Claim Statuses
Reference for all claim statuses, allowed transitions, and what each status means for your team and for the brand.
| Status |
Visible to brand |
SLA running |
Description |
| Draft |
Yes |
No |
Created but not submitted. Brand can still edit. |
| Submitted |
Yes |
Yes |
Submitted by brand. 3PL team is notified. |
| Under Review |
Yes |
Yes |
3PL team is actively investigating the claim. |
| Escalated |
Yes |
Yes |
Flagged for senior review before a final decision. |
| Accepted |
Yes |
No |
Claim approved. Brand notified. SLA clock stops. |
| Rejected |
Yes |
No |
Claim declined. Brand notified with reason. SLA clock stops. |
Allowed transitions
| From |
Can move to |
| Draft | Submitted |
| Submitted | Under Review, Rejected |
| Under Review | Accepted, Rejected, Escalated |
| Escalated | Accepted, Rejected, Under Review |
| Accepted | Under Review (reopen - Admin only) |
| Rejected | Under Review (reopen - Admin only) |