MoveBoardCustomers often remember another damaged item a week later. You decide whether they can add it themselves.
Set it
Settings › Documents & bill of lading › Claims, card After the customer sends a claim, with one choice for Local and hourly moves and one for Long distance moves:
- One submission only — after they send it, they can't add items, and nothing about adding later is shown. You can still reopen it for them with Ask the customer for more.
- Allow missed items until the legal deadline — they see "If you missed something, contact us — you have until <date>" and can reopen the claim from their link to add items until the filing deadline, as long as they haven't accepted an offer. This is the starting choice for both.
What the customer sees
Before they start, their page says one of:
- "Take your time — it saves as you go. You can submit this claim once: after you send it, you can't add items here."
- "Take your time — it saves as you go. If you missed something, contact us — you have until March 3, 2027. You can also add it from this link until then."
With missed items allowed, a sent claim shows Add something I missed. Items they already sent stay exactly as sent ("You already sent this item — it stays as you sent it. Add anything you missed as a new item."); only new items are added.
What you see
The claim goes to Waiting on customer while they add, and the claim window says "The customer reopened the claim to add items they missed". When they send it again, it comes back for review and its owner gets a task.
A signed settlement settles the items listed in it, so a claim can't be reopened after the customer accepts.