Who can work claims

Two permissions on a person's Permissions tab decide what they can do with claims. Company admins always have both. Nobody else has them until you tick them.

Can see Claims Tab

• Claims in the menu and the order window's Claims button.
• Send claim link to the customer (and send it again).
• Start review, Ask the customer for more, Add a note, and clear a call-back request.
• Reports › Crew Claims Score, a person's Claims tab in Users, and asking Ed about claims.

Can manage claims (fill in, offers, settlements, payments, closing)

Everything above, plus:

• New claim on the Claims page, and filling in a claim for the customer.
• Sending and revising the offer, and correcting an item the customer entered.
• Sending the settlement for signature and recording a settlement signed on paper.
• Mark paid, Close claim, Reopen, Take it and changing the owner.

Paying a claim into the order's money — a card refund, or a refund row on the order — also needs Can process a refund. See Pay a claim.

The claims person

Separately, the Claims person in Settings › Documents & bill of lading › Claims owns every new claim and gets its tasks. Make sure that person can manage claims.

If something goes wrong

• "You do not have permission to work on claims (Can see Claims Tab)."
• "Filling in a claim, offers, settlements, payments and closing need “Can manage claims”."