Richpanel + Order Protection
Each new claim opens a Richpanel ticket, and resolved claims snooze out of your queue.
What it does
When a shopper files a claim, Order Protection opens a ticket in Richpanel with the customer’s contact details, an order summary, the claim type and status, and a link to the full claim. When the claim is approved or resolved, the ticket is snoozed out of your agents’ queues. Order Protection keeps the conversation with the shopper, so messages are not copied into Richpanel twice.
How it works
In Richpanel, create an API key with read and write access to conversations, teams, channels and tags.
In Order Protection, go to Settings › Integrations › Richpanel and paste the key. It is stored encrypted.
Optional: pick a default team to assign tickets to, and a default channel such as email.
Save. The next claim opens a Richpanel ticket within seconds.
What syncs
A new ticket for every new claim, with contact details, an order summary, the claim type and status
A link from the ticket to the full claim in Order Protection
Approved and resolved claims snooze their ticket automatically
Optional: a panel inside Richpanel with the customer’s recent orders and claims
Good to know
Reply to shoppers from Order Protection, and use notes in Richpanel. Replies sent from Richpanel reach the shopper but are not recorded on the claim.
Read the Richpanel setup guide · Browse all integration docs
About Richpanel
Richpanel is a customer support platform for ecommerce brands, with self-service and an agent inbox in one place.
