How the Claim Queue Works

Understanding claim statuses, queue organization, and how claims progress through resolution.

Below is a quick guide on how the Claim Queue at OrderProtection.com works, including what each status means and how claims typically progress. This helps you stay organized and know exactly what actions are needed to move claims forward.

How the Queue Is Organized

When you open the Claims page, you’ll see tabs at the top for each claim status. These statuses reflect where a claim currently sits in the resolution process:

Status	Description
To Do	These claims require a response or action. It might be the first time a claim is filed, or it could be waiting on your final decision.
On Hold	OrderProtection.com is waiting on additional information from you (the brand). Until you respond or provide the requested details, the claim remains on hold.
Pending	We are waiting to hear back from the customer. If the customer needs to provide photos, confirm details, or otherwise respond, the claim stays pending.
Approved	The claim has been approved and the resolution (refund or reshipment) has been issued to the customer.
Denied	The customer’s issue was not covered under OrderProtection.com policies. The customer has been notified of the denial.
Closed	The customer is no longer responding or the claim has reached a point where no clear resolution is possible (e.g., the customer withdrew their request).

You can also view the All tab to see every claim, regardless of status.

Moving Through the Claim Stages

Claims typically start in To Do when first created. Depending on what’s needed to move forward, claims can shift to On Hold or Pending until the required information is received.

• If approved, the claim moves to Approved, triggering a reshipment or refund.
• If the issue isn’t covered by our protection policies, it becomes Denied.
• If no further action can be taken (e.g., no response from the customer), it is marked Closed.

You can reference this workflow directly in your dashboard by going to the Claims page and clicking the link “How the claims queue works” in the top right.

If you have a question about a specific claim, please reach out to your Customer Success Manager or in your shared Slack channel.

Exporting Claim Data

If you’d like to download a list of claims for your own records or analysis:

1. Navigate to Claims

   Navigate to the Claims page.

2. Select a status filter

   Select the specific status (or All) you’d like to export.

3. Export to CSV

   Click the Export button in the top-right corner to generate a CSV file of the visible claims.