Claims

Claims is part of Basic and Pro. It sits in the Delivery group of the sidebar and lists every warranty claim across every project. It only appears when Warranties is switched on, and only Owner and Operations can open it. After a move to Starter your claims are kept, and they come back when you move up. Anyone who can see a project can still see that job's claims on its Warranty card.

1. 1Open Claims from the sidebar.
2. 2The tiles across the top show Open, Visits scheduled, and Resolved, with your average days to resolve.
3. 3Use the search box, Filters, Columns, and Export on the list to slice it however you need. The Origin column tells you whether a claim came from your team or from the customer.

Need to correct the write-up later? Open the claim, click Edit next to Description, and save. The title and the stage stay put.

1. 1Open Claims and click Log claim.
2. 2Choose the Project, then give it a Title and fill in Details. The title needs at least 3 characters and the details at least 10.
3. 3Click Log claim. It saves as Submitted and is badged Internal.
4. 4You can also start one from the job: open the project, open its Warranty card, and click Log claim there. The project is already filled in.

On Basic and Pro, a customer signed in to their portal gets a Request warranty service form under Warranty. It opens once their project reaches Complete or Warranty, and closes when the warranty period ends. What they send lands on your Claims page as Submitted, badged Customer, and your Owner and Operations users are emailed right away (the New warranty claim toggle in Settings → Notifications). Up to 10 of a project’s customer claims are emailed each day, in your business timezone: the tenth email says further claims on that project today won’t be emailed, and those still land on your Claims page.

A claim moves through Submitted, Inspection Scheduled, Under Review, Approved, Denied, Repair Scheduled, Resolved, and Closed. The progress bar on the claim follows the normal run from Submitted to Closed. Deny a claim and the bar switches to the short path: Submitted, Inspection Scheduled, Under Review, Denied. Resolved, Closed, and Denied all count as settled, so the claim leaves your Open count and stops holding its project out of Archives.

Moving a settled claim (Resolved, Closed, or Denied) back to an open stage clears its resolved date and its resolution note, so it reads as live work again.

1. 1Open the claim from Claims, or from the project's Warranty card.
2. 2Click Change stage and pick the stage you want.
3. 3Nothing else moves on its own. Scheduling and resolving are separate actions.

A warranty visit is a real calendar event, so it shows up on the Calendar next to everything else. Booking one does not change the stage of the claim on its own. Use Change stage if you want it to read Inspection Scheduled or Repair Scheduled.

1. 1Open the claim and click Schedule visit.
2. 2Pick the Date, Start, and End. Times are in your business timezone.
3. 3Tap at least one person under Assign to. A visit with nobody on it is not allowed.
4. 4Add Notes if you want, then click Schedule visit.
5. 5It lands on the Calendar as a site visit named after the claim, and everyone assigned is emailed. Move or delete it on the calendar and the visit date on the claim follows.

A claim can only be resolved once. If you need to redo it, use Change stage to move it back to an open stage first, which clears the note and the date.

1. 1Open the claim and click Resolve.
2. 2Write what you did in Resolution notes. It is required.
3. 3Click Mark resolved. The claim goes to Resolved, the date is stamped, and the note shows on the claim.

Only for claims they filed themselves from the portal. Those send once, automatically, as long as Warranty claim resolved is on under Settings → Customer emails and the contact has an email address. Claims your team logged are never emailed automatically.

1. 1Open a resolved claim that is badged Internal.
2. 2Click Notify customer under the resolution note.
3. 3They get the resolution and a link straight back into their portal.

Up to 10 attachments per claim, photos and files counted together. Photos show as thumbnails you can open full size; PDFs and other files list underneath. A photo is filed with the project, so it also lands in that job's Photos and in Field Ops, and removing it from any of those places deletes it everywhere. PDFs and other files are filed as project documents under the Warranty category. Claim photos are job photos, so the customer sees them in their portal like any other photo on the job. Claim PDFs and files stay internal and never reach the portal.

1. 1Open the claim and click Add file.
2. 2Pick a PDF, image, CSV, Word, or Excel file up to 4 MB. Phone photos are shrunk in your browser first, so full-size shots are fine.
3. 3Use the X on a file to remove it and free a slot.

Open the project and click its Warranty card. It shows the coverage end date with days remaining, a Log claim button, and every claim on that job with its stage. Click any claim to open it. The card is there for regular jobs on Basic and Pro when Warranties is on; recurring maintenance accounts do not get one.

The warranty end date is set when you mark the project Complete, as long as warranties are switched on. It is the completion date plus your default warranty period. That happens on every plan, so a job finished on Starter still has a real end date if you move up later. Once set, the date is kept through Complete, Warranty, and Archived, so archiving never loses the history.

Owner and Operations only. Switching warranties off hides Claims and the Warranty stage but keeps your data, and it all comes back if you switch them on again. On Starter the switch still puts your warranty on proposals and sets the warranty period; Claims and the Warranty stage come with Basic and Pro.

1. 1Open Settings → Invoicing and find Contract defaults.
2. 2Turn on the Warranties switch. That puts your warranty on new proposals, and on Basic and Pro it adds the Claims page and the Warranty stage to your project pipeline.
3. 3Set Default warranty period in months. Any whole number from 1 to 600. New accounts start at 12.
4. 4Edit Default warranty language if you want. It seeds the warranty section on new proposals, and proposals already sent keep their original text. Leave it blank to skip the section and still keep warranties on.

On Basic and Pro, any job whose warranty ends inside the next 30 days shows as a warning on your Dashboard, in the alerts bell, and on the Warranty ending soon line of the daily email digest. Owner and Operations see it. It is a heads-up, not a task: nothing is created or assigned to anyone. It is a reason to check in before coverage ends, and often the source of the next job.

A job only moves to Archives once it is complete, fully paid, owes the customer no credit, and is free of open claims. Resolved, Closed, and Denied all count as settled, so any of them clears the way. Claims on an archived job are read-only until you restore the project.