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Order Protection syncs each claim into Kustomer as a custom Klaim object (a Kustomer KObject), giving your support team full claim context — status, type, resolution, line items, and a summary of the conversation — without leaving Kustomer. The Klaim object updates automatically as the claim progresses. Order Protection owns all customer communication for claims; the Klaim object in Kustomer is a synced, read-only view.

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What you get

  • Claims as a “Klaim” object — every claim is created and updated as a Kustomer Klaim KObject attached to the customer, so agents see it on the customer’s timeline.
  • Full claim context — claim number, status, type, damage type, claim details, line items, image links, and a summary of the claim messages.
  • Resolution details — resolution type, amount, and date once a claim is approved or resolved.
  • Deep link back to Order Protection — each Klaim carries a link (claim.orderprotection.com/view/…) to the full claim conversation and timeline.
  • Automatic updates — the Klaim stays in sync on claim creation, new claim messages, and approval / denial / resolution.
This is a one-way sync (Order Protection → Kustomer) of claim data for visibility. Replies, decisions, refunds, and reships still happen inside Order Protection so the customer only ever hears from one channel. Editing the Klaim object in Kustomer does not change the claim in Order Protection.

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Installation

Setup is a guided process with the Order Protection team, in three parts: you generate a Kustomer API key, Order Protection provisions the Klaim object in your account, and together with your Kustomer admin we import the sync workflow.
1

Generate a Kustomer API key

In Kustomer, go to Settings → Security → API Keys and create a key for Order Protection with the following role permissions:
org.permission.klass
org.permission.klass.read
org.permission.klass.create
org.permission.klass.update
org.permission.klass.delete
org.hooks
org.admin.metadata
org.admin.metadata.write
org.permission.metadata.update
org.permission.metadata_sensitive.update
org.admin.hook.write
org.permission.hook.create
These let Order Protection create the custom Klaim object, its fields, and the inbound webhook that keeps it in sync.
Treat this key like a password. Order Protection stores it encrypted at rest using your store’s encryption key. Share it with your account manager through a secure channel.
2

Order Protection provisions the Klaim object

Using your API key, Order Protection creates the custom Klaim KObject in your Kustomer account and adds its fields (claim number, status, type, customer details, resolution, line items, messages, and more). No action is needed from you in this step.
3

Import the sync workflow (with your Kustomer admin)

On a short call, someone on your team with administrator access to Kustomer imports the Order Protection “klaim” workflow under Settings → Platform → Workflows. This workflow receives claim data from Order Protection through an inbound webhook and finds-or-creates the matching Klaim on the customer. We tune the fields and look-and-feel with you during the call.

Go live

Order Protection enables the sync for your store. The next claim filed — and every update after it — appears as a Klaim object on the customer in Kustomer within a few seconds.

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How it works

When a claim action happens in Order Protection — a claim is filed, a new claim message is posted, or a claim is approved, denied, or resolved — Order Protection sends the claim payload to your Kustomer account’s inbound webhook. A Kustomer workflow then looks up the customer by email and creates or updates the Klaim object (matched by claim ID), so there is exactly one Klaim per claim and it always reflects the latest state. 
Claim filed / updated / resolved in OP
        │
        ▼
Order Protection  ──POST──►  Kustomer inbound webhook
        │
        ▼
Kustomer "klaim" workflow  ──►  find-or-create Klaim KObject on the customer
Fields synced onto the Klaim include the claim number, created date, status, type, damage type, claim details, image-required flag, image links, customer name / email / phone / preferred communication, order number, line items, a summary of the claim messages, and — once resolved — resolution type, amount, and date, plus a link back to the full claim in Order Protection.
Order Protection does not send individual reply emails through Kustomer — the customer is notified through Order Protection’s own channels. The Klaim object is the at-a-glance record; the link inside it opens the live conversation and timeline in Order Protection.

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How brand agents should use Kustomer

ActionWhere to do it
See a claim and its current status / detailsKustomer — the customer’s Klaim object
Read the full conversation between customer and Order ProtectionClick the claim link on the Klaim object
Reply to the customer, decide / approve / deny, refund, or reshipOrder Protection dashboard
Bidirectional sync (sending agent replies from Kustomer back into the claim) is not currently supported. Order Protection remains the source of truth for claim state and all customer-facing actions.

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Troubleshooting

Confirm the sync workflow is active under Settings → Platform → Workflows, and that the API key you shared is still valid — a rotated or revoked key stops the sync. Reach out to your account manager to re-validate.
Fields populate as the claim progresses. Resolution type, amount, and date only appear once the claim is approved or resolved; message and image fields fill in as those are added to the claim.
The workflow matches the customer by email. If a customer used a different email on the order than the one in Kustomer, the Klaim may land on a separate customer record. Let your account manager know so we can review the matching step.