.
  3. Log out and back in, then confirm Claims appears in the left navigation menu.
Why does keyword search not find a claim I know exists?

Search only returns claims shared with your supplier account. Keyword matching can also fail when identifiers contain spaces or when filters still restrict the result set.

Steps to resolve:

  1. Clear Advanced Search filters and retry the keyword.
  2. Search using the exact Claim Number, Order Number, or Style Number your customer provided — try with and without hyphens if unsure.
  3. Confirm the claim is assigned to your factory or agent and shared on the customer side.
  4. Click Refresh to load the latest shared data.
Why are my advanced filters returning no results?

Active filters — especially combinations of Claim Type and Status — can exclude every record in the list when values do not match your customer's naming or when statuses have changed (for example, claims moved to Completed).

Steps to resolve:

  1. Clear all filters and confirm claims appear without restrictions.
  2. Reapply filters one at a time to identify which criterion is too narrow.
  3. Verify Claim Type values (3 Clicks Order, Claim, Manual) and Status values match the records your customer described.
  4. Click Refresh after your customer confirms they updated statuses or sharing.
Why does a claim show no order or style number in the list?

Order Number and Style Number populate when the claim is linked to production data — typically for 3 Clicks Order claims created from an order. Manual claims may not have order or style references.

Steps to resolve:

  1. Open the claim record and check the Order section for linked order details.
  2. Ask your instance user whether the claim was created manually or should be linked to a specific order.
  3. See Claim › Order for how order linking works on the customer side.
Why can I open a claim but not see Files, Documents, or financial details?

Tab and side widget visibility are controlled separately from the claim search view. Your customer configures portal access in Site Settings and shares specific documents and fields on each record.

Steps to resolve:

  1. Confirm whether the section is missing entirely or visible but read-only.
  2. Ask your instance user to verify Claim portal permissions and that the relevant files, Claim Summary, or financial fields are attached to the record.
  3. Use Comments or Chat to request missing documents until sharing is updated.
  4. Review Claim › Overview with your instance user contact for Production Portal configuration.
Why can I see a claim but cannot change its status?

Status updates are typically managed by instance users in the Production Portal. In the Supplier Portal, you usually monitor Status and respond through Comments rather than moving claims to Completed directly.

Steps to resolve:

  1. Confirm whether Status is visible but read-only on the claim record.
  2. Post your resolution or payment confirmation in Comments if you cannot update status directly.
  3. Ask your instance user whether your role should allow status changes or whether they will mark the claim Completed after verifying settlement.
  4. See Claim › Side Widgets › Status for status workflow details on the customer side.
Why does my export not include all claims or columns?

Exports reflect the current filter set, pagination context, and visible columns — not the entire shared claim register.

Steps to resolve:

  1. Clear or adjust filters so every claim you need is included in the filtered result count before exporting.
  2. Confirm the columns you need are visible in the search view; add any missing columns before clicking Download.
  3. Click Refresh, then export again if your customer recently shared new claims.
Why does a favourite search show outdated results or the wrong layout?

Favourites restore saved filters and column layout from the time you clicked Save. They do not automatically pick up changes you make afterwards.

Steps to resolve:

  1. Open the favourite and click Refresh to load current data.
  2. Adjust filters or columns to match your current workflow.
  3. Click the Love icon and save again — use the same name to replace the favourite, or delete the old entry from Favourite Searches and create a new one.
Why was I notified about a claim but cannot find it in the list?

Notifications can arrive before a share completes, or the claim may be filtered out of your current search view.

Steps to resolve:

  1. Click the notification in Activity to open the claim directly.
  2. Clear all search filters and click Refresh on the Claims search view.
  3. Confirm you are on the correct customer connection in Active Instance.
  4. If the record still does not open, ask your customer's instance user to verify the claim is shared with your supplier account.
Why am I not receiving shared claim notifications?

Claim notifications depend on both notification settings and whether the claim is shared with your account.

Steps to resolve:

  1. Open Profile › Notification Preferences and confirm Shared Claim Notification is enabled.
  2. Verify the claim is shared with your supplier account and that you are a member on the record.
  3. Check Activity and the notification bell for alerts that may have been delivered in-app rather than by email.
  4. Confirm your email address is correct in Profile › Personal Details and check spam or junk folders for claim share emails.