Claim statuses
A claim moves through six statuses. This page is the reference for what each one means, who sees it, and where it can go next. The transitions below are enforced by the product: an invalid move is rejected rather than silently allowed.
The six statuses
| Status | Brand sees it | Clock running | What it means |
|---|---|---|---|
| Submitted | Yes | First response | The claim has been raised and is waiting for someone on your team to pick it up. |
| Under Review | Yes | Decision | Someone is investigating. Evidence is being gathered and the decision clock is running. |
| Awaiting Info | Yes | Brand response | You have asked the brand for something. The decision clock pauses while you wait, so time spent waiting on the brand is not counted against you. |
| Accepted | Yes | Stopped | You have upheld the claim. The decision is recorded against the claim with who made it and when. |
| Rejected | Yes | Stopped | You have declined the claim. Record your reasoning in a comment so it is defensible later. |
| Closed | Yes | Stopped | The claim is finished and settled. Closing is the final step after a decision, and it can still be reopened if something changes. |
There is no draft status. A claim exists from the moment it is submitted. There is no separate escalation status either. Where a claim needs senior attention, assign it to the person who should handle it and leave it under review.
Allowed transitions
Anything not listed here is refused. That is what keeps the audit trail coherent.
| From | Can move to |
|---|---|
| Submitted | Under Review, Accepted, Rejected |
| Under Review | Awaiting Info, Accepted, Rejected |
| Awaiting Info | Under Review |
| Accepted | Closed, Under Review (reopen) |
| Rejected | Closed, Under Review (reopen) |
| Closed | Under Review (reopen) |
You can go straight from Submitted to a decision. For a clear-cut claim with obvious evidence, there is no value in a review step that exists only to satisfy a workflow.
Reopening a decided or closed claim sends it back to Under Review, restarts the decision clock and clears what was granted, so the next decision is recorded afresh. The original decision stays in the audit trail: reopening adds to the history, it does not erase it.
A decision on a claim a shopper raised must say what is granted: a refund, a replacement or something described in a note, or nothing when rejecting. Claims raised inside the app may still be accepted without one.
Changing several at once
You can move a batch of claims from the claims list. Two rules apply. Decisions and reopens are deliberately excluded from bulk actions, because both deserve a reason recorded against the individual claim. And a batch is capped at 200 claims, because each one writes its own audit entry and sends its own notification.