Comments & Notes
Claim Core separates internal team notes from brand-facing comments to keep your investigation private.
Two types of communication
Internal Notes
Visible only to your 3PL team. Use these for investigation details, team discussions, and decision reasoning that should not be shared with the brand.
Brand Comments
Visible to both your team and the brand. Use these to request additional information or communicate directly with the brand about the claim.
Who can comment
- • 3PL Staff and Admins - can add both internal notes and brand-facing comments
- • Brand Users - can add brand-facing comments only; they cannot see internal notes
Notifications
Comments themselves do not send emails. When you need the brand to reply, move the claim to Awaiting Info with a note: the brand is emailed, the note appears as a comment, and the decision clock pauses until they come back. Evidence uploads are emailed to whoever is deciding the claim.