> ## Documentation Index
> Fetch the complete documentation index at: https://docs.orderprotection.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Kustomer

> Surface every Order Protection claim inside Kustomer as a synced Klaim object — status, type, resolution, and customer details, kept up to date automatically.

<Note>
  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.
</Note>

## 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.

<Warning>
  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.
</Warning>

## 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.

<Steps>
  <Step title="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.

    <Warning>
      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.
    </Warning>
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Go live" icon="party-horn">
    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.
  </Step>
</Steps>

### 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.

<Tip>
  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.
</Tip>

## How brand agents should use Kustomer

| Action                                                            | Where to do it                               |
| ----------------------------------------------------------------- | -------------------------------------------- |
| See a claim and its current status / details                      | Kustomer — the customer's **Klaim** object   |
| Read the full conversation between customer and Order Protection  | Click the **claim link** on the Klaim object |
| Reply to the customer, decide / approve / deny, refund, or reship | Order Protection dashboard                   |

<Note>
  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.
</Note>

## Troubleshooting

<AccordionGroup>
  <Accordion title="Claims aren't showing up in Kustomer">
    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.
  </Accordion>

  <Accordion title="A Klaim exists but some fields are blank">
    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.
  </Accordion>

  <Accordion title="The Klaim isn't attached to the right customer">
    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.
  </Accordion>
</AccordionGroup>