"Report damage" without an invitation

By default a customer reaches their claim page only from the link you send. You can also let them start one on their own.

Set it

Settings › Documents & bill of lading › Claims, card Report damage in the portal, Where the customer can start a claim:

• Only from the office's link (the starting choice) — the customer gets the claim page when you press Send claim link.
• Always in the portal for completed moves — Report damage shows in the portal menu once a job of the move is completed. Your link works too.

What happens when they press it

Report damage opens a new claim for that move, started by the customer, and takes them straight to their claim page — the same page your link opens. See How customers file a claim.

Once a move has a claim, the portal's menu opens that claim instead of starting a new one.

The claim shows on your Claims page like any other, and its owner gets a task when the customer sends it.

If something goes wrong

The customer sees We couldn't open your claim with the reason, for example "That move is not on your account."