Claims
Send the customer a claim link
One press sends the customer an apology email and text with their own link to report the damage, with photos, whenever suits them.
- 2 min read
- Checked against MoveBoard
- For owners & admins, dispatchers, sales
On this page
The quickest way to start a claim: send the customer their own claim page. They get an apology and a link, and report the damage with photos in their own time.
Before you start
- You need Can see Claims Tab.
- Claims on must be on in Settings › Documents & bill of lading › Claims.
- The order needs an email address, a phone number, or both.
Send it
- Open the order and press Claims in the window's top strip (in the ⋮ if it isn't showing). Or, on the Claims page, press New claim and find the order.
- With no claim on the order yet, it says No claim on this order.
- Tick Email, Text or both (both are ticked to start).
- Press Send claim link to the customer.
The claim is now Invited, and the line under the customer's name says when the link was sent.
What the customer gets
Your company's Damage claim — invitation email and Damage claim — invitation (text). The text reads, for example:
> Dear Ann, we sincerely apologize for the damage during your move and we want to make it right. Please tell us what was damaged here (photos help, it saves as you go): (their link) — Your company name
The link opens their claim page on your company's own website address. Change the words in Settings › Communication › Templates, folder Claims — the invitation's email and text template are chosen under The invitation in the Claims settings.
Send it again, or copy it
While the customer hasn't sent the claim yet, the claim window shows Send the claim link again, and Copy link puts their link on your clipboard ("The customer's claim link is copied.") to paste into an email of your own.
Rather fill it in yourself?
On the phone with the customer, press Fill in a claim for the customer (phone, mail) instead. See File a claim for a customer over the phone.
If something goes wrong
- "Pick email, text, or both."
- "The order has no email address or phone number." — add one on the order's Customer card.
- "The order has no email address." / "The order has no phone number." — that half wasn't sent; the other half was.
- "This claim was already submitted — the customer's link still shows it."
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.
- ClaimsHow customers file a claimWhat your customer sees on their claim page — item by item with photos, receipts, value and weight — and what they need before they can send it.
- ClaimsFile a claim for a customer over the phoneThe customer called about damage? Send them their claim link in one press — or fill the claim in for them while you talk.
- Claims"Report damage" without an invitationLet customers start a claim themselves from their portal once a job of their move is completed — or keep claims to the link you send.
Still stuck? A person will help.
Open a ticket from Support inside MoveBoard, or email us — we usually reply within one business day.