Understand claim statuses
Follow a claim from submission through review and closure.
A claim is a separate record
A successfully submitted claim starts as Submitted. The merchant manages its progress without changing the warranty’s Active, Expired, or Void status. Multiple claims can exist for one warranty; use the existing reference when following up on the same issue.
Statuses and next steps
| Current status | Meaning | Allowed next statuses |
|---|---|---|
| Submitted | The issue has been recorded. | Under Review, Approved, Rejected |
| Under Review | The business is reviewing the issue. | Approved, Rejected, In Progress |
| Approved | The business has accepted the claim for handling. | In Progress, Resolved, Closed |
| Rejected | The business has declined the claim. | Under Review, Closed |
| In Progress | Work on the claim is underway. | Resolved |
| Resolved | An outcome has been recorded. | In Progress, Closed |
| Closed | The workflow is finished. | None |
Resolution and closing
Only Owners and Admins can reject, resolve, or close a claim. Resolved requires a recorded outcome: Repaired, Replaced, Refunded, Not Covered, or Other. A resolved claim can return to In Progress if work needs to resume. A Closed claim cannot be reopened through the current status controls.
Staff and Technicians can update claims but cannot make those restricted decisions. There is no separate Awaiting information status. Use the exact options shown in the Status menu.
What customers see
Linked customers can see the claim status, outcome, uploaded claim files, and status updates in My Claims. Internal notes stay in the merchant workspace. A status update email may be sent to the recorded customer email.