Claims
Pay a claim
Once the customer has signed the settlement, mark the claim paid — recorded on the claim only, or as a real refund on the order, as your settings say.
- 2 min read
- Checked against MoveBoard
- For owners & admins
On this page
A claim is paid only against a signed settlement. When the customer accepts and signs, the claim moves to Accepted and shows on the Claims page's To pay tab.
Before you start
- You need Can manage claims.
- Paying into the order's money (a card refund, or a refund row on the order) also needs Can process a refund.
Mark the claim paid
- Open the claim from To pay.
- Under Mark paid, type the Amount paid.
- Choose how it was paid: Check, Bank transfer (ACH), Refund to card, Zelle, Cash or Other.
- Pick the Date paid (the calendar shows last month and this month side by side; one month on a phone). With Check, type the check number in Check #; for the other ways the box is Reference (a transfer or Zelle number, if you have one).
- For Refund to card, choose the card payment under Refund to.
- Press the button to save.
The claim becomes Paid and says it in plain words, for example Paid $270.00 by check #1587 on Oct 5, 2026. A refund to a card reads refunded to the card ending 1234; other ways keep their number as ref. The claim's Activity and the order log say the same, with who marked it paid. When the payment is written in the order's payments, its row says it too (Damage claim CL-0001 — paid by check #1587).
What "paid" does to the order's money
That depends on Paying a claim in Settings › Documents & bill of lading › Claims:
| Setting | What happens |
|---|---|
| Record on the claim only (the starting choice) | The amount, how, the date and a reference are kept on the claim and in the order log. The order's payments don't change. |
| Card refunds go through the refunds flow | Refund to card really refunds one of the order's card payments, like Refund in Payments; the claim is marked paid when it goes through. Other methods are recorded on the claim only. |
| Every claim payment is a refund on the order | Card refunds as above; a check, cash, bank transfer or Zelle is written in the order's payments as a refund, so the order's received total goes down by it. |
The line under the form tells you which applies before you press it.
If something goes wrong
- "Enter the amount paid." / "Pick how it was paid." / "Pick the date it was paid."
- "Paying this claim writes a refund on the order — that needs “Can process a refund”."
- "This order has no card payment left to refund. Pick another way to pay."
- "More than this card payment has left to refund." — lower the amount or pick another card payment.
- "The claim changed — look again." — someone else changed it; it reloads with the latest.
Related guides
- ClaimsHow claims workHow a claim moves from the customer's report to a signed settlement and payment — the Claims page, its stages, owners and clocks.
- ClaimsWho can work claimsThe two claims permissions — seeing and working claims, and managing them (filling in, offers, settlements, payments, closing) — and what each lets a person do.
- ClaimsHow MoveBoard works out what is owedThe settlement under the customer's protection — released value by the pound, or Full Value Protection less the deductible — and when a person has to decide instead.
- Booking & paymentsRefund or void a paymentGive money back on a card, cash, check or other payment — or void a card charge that hasn't settled yet.
Still stuck? A person will help.
Open a ticket from Support inside MoveBoard, or email us — we usually reply within one business day.