The hidden cost of manual claims
A damaged-item claim usually means several messages: please send a photo, a clearer photo, the label, the box. Each round trip delays the customer and costs your support team time. Meanwhile, without seeing the item properly, teams either approve too easily or reject genuine claims.
How a video claim works
The customer starts a claim
From your app, website or a WhatsApp link.
They show the item
The agent asks them to turn it, move closer, or show the label or serial number.
The agent checks it
It identifies the damage and reads the label to match the right order.
Your policy decides
Approve a refund or replacement, offer an alternative, or escalate to your team.
The customer is updated
Confirmation is sent on WhatsApp and the case is logged with captures.
Fewer bad claims, faster good ones
Because the agent sees the actual item live, it can flag mismatches — a different product, a serial number that doesn’t match the order, damage inconsistent with the description — for human review. Genuine customers, meanwhile, get an answer in minutes instead of days.
How it works
- 01
Set your rules
Which items, which damage and which outcomes are allowed.
- 02
Connect orders
Give the agent read access to orders and your refund actions.
- 03
Add the entry point
A button in your app or site, or a WhatsApp link.
- 04
Review exceptions
Your team handles only the flagged cases.
How it compares
| Photo upload and email | Vanira video claim | |
|---|---|---|
| Evidence | Photos, often unclear | Live video with guided angles |
| Order matching | Manual lookup | Label or serial read on camera |
| Time to decision | Days | Minutes, on the same call |
| Fraud signals | Hard to spot | Mismatches flagged for review |
Who uses it
Electronics and appliances
Cracked screens, dents and warranty checks with serial numbers.
Quick commerce and grocery
Spoiled or missing items verified on camera.
Fashion and home
Wrong item, size or visible defects.
Warranty and service
Confirm coverage and book a pickup in one call.
Frequently asked questions
How does video claims verification work?
The customer shows the damaged item on a live video session. The AI agent inspects it, matches it to the order, applies your refund policy and either approves the claim or escalates it to your team.
Can the agent approve refunds on its own?
Only within the rules you set. You decide which cases it can approve automatically and which go to a person.
Does it help with refund fraud?
It flags mismatches — such as a serial number that does not match the order — for human review, because it sees the actual item rather than a submitted photo.
Where can customers start a claim?
From your mobile app, your website, or a link sent on WhatsApp.