Claims
Submit once vs adding missed items
Choose whether a customer can reopen their sent claim to add things they missed — separately for local and long-distance moves.
- 2 min read
- Checked against MoveBoard
- For owners & admins
On this page
Customers often remember another damaged item a week later. You decide whether they can add it themselves.
Set it
Settings › Documents & bill of lading › Claims, card After the customer sends a claim, with one choice for Local and hourly moves and one for Long distance moves:
- One submission only — after they send it, they can't add items, and nothing about adding later is shown. You can still reopen it for them with Ask the customer for more.
- Allow missed items until the legal deadline — they see "If you missed something, contact us — you have until <date>" and can reopen the claim from their link to add items until the filing deadline, as long as they haven't accepted an offer. This is the starting choice for both.
What the customer sees
Before they start, their page says one of:
- "Take your time — it saves as you go. You can submit this claim once: after you send it, you can't add items here."
- "Take your time — it saves as you go. If you missed something, contact us — you have until March 3, 2027. You can also add it from this link until then."
With missed items allowed, a sent claim shows Add something I missed. Items they already sent stay exactly as sent ("You already sent this item — it stays as you sent it. Add anything you missed as a new item."); only new items are added.
What you see
The claim goes to Waiting on customer while they add, and the claim window says "The customer reopened the claim to add items they missed". When they send it again, it comes back for review and its owner gets a task.
A signed settlement settles the items listed in it, so a claim can't be reopened after the customer accepts.
Related guides
- 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.
- ClaimsClaims deadlinesThe clocks MoveBoard keeps on every claim — acknowledge within 30 days, decide within 120, a status letter every 60 days after — and the customer's filing window.
- 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.
Still stuck? A person will help.
Open a ticket from Support inside MoveBoard, or email us — we usually reply within one business day.